Assistant Manager Learning Development
Assistant Manager Learning Development
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Job Description
The Global Contact Center is seeking a multifaceted and strategic Assistant Manager to lead our North American Learning Facilitators. This role is essential in improving our learning delivery framework and ensuring the consistent development of our contact center staff. The Assistant Manager will collaborate closely with global teams and global contact center leaders to drive a cohesive and impactful learning experience.
Key Responsibilities:
Lead the North American Learning Facilitator team providing mentorship support and managing performance to ensure team efficiency.
Nurture a positive and encouraging team culture that aligns with the broader global learning and development strategy. Work closely with global counterparts to craft develop and implement training programs that meet both local and global business needs.
Ensure that the training content is relevant to top call drivers engaging and supports customer service goals.
Regularly evaluate the efficiency of training programs and implement improvements to improve learning outcomes while staying updated on industry trends and incorporating best practices.
Collaborate with business leaders to identify and understand learning needs ensuring alignment with interpersonal goals and act as a liaison for North American training initiatives providing updates and insights to senior management. Track and report on training metrics and outcomes using data to advise decisions demonstrating impact and ensuring compliance with relevant policies and procedures.
Required Qualifications:
Bachelors degree in Education Human Resources Business Administration or related field.
Minimum of 5 years of experience in learning and development or training roles preferably within a contact center environment.
Proven experience in managing and leading a team.
Strong project management skills with the ability to prioritise multiple priorities.
Excellent communication and interpersonal skills.
Preferred Qualifications:
Experience working in a global organization and collaborating with crossfunctional teams.
Knowledge of adult learning principles and instructional design.
Familiarity with learning management systems (LMS) and elearning platforms.
Certification in training or mentor (e.g. CPTD ATD).
When you join our team:
Well empower you to learn and grow the career you want.
Well recognize and support you in a flexible environment where wellbeing and inclusion are more than just words.
As part of our global team well 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 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 pregnancyrelated 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 .
Primary Location
Working Arrangement
Salary range is expected to be between
$64575.00 CAD $107625.00 CADIf you are applying for this role outside of the primary location please contact for the salary range for your location. The actual salary will vary depending on local market conditions geography and relevant jobrelated factors such as knowledge skills qualifications experience and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.
Manulife offers eligible employees a wide array of customizable benefits including health dental mental health vision short and longterm 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 for more information about paid time off provisions.
Required Experience:
Manager
Employment Type
Full-Time
