Training and Documentation Specialist

Manulife Insurance Malaysia; Manila; Hybrid; PHP 300,000 - 600,000; Full time

Job summary

Manulife Insurance Malaysia is seeking a Training Specialist to partner with Operations to identify internal training needs, map annual plans, and develop curricula. You will deliver product and process training to new hires using instructor-led and hands-on methods, including coaching and mentoring.

You will manage documentation, maintain knowledge databases, oversee intake documentation, and collaborate with Quality to close gaps.

Qualifications

• Must be meeting or exceeding performance metrics in the current position.
• Must not have any attendance issues and have not received disciplinary action w/in the last 12 months.
• Demonstrated capability to perform knowledge transfer.

Responsibilities

• Collaborate with Operations to identify training needs and map out annual training plans for internal teams.
• Facilitate product and process training for new hires and cross-training using varied facilitation methods.
• Develop and implement training curriculum, training plan and production glide paths.
• Maintain document controls and ensure audit trails for all updates.
• Collaborate with Quality team to close any training and documentation gaps.

Skills

Performance metrics

Attendance discipline

Knowledge transfer

Training delivery

Adult learning principles

MS Office

SharePoint

Analytical skills

Problem solving

Time management

Tools

PowerPoint

Job description

Key Accountabilities

• Collaborate with Operations to identify training needs and map out annual training plans for internal teams
• Facilitate product and process training for new hires and cross-training using varied facilitation methods - instructor-led classroom (in-person or virtual), instructor-led deskside, hands-on training, coaching and mentoring
• Develop and implement training curriculum, training plan and production glide paths
• Make recommendations to improve and maintain staff knowledge inventory based on sound data
• Manage the training queues effectively, to ensure that no work falls out of TAT
• Manage trainee’s performance during training period and provide weekly feedback to Operations on recommendations for improvement
• Documentation: Updates and maintains training documentation in line with policies and procedures
• Manage intake tool for documentation (triage of incoming requests, providing timely responses)
• Ability to create and maintain procedure documentation in knowledge databases in an efficient way to reduce duplication and effort
• Manage small scale documentation update initiatives
• Maintain document controls assuring accurate audit trail for all updates
• Collaborate with Quality team to close any training and documentation gaps

Key Shared Accountabilities

• Ensures the team’s compliance to OSCA standards
• Provides additional capacity to Operations during peak season
• Prepares transition documents for trainees moving to guided production
• Conducts evaluations to identify areas of improvement
• Analyzes the effectiveness of training and develop appropriate modification if needed
• Performs miscellaneous job-related duties as assigned

Required Qualifications

• Must be meeting or exceeding performance metrics in the current position
• Must not have any attendance issues and have not received disciplinary action w/in the last 12 months
• Demonstrated capability to perform knowledge transfer

Preferred Qualifications

• Strong process knowledge and background in Canadian Distributor Services
• Excellent training delivery skills
• Effective learning transfer
• Strong professionalism and work ethics
• Strong analytical skills
• Strong problem-solving and decision-making skills
• Strong organizational, work management and time management abilities
• Good English writing skills and the ability to convey information clearly and effectively through both verbal and written communication
• Knowledge in Adult Learning principles and methodologies are an advantage
• Willingness to keep abreast of new techniques in corporate teaching
• Proficient in MS Office (esp. PowerPoint); e-learning software is an asset
• SharePoint knowledge is an asset
• Technical writing skills is an asset

When you join our team

We’ll empower you to learn and grow the career you want. We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. As part of our global team, we’ll support you in shaping the future you want to see.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html. Manulife is an Equal Opportunity Employer 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. It is our priority to remove barriers to provide equal access to employment. 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 used in a manner that is consistent with applicable laws and Manulife/John Hancock policies.

Working Arrangement

Hybrid

We’re Manulife. And we’re on a mission to make decisions easier and lives better. Better is what drives us. It’s what inspires us to find new ways to support customers and colleagues in living longer and healthier lives. It’s the reason we’re dedicated to investing in digital innovation and accelerating a sustainable and economically inclusive future.Joining us means you’ll be empowered to learn and grow your career. We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. And as part of our global team, you’ll help shape the future you want to see - and discover that better can take you anywhere you want to go.We’re proud of our accomplishments and recognitions. Recent awards include: 2024 Gallup Exceptional Workplace Award Winner Manulife Named one of Forbes World’s Best Employers 2023 Best Companies to Work for in Asia 2023 We’ve been recognized as one of Canada’s Top 100 Employers (2024) Manulife included in Bloomberg’s 2023 Gender-Equality Index.

Our ambition is to be the most digital, customer-centric global company in our industry. Learn more at https://www.manulife.com/.