Manager, Training and Development

2 weeks ago

Waterloo, Canada Manulife Full time

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

**The Opportunity**

The **Manager, Training and Development **is accountable for the management and leadership of the training and quality team for Inforce Insurance and will partner with leaders in both Canada and MBPS to support modernization of the learning journey in Insurance services, including training, quality, and documentation programs.

**Responsibilities**

Manage Quality Program
- Build a robust quality program across locations, focusing on accuracy, employee efficiency and the customer-facing service experience
- Investigate technology to help deliver the quality program modernization
- Identification of documentation/standards
- Coordinate management responses to internal quality audits

Training Programs & Documentation
- Modernize learning journey looking at ways to introduce self-pacing and digital learning
- Keep abreast of industry and organizational best practices
- Identify training needs/gaps and develop roadmaps to address
- Set learning objectives and create training programs for new hires and ongoing staff development
- Document training programs and monitor effectiveness and outcomes
- Communicate to all stakeholders any changes in processes/practices

Staff Development
- Evaluate, coach, and motivate staff to meet or exceed their performance objectives
- Develop self leadership in all staff and mentoring skills in senior technical staff
- Appropriately use Human Resource tools, practices, and resources to assist in staff management
- Recruit and select high quality/high performance staff with high caliber critical skills that complement the organization
***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**
- 5 years experience in leading/directing teams within the training and or quality environment
- Ability to manage fluctuating workloads and priorities and provide clear direction to staff
- Well developed research, planning and analytical and consulting skills
- Excellent negotiation and influencing and decision-making skills
- Well developed relationship building and relationship management skills
- Good project management skills
- Conceptual skills with ability to think strategically
- Strong technical aptitude
- Excellent change management skills and ability to lead change within the organization
- Strong presentation skills
- Excellent oral and written communication skills
- Excellent customer service skills
- Excellent knowledge of operational management and continuous improvement processes
- Excellent knowledge of adult learning principles and training development
- Excellent knowledge of administrative and procedures and business environment and impact to downstream processes
- Good knowledge of strategic planning and implementation

**Scope (Dimensions & Organizational Impact)**:

- Responsible to ensure training, quality and documentation meets the needs of the business
- Potential financial and reputation impact to Manulife if incorrect information is communicated, or if client-facing requests are processed incorrectly
- Collects feedback from staff and works with various business units to determine solutions
- Supports multiple projects where there are training, quality, and documentation impacts
- Authority to influence change and make recommendations
- Working with the Director, this role has the authority to create/introduce new methods of training
- Create/revise quality assurance programs; revise documentation utilized by the Operations staff
- 7-12 directly reporting staff members - individual contributors levels 3-5

**What can we offer you?**
- A competitive salary and benefits packages.
- 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 br

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