Training & Documentation Specialist

Manulife Financial; Philippines; Hybrid; PHP 400,000 - 600,000; Full time

Job summary

Manulife Financial is seeking a Trainer to deliver comprehensive process training for Canada Retail Insurance and align with team needs. You will collaborate with Operations to identify training needs, facilitate training for new hires, and maintain knowledge documentation across platforms.

Strong emphasis on knowledge transfer, documentation accuracy, and continuous improvement. The role requires mastery of training delivery, MS Office/PowerPoint, SharePoint, and familiarity with e-learning

Qualifications

• Meets or exceeds performance metrics in current role.
• No attendance issues; no disciplinary action in last 12 months.
• Demonstrated capability to perform knowledge transfer.

Responsibilities

• Deliver comprehensive process training for Canada Retail Insurance.
• Collaborate with Operations to identify training needs and map annual training plans.
• Facilitate product and process training for new hires and cross-training.
• Develop training curriculum, plan, and production glide paths.
• Update and maintain training documentation.
• Manage intake tool for documentation and ensure audit trails.

Skills

Training delivery

Knowledge transfer

English writing

Adult learning

Time management

Analytical skills

Tools

SharePoint

Salesforce

PowerPoint

MS Office

E-learning software

HTML knowledge

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.

關於宏利和恒康

宏利金融公司是一家業界領先的國際金融服務商，致力於幫助人們實現「輕鬆投資理財，樂享豐盛人生」。若要進一步了解我們，請瀏覽https://www.manulifeim.com/institutional/tw/en。

宏利是平等機會僱主

在宏利／恒康，我們擁抱多元。我們致力於吸引、培養及挽留和所服務客戶同樣多元的員工，並從而營造包容的工作環境，接納文化和個體差異。我們矢志維持公平的招聘、挽留、晉升及薪酬制度，我們管理的所有實踐及項目不會因種族、血統、原籍地、膚色、族裔、國籍、宗教或宗教信仰、信仰、性別（包括懷孕及其相關情況）、性取向、遺傳特徵、退伍軍人身份、性別認同、性別表達、年齡、婚姻狀況、家庭狀況、殘疾或受適用法律保護的任何其他因素而區別對待。

我們的首要任務是消除障礙，為員工提供平等就業機會。人力資源部代表將盡力為應徵過程中提出要求的申請人提供合理協助。申請人要求提供協助所分享的信息將會按照適用法律及宏利／恒康政策儲存及使用。應徵過程中如需協助，請聯絡[e-mail]。

Working Arrangement

混合式