Learning & Documentation Specialist

We’re 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. You’ll 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. You’ll 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 adult‑education role (corporate or similar).

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

• Hands‑on 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, learner‑centered materials for diverse audiences.

• Strong planning, prioritization, and stakeholder management skills in a fast‑moving 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:

• 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.

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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 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 [email protected].

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 [email protected] 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 [email protected] 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.