Director / Associate Director - Agency Communication & Change Management (Operations Digital / AI) (12-months contract)

As Operations accelerates its digital transformation agenda, this role will serve as the key bridge between project teams and frontline advisors, ensuring changes are effectively communicated, understood, and embraced. By driving change management and communication strategies, the role directly contributes to our mission of making interactions simpler, faster, and better for both advisors and customers.

Position Responsibilities

• Develop and execute end-to-end change management and adoption plans for Operations-led digital and AI initiatives impacting the agency force. Key initiatives in the pipeline include Manutouch AI Assistant, Digital Payment Solutions and Process Transformation, Prestige Centre booking system, etc
• Lead stakeholder engagement, communication planning, training coordination, and readiness activities to drive successful implementation and adoption.
• Prepare materials and coordinate communications across agency governance forums, including LAC, RTC, MCV Excom, and other distribution leadership forums.
• Engage directly with agency leaders and advisors through district meetings, agency morning meetings, and other field engagement channels to ensure clarity and adoption.
• Gather feedback, address adoption barriers, and ensure realization of business benefits.
• Establish and monitor change adoption metrics, identify risks, and implement mitigation strategies to support sustainable behavioral change.
• Act as a trusted advisor to project teams and business leaders on change management best practices and communication strategies

Required Qualifications

Bachelor's degree in a relevant discipline

8+ years of experience in change management, communications, transformation, project management, agency support, or a related field.

Proven experience leading stakeholder engagement and change adoption initiatives across multiple business functions.

Strong experience developing executive presentations, communication materials, training content, and engagement plans.

Demonstrated ability to influence and drive outcomes across diverse stakeholder groups without direct authority.

Experience supporting agency distribution channels within the insurance or financial services industry. Knowledge of digital transformation, AI-enabled solutions, customer servicing, underwriting, or policy administration processes.

Strong presentation and facilitation skills, with experience engaging frontline advisors and senior leadership audiences.

Experience conducting stakeholder impact assessments, change readiness assessments, and adoption measurement.

Proven ability to manage multiple initiatives simultaneously in a fast-paced and evolving environment.

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.

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 .

Working Arrangement

Hybrid