Learning & Documentation Specialist

Were looking for a Learning & Documentation Specialist who will design develop and deliver effective learning experiences that build capability across our Vitality Concierge and Digital Desk teams. Youll apply adult-learning principles and modern instructional design to help our people master digital tools elevate customer experience and drive operational excellence.

A core part of this role is owning the creation maintenance and continuous improvement of operational procedures and documentation. Youll ensure teams have accurate accessible and up to date guidance that supports consistency confidence and performance in a fast evolving environment.

This role is a key contributor to the learning strategy within Insurance Operations and plays a visible part in enabling performance at scale.

Position Responsibilities:

Instructional Design & Content Development

• Design blended learning (eLearning microlearning video simulations) using ADDIE/SAM and adult learning practices.

• Develop high-quality learning materials including storyboards facilitator/participant guides job aids and performance support tools.

• Maintain and refresh learning content to ensure accuracy consistency and alignment with operational changes.

• Leverage tools such as Articulate Rise Camtasia Canva and Adobe InDesign (or equivalents).

Knowledge Management & Documentation

• Create update and maintain operations procedures process guides and best-practice documentation that reinforce learning and enable just-in-time performance support.

• Collaborate with SMEs leaders and frontline teams to validate accuracy and incorporate updates quickly and effectively.

Facilitation & Enablement

• Facilitate engaging virtual and in-person learning for frontline and specialist audiences coach learners through application and transfer.

• Support onboarding programs and mentorship activities to accelerate time-to-proficiency.

Performance Consulting & Analysis

• Partner with leaders and SMEs to diagnose skill gaps define success criteria and recommend learning solutions that address real performance needs.

• Conduct needs analysis and translates business objectives into clear learning outcomes and capability roadmaps.

Measurement & Continuous Improvement

• Evaluate learning effectiveness (e.g. application performance QA impact) and iterate for continuous improvement.

• Share insights and recommendations to strengthen learning impact and operational outcomes

Required Qualifications:

• 2 years in Learning & Development instructional design facilitation or a related adulteducation role (corporate or similar).

• Demonstrated experience applying adultlearning principles to design and deliver effective learning.

• Handson experience with eLearning and media tools (e.g. Articulate Storyline/Rise Camtasia; Adobe InDesign/Canva or similar).

• Ability to simplify complex topics and create clear learnercentered materials for diverse audiences.

• Strong planning prioritization and stakeholder management skills in a fastmoving environment.

Preferred Qualifications:

• Experience in financial services/insurance operations

• Familiarity with insurance digital tools and the Vitality program

• Experience using digital tools to deliver track and evaluate learning without a formal LMS

• Exposure to Agile environments and cross-functional project teams

• 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:

• Well empower you to learn and grow the career you want.

• Well recognize and support you in a flexible environment where well-being and inclusion are more than just words.

• As part of our global team well support you in shaping the future you want to see.

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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 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 .

Referenced Salary Location

Salary range is expected to be between

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 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 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.