Scaling Agile in HR Service Delivery at Manulife - 2026 Next Practices Weekly
Next Practices Weekly recently welcomed Melinda Drexler and Samantha Hope-Duignam from Manulife for a practical and highly actionable discussion on how the organization successfully scaled Agile practices within HR service delivery. Faced with growing complexity, competing priorities, and a rapidly expanding HR technology modernization agenda, the team intentionally introduced Agile methodologies where demand and dependency risks were greatest - within HR Technology operations.
Hosted by Katheryn Brekken, PhD, and Tom Stone, of Institute for Corporate Productivity, the conversation explored how Manulife adapted Agile principles to fit HR realities without overengineering the process. Rather than implementing Agile as a rigid framework exercise, the team focused on improving visibility, prioritization, intake management, and strategic alignment. The session highlighted how disciplined workflows, clear ownership, and iterative delivery models enabled HR to move faster, reduce reactive work, and build greater organizational trust and clarity.
Key Topics Discussed
- Building Agile Around Business Outcomes, Not Buzzwords: Melinda and Sam emphasized that their Agile transformation was never about “doing Agile for Agile’s sake.” Instead, the focus remained on solving operational pain points, improving visibility into demand, and creating stronger alignment between HR technology work and business priorities.
- Replacing Reactive HR Requests with Structured Intake and Prioritization: The speakers shared how HR work was previously arriving through multiple disconnected channels, creating confusion and competing priorities. By introducing structured intake processes, backlog management, and clearer ownership, the team significantly improved decision-making and transparency across stakeholders.
- Adapting Agile Principles to Fit HR Realities: Rather than adopting every formal Agile ritual or framework, the Manulife team selectively implemented the practices that delivered value in an HR environment. Their approach demonstrated that Agile in HR can be practical, lightweight, and outcomes-focused when customized thoughtfully.
- Creating Visibility Across Complex, Global HR Operations: Operating across 22 countries and multiple regulatory environments required strong coordination and operational discipline. The session highlighted how Agile methodologies helped create greater visibility into dependencies, workloads, and delivery timelines across a highly matrixed global organization.
- Strengthening Cross-Functional Collaboration and Trust: The discussion underscored the importance of partnership between HR, technology, and business stakeholders. Clear prioritization processes and iterative delivery models enabled teams to build confidence, improve communication, and foster stronger collaboration across functions.
The session offered HR leaders a practical look at how Agile can improve speed, prioritization, and collaboration within HR service delivery. Melinda and Sam shared actionable lessons on adapting Agile principles to fit real organizational needs - without overcomplicating the process. If you missed the live discussion, be sure to watch the recording to hear firsthand how Manulife successfully scaled Agile practices across HR Technology.
Resources Shared
- Manulife Case Study: Discover how Manulife scaled HR transformation at speed by using Agile practices to modernize Workday and improve HR service delivery. Read the Manulife Case Study
- Designed for Disruption – Download the Report: Future-ready organizations don’t just adapt - they’re built for disruption. Explore the agility routines driving performance in this latest research from Institute for Corporate Productivity. Access the Designed for Disruption report
To ensure open discussion, this event was exclusively for HR practitioners. Vendors and consultants were not permitted to attend.
