Training and Documentation Specialist

Manulife Insurance Malaysia; Quezon City; Hybrid; PHP 600,000 - 900,000; Full time

Job summary

Manulife Financial Corporation in the Philippines is seeking a dedicated training specialist to collaborate with Operations to identify training needs and map annual plans for internal teams. You will deliver product and process training for new hires and cross-training using in-person, virtual, deskside, coaching, and mentoring methods, while developing curricula and glide paths.

The role includes maintaining training docs, managing queues, and working with Quality to close gaps, with a focus

Qualifications

• Must meet or exceed performance metrics in the current position.
• Strong process knowledge and background in corporate training and documentation.
• Excellent training delivery skills with ability to transfer knowledge effectively.
• Effective learning transfer and coaching in diverse settings.
• Strong organizational, time management and work-management abilities.

Responsibilities

• Collaborate with Operations to identify training needs and map out annual training plans for internal teams.
• Facilitates product and process training for new hires and cross-training using varied facilitation methods – instructor-led classroom (in-person or virtual), deskside, hands-on training, coaching and mentoring.
• Develops and implements training curriculum, training plan and production glide paths.
• Updates and maintains training documentation in line with policies and procedures; manage documentation intake tool.
• Collaborate with Quality to close any training and documentation gaps; maintain audit trails for updates.

Skills

Training delivery

Analytical skills

Problem-solving

Time management

Organization

English writing skills

Adult learning principles

MS Office

Tools

PowerPoint

MS Office

SharePoint

Job description

Key Accountabilities:Collaborate with Operations to identify training needs and map out annual training plans for internal teamsFacilitates 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 mentoringDevelops and implements training curriculum, training plan and production glide pathsMake recommendations to improve and maintain staff knowledge inventory based on sound dataManages the training queues effectively, to ensure that no work falls out of TATManages trainee’s performance during training period and provide weekly feedback to Operations on recommendations for improvementDocumentation:Updates and maintains training documentation in line with policies and proceduresManage 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 effortManage small scale documentation update initiativesMaintain document controls assuring accurate audit trail for all updatesCollaborate with Quality team to close any training and documentation gapsKey Shared Accountabilities:Ensures the team’s compliance to OSCA standardsProvides additional capacity to Operations during peak seasonPrepares transition documents for trainees moving to guided productionConducts evaluations to identify areas of improvementAnalyzes the effectiveness of training and develop appropriate modification if neededPerforms miscellaneous job-related duties as assignedRequired Qualifications:Must be meeting or exceeding performance metrics in the current positionMust not have any attendance issues and have not received disciplinary action w/in the last 12 monthsDemonstrated capability to perform knowledge transferPreferred Qualifications:Strong process knowledge and background in Canadian Distributor ServicesExcellent training delivery skillsEffective learning transferStrong professionalism and work ethicsStrong analytical skillsStrong problem-solving and decision-making skillsStrong organizational, work management and time management abilitiesGood English writing skills and the ability to convey information clearly and effectively through both verbal and written communicationKnowledge in Adult Learning principles and methodologies are an advantageWillingness to keep abreast of new techniques in corporate teachingProficient in MS Office (esp. PowerPoint); e-learning software is an assetSharePoint knowledge is an assetTechnical writing skills is an assetWhen 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 HancockManulife 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 EmployerAt 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. To request a reasonable accommodation in the application process, contact [e-mail] .Working ArrangementHybrid