Training & Documentation Specialist at Manulife · Waterloo

The AdminAdvantage Administration team within the Manulife Group Benefits organization links people, technology and expert services to simplify benefits administration and provide consistent, powerful member and client experience.  Our vision is to be recognized as the partner of choice within the industry for benefits solutions and benefits administration services.   

As a Training & Documentation Specialist, you’ll design and deliver training programs, develop procedural documentation, and support change readiness across multiple teams and locations. You’ll play a key role in enabling our Group Benefits business to deliver meaningful experiences to clients and help make Canadians healthier and organizations stronger.   

Are you passionate about creating impactful learning experiences and clear documentation that drives performance? Join our dynamic AdminAdvantage team, where innovation, collaboration, and continuous improvement are at the heart of everything we do.

Position Responsibilities:

• Design and deliver training for new recruits, cross-training, and business initiatives.

• Conduct needs assessments and developing training plans, lesson outlines, and materials.

• Create engaging content: job aids, workflows, presentations, and e-learning modules.

• Facilitate learning through classroom, virtual, and on-the-job coaching.

• Evaluate training effectiveness using assessments and feedback tools.

• Maintain and update procedural documentation in response to business changes.

• Collaborate with project teams to ensure training and documentation readiness.

• Support leaders and specialists with complex cases and technical inquiries.

• Drive continuous improvement in training content and delivery.

Required Qualifications:

• 3+ years of experience in training design, delivery, and evaluation.

• Strong understanding of adult learning principles and training cycles.

• Excellent communication, facilitation, and relationship-building skills.

• High proficiency in MS Office and virtual collaboration tools.

• Adaptability, initiative, and a customer-first mindset.

• Ability to manage multiple priorities and thrive in a fast-paced environment.

• A proactive approach to problem-solving and process improvement.

Preferred Qualifications:

• Certification in training, adult education, or “Train the Trainer” programs.

• Experience in the financial services industry, especially Group Benefits

• 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.

• Bilingualism (English and French) is an asset. If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of Quebec.

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.

#LI-HYBRID

The role being advertised is an existing vacancy.

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 hr@manulife.com.

Referenced Salary Location

Waterloo, OntarioHybrid

Salary range is expected to be between

$59,100.00 CAD - $98,500.00 CAD

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. If you are applying for this role outside of the primary location, please contact hr@manulife.com for the salary range for your location.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact hr@manulife.com for more information about U.S.-specific paid time off provisions.

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.