Training & Documentation Specialist

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

Benefits offered by this job

Hybrid work arrangement

Flexible environment

Job summary

Manulife is seeking a Trainer to deliver comprehensive process training for Canada Retail Insurance, aligning with team needs and ensuring a skilled workforce. The role includes updating documentation across knowledge management platforms and collaborating with Operations to plan annual training initiatives.

The trainer will facilitate sessions for new hires, manage training queues, track trainee progress, and contribute to continuous improvement of training materials.

Qualifications

• Strong training delivery skills.
• Knowledge transfer capability and documentation.
• Analytical and problem-solving abilities.
• Excellent written English communication.

Responsibilities

• Collaborate with Operations to identify training needs and map annual training plans.
• Facilitate product and process training for new hires and cross-training using multiple methods.
• Develop and implement training curriculum and plans.
• Monitor staff knowledge inventory and provide feedback.
• Prepare transition documents for trainees moving to production.
• Evaluate training effectiveness and modify as needed.

Skills

Training delivery

Knowledge transfer

Process knowledge

Analytical skills

Time management

Tools

MS Office (PowerPoint)

SharePoint

Salesforce

Ondexx

E-learning software

HTML

Job description

A Trainer’s primary responsibility is to deliver an effective and comprehensive process training for Canada Retail Insurance, aligned with the needs of the team and function to ensure adequate and highly skilled workforce. Work with team members and business team in updating and maintaining documentation on various knowledge management platforms.

Key Accountabilities:

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), instructor-led deskside, hands-on training, coaching and mentoring Develops and implements training curriculum, training plan and production glide paths Make recommendations to improve and maintain staff knowledge inventory based on sound data Manages the training queues effectively, to ensure that no work falls out of TAT Manages trainee’s performance during training period and provide weekly feedback to Operations on recommendations for improvement 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 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.

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.

Competencies:

Strong process knowledge and background in specific LOB 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, Ondexx, Salesforce knowledge is an asset Technical writing skills is an asset HTML code 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. To request a reasonable accommodation in the application process, contact [e-mail].

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/.