People Services AI Product Lead

PeopleComms   AI   Product Lead  

The Opportunity  

At Manulife, we are   creating   AI- powered experiences   that enable colleagues   to   thrive and better support our customers.   Our PeopleComms Technology   North Star   is to   make   every interaction   simple, personalized , connected, and intuitive.   Realizing this ambition   requires the   right   technology, data, integrations,   and   intelligence   to   operate   as one connected ecosystem .  

As   the   PeopleComms Ai Product Lead   you will   help   shape the   solutions behind   this future   across the broader PeopleComms experience ecosystem.   You will translate colleague and business needs into scalable AI-enabled products, connect   capabilities   across our   people   technology landscape, and   turn emerging   possibilities   into   practical improvements in   how colleagues   work, grow, and access support .  

You will   look   beyond   initial   requests   to uncover the underlying need , challenge assumptions,   assess   trade-offs, and   recommend   solutions that balance colleague   value,   business   outcomes, enterprise safeguards , and technical feasibility.   Success   requires curiosity, sound judgment, and the ability to influence decisions through evidence and insight.  

Working   across   PeopleComms , technology, and   enterprise partner teams, you will bring together   colleague feedback, analytics, Human-Centered Design, operational insights, and emerging trends   to shape priorities and continually improve the product .  

Your impact will be   measured by   how   effectively   strong ideas become   valuable, sustainable solutions   that evolve with   colleague needs .  

Key Responsibilities    

• Lead discovery   with Global People Services, COEs, knowledge owners, HR SMEs, and business product owners   to   define the   business   problem, desired colleague experience , and   highest-value   AI-enabled   opportunities .  

• Convert approved opportunities   into clear product decisions, requirements, user stories, acceptance criteria, and   prioritized   Jira backlog items.  

• Help shape the product vision and roadmap using colleague research, journey insights, service data, business value, dependencies, and delivery feasibility.  

• Make transparent   product   trade-offs across   experience, value, operational impact,   enterprise safeguards , and   long-term supportability .  

• Provide product demos, stakeholder updates, and executive-ready materials that explain capabilities, planned enhancements, risks, decisions, and trade-offs.  

• Define outcomes and   use   adoption ,   quality ,   feedback, and operational data to   communicate impact,   identify   improvements,   and   adjust priorities .  

• Partner with the AI Solutions BA & Test Lead to enable release readiness through UAT planning, test scenario validation, defect triage, acceptance criteria alignment, and post-release learnings.  

• Partner with technology, architecture, cybersecurity, privacy, legal, compliance, risk, and governance teams to build enterprise requirements into product design and delivery without losing sight of the intended colleague experience.  

• Translate product intent into technical requirements and support design decisions with architects, engineers, technical teams, and experience owners across workflows, agents, integrations, prompts, knowledge grounding, and feedback mechanisms.  

• Use evidence from testing, adoption, quality, and colleague feedback to support decisions to iterate, scale, pause, or retire capabilities.  

• Influence communication, change readiness, training, and enablement plans by translating product changes into practical stakeholder guidance.  

What You Bring  

• 5+ years of progressive experience in HR technology, product   management , business analysis, digital employee experience, HR operations enablement, or   a related   discipline.  

• Strong understanding of HR functions, HR service delivery, employee lifecycle events, HR policies, and colleague support channels.  

• Experience with HR technology, employee experience platforms, AI-enabled services, or digital service delivery, with the ability to   move from ambiguous stakeholder   needs   to clear problem statements, options, recommendations, requirements, and   practical product outcomes.  

• Experience with Jira backlog management, story creation, acceptance criteria, backlog refinement, sprint support, and cross-functional delivery coordination.  

• Experience   facilitating   stakeholder workshops, discovery sessions, Human-Centered Design activities, user interviews, or journey mapping.  

• Experience   navigating regulated enterprise environments and incorporating   privacy, compliance, risk, security, architecture,   and   responsible AI   considerations into product decisions .  

• Strong product judgment, analytical thinking, problem-solving, documentation, and communication skills, including the ability to evaluate trade-offs, assess downstream impacts, recommend practical solutions, and deliver executive-ready updates and credible product demonstrations.  

• Ability to influence without authority and work effectively across diverse, cross-functional teams and time zones.  

Preferred Qualifications  

• Experience with ServiceNow HR Service Delivery, HR case management, employee service portals, knowledge management, or Workday.  

• Experience with   enterprise AI platforms such as   Azure AI Foundry,   Azure OpenAI, or Microsoft   Copilot Studio,   including agent concepts, prompt design, retrieval-augmented generation, knowledge grounding, and answer quality improvement .  

• Experience shaping AI-enabled product strategy or product discovery in People Services, HR technology, employee experience, or enterprise service delivery.  

• Experience supporting   enterprise AI, privacy , compliance , or risk   assessments   and translating findings into practical product requirements and controls .  

• HCD, product management, business analysis, Agile, PMP, CHRP/CHRL, or related certification.  

• Post-secondary education in HR, Business, Information Technology, Data Science, or a related field, or equivalent practical experience.  

Success Measures  

• Priority opportunities are   validated   with colleagues and stakeholders, tied to measurable outcomes , and reflected in the   product   vision and roadmap .  

• Product and technical decisions are   clear,   delivery teams receive decision-ready requirements, and ambiguity and rework are reduced.  

• Released experiences demonstrate improved usability,   adoption, quality,   service effectiveness, or colleague satisfaction.  

• Solutions progress in   a timely   way with enterprise safeguards, ownership, and dependencies addressed early.  

• Post-launch evidence leads to clear decisions to iterate, scale, pause, or retire capabilities.  

Why Join Us?    

• Shape the   connected   technology   ecosystem behind AI-powered   experiences across People & Communications.  

• Turn emerging capabilities into sustainable products used by colleagues   at   enterprise   scale.  

• Influence how colleagues work and thrive, strengthening their ability to support our customers.  

When you join our team:

• We’ll empower you to learn and grow the career you want.

• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

• As part of our global team, we’ll support you in shaping the future you want to see.

#LI-Hybrid 
 

The role being advertised is an existing vacancy.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact hr@manulife.com .

Referenced Salary Location

Toronto, Ontario

Working Arrangement

Hybrid

Salary range is expected to be between

$92,900.00 CAD - $142,900.00 CAD

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. If you are applying for this role outside of the primary location, please contact hr@manulife.com for the salary range for your location.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact hr@manulife.com for more information about U.S.-specific paid time off provisions.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement .