Training and Documentation Specialist

6 months ago

Montréal, 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

Are you interested in working in an innovative area with great opportunities?
Our Group Benefits business is focused on creating an experience that is easy and meaningful for our clients. Group Benefits serves the needs of Plan sponsors, members and market sources, helping make Canadians healthier and organizations stronger.

**Responsibilities**
- Design and deliver training for new hires, cross training as well as for initiatives and projects in various locations
- Assessing training needs of learner/Business and:

- Develop training plans/approach
- Build out lesson plans
- Estimate training work/task efforts
- Develop training and teaching materials including job aids, procedural documentation, workflows, presentation materials and training activities to maximize the learning impact
- Facilitate learning through a variety of delivery methods including classroom instruction, e-learning, on-the-job coaching, and virtual training
- Deliver training on product overviews, systems, technical and functional processes
- Track and report on training outcomes and provide feedback to Managers regarding trainees' performance and development and make recommendations for improvement
- Creating, updating and maintaining procedural documentation
- Play a critical role in the change management & business readiness process by ensuring your business stakeholders are change-ready from a training and procedural documentation perspective. Liaise with Project and Production Support BA’s when there are changes to workflows/processes to ensure documentation is updated; identify areas impacted by the changes; communicate changes to staff; and provide technical training to staff
- Support Seniors, Specialists and Leaders with handling complex cases, and 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**
- Exceptional attention to detail
- Get it done mentality, flexible & 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 you bring**:

- You realize that the need to continue to learn and invest in your own development is a never-ending journey. And if you have professional accreditation in training, ‘train the trainer’, adult education background, that’s even better
- You have experience with the training cycle, including needs assessment, design, delivery, implementation and evaluation of the training
- 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
- The training profession isn’t new to you. You’ve spent at least 3 years growing your knowledge, skills and experience in this line of work and you have a clear track record of success in delivering & developing training in a fast-paced, professional environment
- You learn FAST. You pick up new ideas, concepts, technologies, and tools easily
- 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

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