The Learning and Knowledge Management team provides learning solutions to all GWAM Operations, regardless of geographical location and working closely with the Training teams in MBPS. Our mission is to be a high performing team of learning experts who deliver innovative, adaptable full-service training solutions across the organization to provide a memorable customer experience.

Working within a matrix reporting structure between the Manager, Learning and Knowledge Management and Training Manager, Manulife Business Processing Services (MBPS), this role involves working with team members and business team in updating and maintaining of documentation on various knowledge management platforms. The triage, review and response of inquiries coming through the team database needs to be managed. Additionally, the role entails involvement in smaller process reviews, and continuous improvement and assistance with the implementation of proposed changes.  

Position Responsibilities:

Documentation (80%)/Project Support (10%)/Communication (10%):

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 effortManage small scale documentation update initiativesMaintain document controls assuring accurate audit trail for all updatesSupport additional audit functions as neededMaintain consistent branding, style, classification, and layout across contentWork independently and collaboratively with members of the team in North America to implement KM improvement projectsEnsure governance structure is followed

Required Qualifications:

Solid time management skills, self-motivated and the ability to independently manage a busy, volume-driven workloadDemonstrated ability to manage ad hoc tasks and adapt quicklyGood knowledge and comfort in using Office 365 suite, including WordGood English writing skills and the ability to convey information clearly and effectively through both verbal and written communicationGrowth mindset: Always looking for ways to make continuous improvementsDemonstrated judgment and decision-making skillsAbility to be flexible and exercise judgment in a changing environmentStrong, collaborative, team player who works well independently and as a team memberTechnology savvy being able to work within multiple systems

Preferred Qualifications:

Technical writing skills an assetHTML code skills an assetSharePoint, Ondexx, Salesforce knowledge is an asset

Background in GWAM Retirement Operations 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 recruitment@manulife.com.

Working Arrangement

Hybrid