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 + Providesadditional 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. **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 recruitment@manulife.com . **Modalidades de Trabajo** Híbrido