Training, Documentation and Audit Lead

Equitable Life of Canada; Waterloo; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

Equitable Life of Canada is seeking a Training, Documentation and Audit Lead based in Waterloo. This hybrid role involves training new hires and existing staff, overseeing compliance activities, and maintaining a comprehensive knowledge management system. Ideal candidates will have significant experience in adult education and group issues, contributing to a supportive, growth-oriented workplace.

Benefits

Annual bonus program

Company-paid benefits program

Tuition support

Onsite cafeteria

Employee resource groups

Qualifications

• Five or more years experience in group issues and amendments.
• Sound knowledge of training methodologies related to adult education.
• Ability to develop individualized training plans.

Responsibilities

• Design and deliver training for new hires and existing staff.
• Conduct quality audits and document findings for continuous improvement.
• Serve as a Subject Matter Expert (SME) for training processes.

Skills

Training concepts

Documentation preparation

Interpersonal skills

Organizational skills

Client focused approach

Education

Bachelor's degree or equivalent experience

Tools

Microsoft Office Suite

BMS

TELUS systems

Job description

Training, Documentation and Audit Lead Waterloo, ON, Canada Req #2899 Monday, July 7, 2025 At Equitable, we realize that your work life is not just about performing a job; it's about being part of a workplace that helps you grow and reach your full potential. Within our friendly and collaborative work environment, we recognize that the key to our growth and success is a dedicated, motivated and client-responsive staff. Join Equitable today.

Position Title: Training, Documentation and Audit Lead
Reports To: Manager, Group Underwriting
Department: Group
Term: Permanent Full-Time

Work Arrangements: This is a hybrid role. You will work in our office in Waterloo, ON a minimum of two (2) assigned, consecutive days every other week, plus a fifth (5th) assigned day per month. You are welcome to work from the office more than the minimum requirement and there may be some roles that are required to work in our office more than the minimum requirement.

The Opportunity: Equitable is growing! We are looking for a Training, Documentation and Audit Lead to join our Group team! The training, documentation and audit lead role is key support and enablement role for the Group Issue Operation. The mandate for this role is very broad requiring deep technical expertise covering such things aso nboarding and training for all new and existing employees; developing training material and execute as required; completing quality audits for all levels of Business Setup Specialists;defining and documenting best practices for all aspects of the operation; defining and documenting processes that are aligned to best practices;acting as a Subject Matter Expert (SME) for inquiries and IT projects; overseeing compliance activities;developing and maintaining knowledge management system;responsible for continuing education and development through the identification of skill gaps, development of job specific training modules for all employees and through ongoing research of new training tools and methodologies.The accountability for onboarding and training of new and existing employees requires the Training Documentation and Audit Lead to develop and deliver modularized training customized to the experience of the participants. Training programs will be delivered using a variety of mediums and also provide regular and objective feedback to the learner and the leadership team. The accountability for quality audits requires the development and ongoing review of the Quality Program to ensure it is an effective tool to help the business achieve the desired outcomes. Audits will be completed across all lines of business. The incumbent will ensure quality data analysis is completed to identify improvement opportunities and update process documentation and audit criteria accordingly.Access to current, accurate, organized reference material is essential not only for new learners but for experienced Business Setup Specialists needing to refresh themselves on Issue and Amendment practice. The incumbent is responsible for designing and maintaining a robust knowledge management system that provides a “one stop shop” for all information needs related to Group Issue and Amendment best practice and processes. The Training, Documentation and Audit Lead will serve as the Subject Matter Expert and a resource to address questions from the Claims team, the Sales and Service teams, the Legal department regarding best practices. The incumbent will also serve as a SME for IT related projects and/or other projects related to the department.Where a gap in a process is identified or automation affords new ways of working, the Training, Documentation and Audit Lead will play an integral role in designing the new process, documenting the process and training the process. The Incumbent will ensure that front line employees doing the work are involved in shaping and piloting, where appropriate, the solutions.Now is an exciting time to join one of the Waterloo Area’s Top Employer for 2025 and Southwestern Ontario’s Top Employers for 2024!

What you will be doing:

• Training Role

• New Hires:
• Meet with new trainees to assess skills and experience for the role
• Develop individualized training plan with key areas of focus, learning objectives and timelines
• Training may include web-based modules, self- study of resources, observation of peers doing work, review of process and/or practice documentation followed by quizzes, etc
• Track and report trainees progress on training report card with testing results and objective measures wherever possible
• Arrange regular meetings with the manager and trainee to review progress, share feedback and alter training goals as required
• Conduct regular testing on core modules throughout the training and complete benchmarking to QA standards at the completion of training
• Develop and implement transitional support after the successful benchmarking to support ongoing learning again, with specific goals and timelines
• Existing staff:
• Leverage Quality data to identify systemic training needs and develop appropriate training support (job aide, classroom training, web module, etc)
• For refresher training for an individual team member, meet with the employee and manager to review training objectives
• Develop individualized training plan with key areas of focus, learning objectives and timelines
• Training may include web-based modules, self-study of resources, observation of peers doing work, review of process and/or practice documentation followed by quizzes, etc
• Track and report trainees progress on training report card with testing results and objective measures wherever possible
• Arrange regular meetings with the manager and employee to review progress, share feedback and alter training goals as maybe required
• Conduct regular testing throughout the training
• Develop and implement transitional support, as appropriate

• Auditing Role:

• Audit the New Issue or Amendment to ensure that requested item is completed accurately and in a timely fashion from a document, BMS system and TELUS system perspective and the product matches what the client has requested.
• Document and report findings of each review to be included in Individual and team metrics and reporting
• Keep the Manager informed of all findings
• Provide developmental findings in a professional and diplomatic manner directly to the team member.
• Analyze, document and prepare monthly, quarterly (4) and annual statistic reports indicating the overall audit findings and make appropriate recommendations to management to ensure process opportunities are identified.

• Subject Matter Expert (SME):

• Acts as the key resource to:
• Claims teams for non-standard approaches requested by the Plan Sponsor or Advisor at the case level
• Sales and service teams regarding the best practices, process, reporting or any customized plan requests
• Legal department regarding best practices
• IT for projects connected to the Group Issue team
• Internal and external audits

• Other Responsibilities:

• Organize and maintain all training and documentation materials that support the Group Issue team.
  
  

What you will bring:

• Five or more years experience in all aspects of Group Issue and Amendments
• Sound knowledge and understanding of training concepts and methodologies related to adult education
• Understanding of and competence with all group benefits product offerings at Equitable
• Ability to work independently researching and implementing best practices with respect to training adults
• Proven experience and on-going interest and passion for documentation and course preparation and delivery of interactive training sessions using a variety of methods (web-based training, classroom training, job aids, multi-media visual aids and reference material)
• Strong Organizational skills with ability to manage and prioritize multiple projects simultaneously, meeting deadlines with limited supervision in a high paced environment where resource changes have an immediate impact on our ability to meet service standards on both new and existing business.
• A positive attitude and client focused approach to deal with challenging situations with integrity while promoting EQ and all its products and brand in a positive way.
• Ability to perform in a constantly changing environment
• Excellent interpersonal and communication skills
• Proven ability to work as part of a team and independently
• Expert computer skills (Microsoft Office suite, BMS, Telus systems)

What’s in it for you:

• A healthy work-life balance with employee wellness top of mind
• Annual bonus program, annual vacation allowance, and company-paid benefits program
• An additional paid volunteer day each year so you can spend time giving back to the community
• Immediate enrollment in the company’s pension program with employer matching
• Employee resource groups that support an inclusive work environment
• Tuition support and specialized program assistance
• An onsite full-service cafeteria with a variety of daily options
• Discounts on company products and services, and access to exclusive employee perks
• Regular EQ Together events focused on company togetherness and collaboration
  
  

As part of the recruitment/offer process you will be required to:

• Provide two professional references (minimum one supervisor and above)

This role is open due to an existing vacancy.

To learn more about Equitable, we encourage you to explore our organization.

At Equitable, we are committed to providing equal access to employment opportunities across our organization. Please contact our HR team at [emailprotected] if you would like to receive our job postings in an alternative format or require an accommodation with the application process.

#LI-Hybrid

Other details

• Job Family Individual Contributor - Non Transactional
• Pay Type Salary

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