Scaling Agile in HR Service Delivery at Manulife

Many HR teams struggle with too much work and no clear way to prioritize it.

Manulife’s Global HR Technology team faced a 206-item backlog – while supporting ongoing operations and rising business demands. Their solution: reimagine how work gets done by adopting a more agile, disciplined approach to intake, prioritization, and delivery

In this case study:

    • Learn how Manulife replaced reactive ticketing with structured intake, daily triage, and a visible “book of work” to manage demand and prioritize strategically
    • Discover the Agile practices they piloted and scaled to drive real-time visibility into capacity and progress
    • Follow how the team evolved into a strategy-led operating model, enabling HR to prioritize work based on business impact

Read the case study to see how Manulife turned a growing backlog into a more structured, outcome-driven HR delivery model.
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