Training & Documentation Specialist

A Trainer’s primary responsibility is to deliver an effective and comprehensive process training for Canada Retail Insurance, aligned with the needs of the team and function to ensure adequate and highly skilled workforce. Work with team members and business team in updating and maintaining documentation on various knowledge management platforms.

Key Accountabilities: 

• Collaborate with Operations to identify training needs and map out annual training plans for internal teams 

• Facilitates product and process training for new hires and cross-training using varied facilitation methods – instructor-led classroom (in-person or virtual), instructor-led deskside, hands-on training, coaching and mentoring 

• Develops and implements training curriculum, training plan and production glide paths 

• Make recommendations to improve and maintain staff knowledge inventory based on sound data 

• Manages the training queues effectively, to ensure that no work falls out of TAT 

• Manages trainee’s performance during training period and provide weekly feedback to Operations on recommendations for improvement 

• Prepares transition documents for trainees moving to guided production 

• Conducts evaluations to identify areas of improvement 

• Analyzes the effectiveness of training and develop appropriate modification if needed 

• Performs miscellaneous job-related duties as assigned 

Documentation: 

• Updates and maintains training documentation in line with policies and procedures 

• Manage intake tool for documentation (triage of incoming requests, providing timely responses)   

• Ability to create and maintain procedure documentation in knowledge databases in an efficient way to reduce duplication and effort 

• Manage small scale documentation update initiatives  

• Maintain document controls assuring accurate audit trail for all updates 

• Collaborate with Quality team to close any training and documentation gaps 

Key Shared Accountabilities: 

• Ensures the team’s compliance to OSCA standards 

• Provides additional capacity to Operations during peak season 

Qualifications: 

• Must be meeting or exceeding performance metrics in the current position 

• Must not have any attendance issues and have not received disciplinary action w/in the last 12 months 

• Demonstrated capability to perform knowledge transfer 

Competencies: 

• Strong process knowledge and background in specific LOB

• Excellent training delivery skills  

• Effective learning transfer 

• Strong professionalism and work ethics 

• Strong analytical skills 

• Strong problem-solving and decision-making skills 

• Strong organizational, work management and time management abilities 

• Good English writing skills and the ability to convey information clearly and effectively through both verbal and written communication 

• Knowledge in Adult Learning principles and methodologies are an advantage 

• Willingness to keep abreast of new techniques in corporate teaching 

• Proficient in MS Office (esp. PowerPoint); e-learning software is an asset 

• SharePoint, Ondexx, Salesforce knowledge is an asset 

• Technical writing skills is an asset 

• HTML code skills is an asset 

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].