Join the Operation teams and support the delivery of Operations’ AI transformation initiatives by translating business needs into practical AI use cases and working across business, technology, data and AI teams to design, test, implement and continuously improve responsible AI solutions that enhance customer experience, productivity, quality and operational efficiency.

Position Responsibilities

• Partner with Operations, Business SMEs, Technology, Data and AI teams to identify opportunities where AI can improve customer experience, productivity, quality and operational efficiency.
• Translate business processes, operational requirements and decision-making criteria into AI use cases, automation opportunities, prompts, workflows and solution requirements.
• Analyze operational journeys across Underwriting, Claims, Policy Servicing, Distributor and Contact Centre functions to identify opportunities for AI-enabled transformation.
• Define business requirements, user stories, process flows and success measures for AI initiatives and enhancements.
• Support AI solution design by identifying business rules, decision criteria, exception handling requirements and human-in-the-loop intervention points.
• Collaborate with business stakeholders, AI engineers and technology teams to design, test and optimize AI assistants, agentic workflows, automation solutions and intelligent decision-support capabilities.
• Identify data requirements, data quality considerations and integration needs required to support AI solutions and decision intelligence capabilities.
• Develop and execute testing strategies, validation scenarios and User Acceptance Testing (UAT) plans to ensure AI solutions meet business requirements and operational standards.
• Monitor AI performance, adoption, accuracy, productivity benefits and customer outcomes, providing insights and recommendations for continuous improvement.
• Conduct post-implementation reviews and fact checks to validate that AI outputs, automation outcomes and business processes remain aligned with business objectives, controls and governance requirements.
• Support Responsible AI and governance activities through documentation, testing evidence, validation records, issue tracking and control monitoring.
• Maintain AI artefacts including requirements, process documentation, prompt libraries, decision logic, test cases, user guides and performance dashboards.
• Support change management, communications, training and stakeholder engagement activities to drive successful adoption of AI solutions.
• Collaborate with business owners and SMEs to continuously refine AI capabilities based on user feedback, operational insights and evolving business needs.
• Support project delivery by managing deliverables, timelines, dependencies, risks, action tracking and stakeholder reporting.
• Ensure all AI initiatives comply with regulatory requirements, risk management controls, corporate policies and governance standards.

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 [email protected].