The AVP, Global People Services (GPS) - Service Readiness & Innovation ensures the GPS strategy and operating model translate into coordinated, launch-ready, scalable services. This leader integrates service readiness, product enablement, knowledge, training, regional execution, and innovation so delivery teams can provide consistent, compliant, and experience-led service.

The role monitors operating-model effectiveness, closes service alignment and enablement gaps, and coordinates new or changed services. It confirms impacts, requirements, team readiness, and risks before launch.

Key Accountabilities

- Translate GPS strategy into practical readiness, product, knowledge, training, and innovation priorities.
- Assess operating-model effectiveness and address gaps, duplication, handoffs, and capability needs.
- Align service scope, ownership, channels, and enabling capabilities; recommend improvements that strengthen scale and colleague experience.

Enable the GPS strategy and operating model

- Translate GPS strategy into practical readiness, product, knowledge, training, and innovation priorities.
- Assess operating-model effectiveness and address gaps, duplication, handoffs, and capability needs.
- Align service scope, ownership, channels, and enabling capabilities; recommend improvements that strengthen scale and colleague experience.

Lead end-to-end service readiness and launch coordination

- Lead intake, impact assessment, planning, validation, cutover, hypercare, and post-launch review for changes entering GPS.
- Confirm ownership, process, controls, capacity, technology, data, knowledge, training, communications, escalation paths, and success measures before services go-live.




- Manage cross-service dependencies, resource constraints, sequencing, and launch risks; elevate unresolved issues through GPS governance.

Lead service design, product ownership, and innovation for GPS

- Translate colleague and stakeholder needs into scalable service models, journeys, workflows, requirements, and product roadmaps.
- Lead GPS product ownership, balancing business value, experience, operational needs, controls, and technical feasibility.
- Build and scale an innovation pipeline spanning automation, AI, self-service, workflow, and knowledge, with clear adoption and benefit measures.

Build GPS knowledge, training, and change readiness

- Set standards for operational knowledge, procedures, playbooks, learning content, and readiness evidence.
- Ensure accurate, approved knowledge, role-based training, communications, and adoption support are available before launch.
- Use quality, search, case, and experience insights to improve effectiveness and reduce avoidable contacts and errors.

Lead regional service readiness orchestration

- Lead regional Service Delivery Managers for International, North America, and Asia, balancing global consistency with local requirements.
- Coordinate readiness across COEs, People Partners, Technology, Operations,



and delivery teams using common routines, tools, and reporting.
- Build regional accountability for stakeholder engagement, launch preparation, risk management, adoption, and stabilization.

Create executive visibility and performance accountability

- Provide dashboards and readiness reviews covering demand, status, dependencies, decisions, adoption, and benefits.
- Track launch quality, disruption, knowledge effectiveness, training, adoption, automation, and stakeholder confidence.
- Recommend what to start, stop, sequence, defer, or remediate, using post-launch insights to prevent recurring failures.

Leadership Scope

- Leads the GPS Innovation Leader, GPS Product Owner, Knowledge Readiness and Training Analyst, and three regional GPS Service Delivery Managers.
- Builds an integrated, high-performing team connecting strategy, design, technology, knowledge, training, regional readiness, and adoption.

Leadership Expectations

- Balance colleague experience, operational stability, risk, speed, and business value across a complex global matrix.
- Create clarity and accountability, influence senior stakeholders, and champion simplification, standardization, automation, AI, and digital-first design.
- Use sound judgment and evidence to communicate readiness recommendations, including when launches should pause or be remediated.

Key Outcomes / Measures of Success

- Consistent readiness disciplines, explicit service ownership, trained teams, accurate knowledge, and effective controls.
- More predictable launches, faster adoption and value realization, and fewer defects, escalations, and downstream impact

📌 AVP, Global People Services (Toronto)
🏢 Manulife
📍 Toronto