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Bilingual Process Design
3 months ago
Bilingual Process Design & Documentation Specialist
We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.
Working Arrangement
Hybrid
Job Description
Our Group Benefits business is focused on creating an experience that is easy and meaningful to our clients. Group Benefits serves the needs of Plan sponsors, members and market sources, helping make Canadians healthier and organizations stronger.
If you enjoy working in a fast-paced, changing environment where every day brings something new and innovative ideas are encouraged, you may be the candidate we are looking for Plan Sponsor Administration is looking for a Process Design and Documentation Specialist to join our team. The successful candidate will be highly motivated, collaborative, influential, and a passionate professional who is committed to building solid relationships while delivering on initiatives.
Responsibilities
- Develop documentation on product overviews, systems, technical and functional processes.
- Create, update and maintain procedural documentation.
- Play a critical role in the change management & business readiness process by ensuring your business stakeholders are change-ready from a procedural documentation perspective. Liaise with Project and Production Support BAs when there are changes to workflows/processes to ensure documentation is updated; identify areas impacted by the changes; communicate changes to staff; and support technical training to staff.
- Support Seniors, Specialists and Leaders with handling complex cases, unique situations and escalated technical inquiries as requested.
- Collaborate across PSA to develop best practices and incorporate the big picture, working to improve training content and processes/procedures.
How will you create impact?
You will be responsible for completing needs analyses, planning, design, and training delivery. You will also be accountable for the evaluation of training programs and modules, including new hire, cross-training and refresher training. You also partner with our Strategic Initiatives team to ensure the successful delivery of project and business initiative training to meet the training needs of PSA teams across multiple locations, all while keeping the customer at the center of what we do.
What motivates you?
- You obsess about customers, listen, engage and act for their benefit.
- You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
- You thrive in teams and enjoy getting things done together.
- You take ownership and build solutions, focusing on what matters.
- You do what is right, work with integrity and speak up.
- You share your humanity, helping us build a diverse and inclusive work environment for everyone.
What we are looking for
- Bilingual (French & English) is required - The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.
- The process design profession isn’t new to you. You’ve spent at least 3 years growing your knowledge, skills and experience in this line of work.
- Knowledge and experience in the financial industry and specifically Group Benefits is considered a strong asset.
- You realize that the need to continue to learn and invest in your own development is a never-ending journey. If you have professional accreditation in training, ‘train the trainer’, or an adult education background, that’s even better
- You never lose sight of the customer - their needs and their experience in doing business with us. You put the customer at the center of everything you do.
- You have a clear track record of success in delivering & developing documentation in a fast-paced, professional environment.
- You learn FAST. You pick up new ideas, concepts, technologies, and tools easily.
- You have excellent knowledge of MS applications & communication tools.
- You have an approachable style that just makes people want to work with you - and that helps build great relationships between other people and groups.
- You demonstrate accountable behaviours – you take initiative and show ownership in everything you do.
- You “go with the flow” and can adapt to change, and even embrace it.
- You successfully manage competing priorities like a champion.
- You maintain your composure and best self during challenging times or interactions.
- You’re comfortable driving solution progress forward – even when your team doesn’t have all the answers yet. Dealing with the unknown and uncertain is no big deal for you.
- You’re a capable and innovative problem-solver using sound judgement to make business decisions that drive results and solve customer problems.
- You don’t like to stand by when you notice that there’s something that could work better for your team or Manulife. You want to improve things – and you do something about it
Does this sound like you?
- Exceptional attention to detail.
- Get it done mentality, flexibility & adaptability to change, resiliency with ambiguity.
- Strong negotiation & influencing skills.
- Action oriented.
- Problem Solver.
- Collaborative Team Player.
- Produce high-quality deliverables on time.
- Excellent verbal and written communication skills.
What can we offer you?
- A competitive salary and benefits package.
- A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
- A focus on growing your career path with us.
- Flexible work policies and strong work-life balance.
- Professional development and leadership opportunities.
Our commitment to you
- Values-first culture: We lead with our Values every day and bring them to life together.
- Boundless opportunity: We create opportunities to learn and grow at every stage of your career.
- Delivering the promise of Diversity, Equity and Inclusion: We foster an inclusive workplace where everyone thrives.
- Championing Corporate Citizenship: We build a business that benefits all stakeholders and has a positive social and environmental impact.
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About Manulife and John Hancock
Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions.
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.
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