GLOBAL KNOWLEDGE

The Global Knowledge Training and Development Lead plays a key role in enabling employees and service teams with the information, resources, and learning experiences needed to effectively navigate programs, processes, and services. This role supports the governance, adoption, and continuous improvement of employee-facing knowledge while leading learning, readiness, and capability-building initiatives across Global People Services (GPS). The role helps ensure employees have access to accurate, accessible, and effective knowledge resources, while supporting the development of the skills and capabilities required to successfully adopt new processes, technologies, and ways of working. Working closely with content owners, subject matter experts, and operational teams, the Knowledge Governance & Training Lead identifies opportunities to improve employee experience, self-service effectiveness, service delivery, and operational outcomes through effective knowledge and learning solutions. The role supports governance activities, business readiness, stakeholder enablement, and continuous improvement efforts that help drive organizational capability and long-term success. Support the governance, quality, and continuous improvement of employee-facing knowledge content and related processes. Review and monitor knowledge assets to ensure alignment with established quality, accessibility, publishing, and governance standards. Conduct content audits and support content lifecycle activities including reviews, feedback management, maintenance, and continuous improvement. Provide guidance and coaching to content owners and authors on knowledge management standards, best practices, and content quality expectations. Monitor knowledge performance metrics and identify opportunities to improve content quality, consistency, and user experience. Support onboarding and enablement of content owners, authors, and approvers by providing training, guidance, and ongoing support related to knowledge management processes and standards. Learning, Readiness & Capability Development Facilitate engaging virtual and in-person training sessions and workshops. Support operational readiness, system implementations, process improvements, and change initiatives through effective learning strategies. Assess learning effectiveness using participant feedback, operational insights, and business outcomes, and identify opportunities to enhance capability-building and readiness programs. Experience in knowledge management, learning and development, training, HR operations, or a related field. Experience creating, maintaining, reviewing, or supporting knowledge content, operational procedures, documentation, or reference materials. Experience applying content governance standards, quality review processes, or knowledge management practices. Experience designing, developing, and delivering training programs and learning materials for diverse audiences. Strong facilitation, presentation, and communication skills with the ability to translate complex information into clear and user-friendly content. Strong organizational and project management skills with the ability to manage multiple priorities and deadlines. Experience supporting employee services, HR, shared services, or operational environments. Experience with ServiceNow, SharePoint, or similar knowledge management platforms. Experience developing digital learning using tools such as Articulate Storyline, Rise, or similar technologies. Knowledge of adult learning principles and instructional design best practices. Experience supporting global training programs, organizational readiness, or change enablement initiatives. We'll recognize and support you in a flexible environment where well-being and inclusion are more than just words. Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. 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. 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 u