GLOBAL KNOWLEDGE , TRAINING AND DEVELOPMENT LEAD

The Global Knowledge Training and Development Lead plays a key role in enabling employees and service teams with the information, resources, and learning experiences needed to effectively navigate programs, processes, and services.

This role supports the governance, adoption, and continuous improvement of employee-facing knowledge while leading learning, readiness, and capability-building initiatives across Global People Services (GPS). The role helps ensure employees have access to accurate, accessible, and effective knowledge resources, while supporting the development of the skills and capabilities required to successfully adopt new processes, technologies, and ways of working.

Working closely with content owners, subject matter experts, and operational teams, the Knowledge Governance & Training Lead identifies opportunities to improve employee experience, self-service effectiveness, service delivery, and operational outcomes through effective knowledge and learning solutions. The role supports governance activities, business readiness, stakeholder enablement, and continuous improvement efforts that help drive organizational capability and long-term success.

Position Responsibilities

Enterprise Knowledge Governance

• Support the governance, quality, and continuous improvement of employee-facing knowledge content and related processes.
• Review and monitor knowledge assets to ensure alignment with established quality, accessibility, publishing, and governance standards.
• Conduct content audits and support content lifecycle activities including reviews, feedback management, maintenance, and continuous improvement.
• Provide guidance and coaching to content owners and authors on knowledge management standards, best practices, and content quality expectations.
• Develop and maintain governance documentation, templates, job aids, and supporting resources.
• Monitor knowledge performance metrics and identify opportunities to improve content quality, consistency, and user experience.
• Support onboarding and enablement of content owners, authors, and approvers by providing training, guidance, and ongoing support related to knowledge management processes and standards.

Learning, Readiness & Capability Development

• Design, develop, maintain, and deliver learning programs and resources that support Global People Services colleagues and stakeholders.
• Support the adoption of new processes, technologies, and service delivery models through effective learning, readiness, and enablement strategies.
• Facilitate engaging virtual and in-person training sessions and workshops.
• Conduct learning needs assessments and recommend solutions that address capability gaps and business requirements.
• Support operational readiness, system implementations, process improvements, and change initiatives through effective learning strategies.
• Assess learning effectiveness using participant feedback, operational insights, and business outcomes, and identify opportunities to enhance capability-building and readiness programs.

Required Qualifications

• Experience in knowledge management, learning and development, training, HR operations, or a related field.
• Experience creating, maintaining, reviewing, or supporting knowledge content, operational procedures, documentation, or reference materials.
• Experience applying content governance standards, quality review processes, or knowledge management practices.
• Experience designing, developing, and delivering training programs and learning materials for diverse audiences.
• Strong facilitation, presentation, and communication skills with the ability to translate complex information into clear and user-friendly content.
• Experience collaborating with subject matter experts and stakeholders to develop knowledge and learning solutions.
• Strong organizational and project management skills with the ability to manage multiple priorities and deadlines.

Preferred Qualifications

• Experience supporting employee services, HR, shared services, or operational environments.
• Experience with ServiceNow, SharePoint, or similar knowledge management platforms.
• Experience developing digital learning using tools such as Articulate Storyline, Rise, or similar technologies.
• Knowledge of adult learning principles and instructional design best practices.
• Experience supporting global training programs, organizational readiness, or change enablement initiatives.

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.

The role being advertised is an existing vacancy.

Acerca de Manulife y John Hancock

Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Para obtener más información acerca de nosotros, visite http://www.manulife.com .

Manulife es un empleador que ofrece igualdad de oportunidades

En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente.

Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a hr@manulife.com .

Referenced Salary Location

Waterloo, Ontario

Modalidades de Trabajo

Híbrido

Salary range is expected to be between

$59,100.00 CAD - $98,500.00 CAD

Los empleados también tienen la oportunidad de participar en programas de incentivos y recibir una compensación vinculada al rendimiento empresarial e individual. El salario real variará según las condiciones del mercado local, la geografía y factores relacionados con el puesto como conocimientos, habilidades, requerimientos, experiencia y educación/formación. Si solicitas este puesto fuera de tu ubicación principal, por favor escríbenos a hr@manulife.com para conocer el rango salarial correspondiente a tu ubicación.

Manulife ofrece a los empleados aptos una amplia variedad de beneficios personalizables, entre ellos, beneficios de salud, odontológicos, de salud mental, oftalmológicos, por discapacidad a corto y a largo plazo, cobertura de seguro de vida y por muerte accidental y desmembramiento, adopción/subrogación y bienestar, y planes de asistencia al empleado/familiar. También ofrecemos a los empleados admisibles varios planes de ahorro para la jubilación (incluidos planes de pensiones y un plan mundial de propiedad de acciones con contribuciones equivalentes del empleador) y recursos de asesoramiento y educación financiera. Nuestro generoso programa de tiempo libre remunerado en Canadá incluye feriados, vacaciones, días personales y días por enfermedad, y ofrecemos la gama completa de ausencia laboral reglamentaria. Si se está postulando para este puesto en los EE. UU., póngase en contacto con hr@manulife.com para obtener más información sobre las disposiciones relativas al tiempo libre remunerado específicas de EE. UU.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement (https://careers.manulife.com/global/en/talentacquisitionprivacystatement) .