Vice President, Global & Communications Operations

Position: Vice President, Global People & Communications Operations
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*** Vice President, Global People & Communications Operations page is loaded## Vice President, Global People & Communications Operations locations:
Toronto, Ontario time type:
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Date de fin : 24 mars 2026 (Il reste 26 jours pour postuler) job requisition :
JRAt Manulife, the foundation of our global strategy is putting customers at the center of everything we do, and as a Top Employer we are proud to have engaged, talented employees who are resourced and supported to deliver to the customer.

The Vice President, Global People & Communications Operation is a strategic partner and collaborative member of the broader People Comms team.  With a mandate to develop and execute against our bold ambitions while leveraging economies of scale and driving end to end process and service improvements.  The People Comms Operations team delivers comprehensive Tier 0, Tier 1, and Tier 2 support across our contact center, administrative services, Payroll, and Background Adjudication, forming the core of our end‑to‑end service delivery model.

This role requires a global mindset, broad leadership experience, and deep knowledge of People Comms services. The ideal candidate demonstrates the ability to balance strategic thinking with effective tactical planning and execution. They are a solution‑focused, people‑centered leader with strong stakeholder management capabilities and a proven track record of running and optimizing operational service functions.
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* Key Accountabilities:

** Leading a team of approximately 175 employees across the globe, the incumbent will:
* Continue our ongoing transformation to deliver consumer grade experiences to our colleagues.
* Establish an AI-enabled AskHR ecosystem that leverages AI and Agentic AI to deliver pro-active, personalized, predictive colleague support and value add, leveraging best in class solutions.
* Partner with Technology teams to implement a comprehensive People Comms technology client roadmap with AI driven colleague experiences at the forefront.
* Optimize the function by driving increased utilization of global systems using an end-to-end employee viewpoint, while reducing operational costs over time and minimizing risk and balancing between global processes and standardization and local requirements.
* Lead a multi-disciplinary team in North America, EMEA and Asia including AskHR Contact Centers, Knowledge Management, Payroll, Workforce Data Administration, Recruitment, Learning, Pension and Benefit Operations.
* Continue to optimize payroll solutions to improve global governance, standards and controls; implement new technology solutions; streamline end to end processes; and proactively manage risks in this important function.
* Attract, Coach, Develop and Engage a large, globally dispersed team while evolving our regional operations hub strategy, which includes onshore and offshore teams
* Anticipate operational compliance risks and remove technical, procedural and process-related obstacles to minimize risks.
* Establish and monitor service level agreements and performance metrics for assigned services and motivate team members to achieve and exceed service standards.
* Use feedback loops (employee feedback and Contact Centre call indicators) and measure against benchmarks  to inform areas of improvement and partner with appropriate stakeholders to drive continuous improvement and manage change.
** Shared Accountabilities:
*** Actively collaborate with and provide feedback to other areas of Shared Services, Centers of Expertise (COEs) and People Partners to continually improve managed services.
* Champion our self-service philosophy by monitoring and gathering feedback on utilization and effectiveness, applying user feedback and driving up global systems adoption.
* Work in partnership with…