Bilingual Process Design

3 months ago

Montréal QC, 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

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.

**Responsibilities**
- Develop documentation on product overviews, systems, technical and functional processes
- 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 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, 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 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**:

- Knowledge and experience in the financial industry and specifically Group Benefits is considered as a strong asset
- 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 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 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 and 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 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 challenging 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

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