Manulife accelerates generative AI adoption with global ethical framework and responsible AI principles

Manulife Advances Generative AI Across Global Operations with Ethical Commitment

Manulife is accelerating its artificial intelligence (AI) efforts, deploying more than 43 generative AI (GenAI) use cases already in production and planning to double that number by the end of the year. The company is also investigating over 450 additional AI concepts, signaling a significant integration of AI technology throughout its global business.

Introducing Responsible AI Principles

At the heart of this expansion is Manulife’s “Responsible AI Principles,” a set of guidelines ensuring ethical AI development and deployment across all regions and business units. These principles prioritize ethical data use, transparency, human empowerment, and alignment with the company’s sustainability and governance goals.

Jodie Wallis, Manulife’s global chief analytics officer, stated, “As GenAI reshapes our industry, we’re focused on driving innovation without compromising trust, ethics, or accountability. Our principles ensure AI systems are explainable, free from bias, and centered on human agency.”

• Aligning AI use with the company’s code of business conduct and impact agenda
• Prioritizing safety and accountability in AI governance
• Designing energy-efficient, sustainable AI solutions
• Ensuring AI tools are explainable, bias-aware, and reliable
• Promoting human empowerment and upskilling
• Collaborating with industry leaders and AI experts to continuously improve practices

Growth and Impact of AI at Manulife

Manulife began developing its AI capabilities in 2016. Over the past three years, it has expanded rapidly through strategic investments in data platforms and AI infrastructure. The company now employs around 200 data scientists and machine learning engineers and has deployed GenAI tools company-wide.

Supporting this rollout is a global skills-building program aimed at employees, leaders, and technical teams. In 2024 alone, Manulife estimates that its digital customer initiatives, powered significantly by AI, have delivered over $600 million in benefits. The firm expects its broader digital transformation to produce a threefold return on investment by 2027.

Ethical Leadership as a Cornerstone

As AI becomes more central in financial services, Manulife emphasizes ethical leadership as essential for sustainable success. Karen Leggett, global chief marketing officer, explained, “Our Responsible AI Principles are not just aspirational; they are operational. They guide every AI use case, workflow, and customer interaction, helping us innovate with integrity.”

Wallis also highlighted the importance of ongoing learning and adaptation, especially as regulations evolve and technology advances. Speaking at the Reuters Momentum AI Summit, she stressed the need for AI systems that remain trustworthy, inclusive, and beneficial.

Manulife’s Global Reach

With over 37,000 employees and more than 109,000 agents, Manulife serves more than 36 million customers worldwide. Its offerings include financial advice, insurance, and investment management services.

For operations professionals, Manulife’s approach illustrates how embedding responsible AI governance and scaling AI capabilities can deliver measurable business value while maintaining trust and compliance.