Service Model Transformation Manager advancing Manulife’s retirement - services operating model. Driving governance, operationalization, readiness, and cross - functional alignment for evolving customer journeys.
About the role
- Innovation Manager leading business technology projects, automation, and digital transformation at Canadian law firm McCarthy Tétrault. Managing platforms, stakeholders, change, and process improvement.
Responsibilities
- Lead requirements gathering, business analysis, process mapping, QA, and solution design for process improvement and digital transformation
- Collaborate with stakeholders and development teams to document requirements, user stories, acceptance criteria, and testing activities
- Support design, implementation, enhancement, and governance of business applications and technology-enabled solutions
- Develop and maintain training materials, SOPs, user guides, and supporting documentation
- Lead change management, communication, and adoption activities
- Provide training, troubleshooting, and ongoing support for business applications and innovation tools
- Manage content, data quality, and platform configurations
- Monitor project deliverables, risks, and issues and remove roadblocks
- Identify opportunities for process optimization, automation, and continuous improvement
- Lead multiple concurrent projects from requirements gathering through implementation and transition to support
- Define project scope, objectives, requirements, timelines, budgets, and success measures
- Maintain project plans, status reports, risk logs, and governance documentation
- Facilitate project meetings, workshops, and stakeholder discussions
- Manage risks, issues, dependencies, and change requests
- Track project progress, adoption metrics, and business outcomes
Requirements
- Undergraduate degree in Information Technology, Business, or a related field, or equivalent combination of education and experience
- 4+ years of relevant experience
- Expertise with legal innovation tools, platforms, and technology-enabled business solutions
- Experience delivering projects using Agile, Waterfall, and hybrid methodologies
- Experience leveraging AI-enabled tools and technologies
- Interest in emerging technologies and continuous learning related to AI and digital innovation
- Excellent written, verbal, communication, and presentation skills
- Ability to influence, collaborate with, and lead stakeholders across all organizational levels
- Tech-forward mindset with curiosity for process improvement, automation, and digital transformation
- Ability to work independently with minimal supervision
- High attention to detail and exceptional organizational skills
- Ability to manage multiple competing priorities accurately
- Problem-solving and analytical skills
- Ability to adapt to changing priorities, navigate ambiguity, and support organizational change
- Strong interpersonal, stakeholder management, and relationship-building skills
- Analytical and reporting capabilities, including dashboards, metrics, and performance reporting
- Bilingualism in English and French is considered an asset
- PMP, CBAP, PMI-PBA, Prosci, Agile, Scrum, or related certifications are considered an asset
Benefits
- Outstanding benefits from day one, including insurance premiums paid by the Firm
- Competitive compensation
- Professional development and growth opportunities
- Culture that embraces and encourages two-way feedback
- Strong community involvement and commitment to equity, diversity and inclusion
- Collaborative, cohesive culture
- Hybrid work environment
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