• Job Description

  Req#: JR24010996

  We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

  Working Arrangement

  Remote

  Job Description

  The Opportunity

  The Manager, Training and Development is accountable for the management and leadership of the training and quality team for Inforce Insurance and will partner with leaders in both Canada and MBPS to support modernization of the learning journey in Insurance services, including training, quality, and documentation programs.

  Responsibilities

  Manage Quality Program

  • Build a robust quality program across locations, focusing on accuracy, employee efficiency and the customer-facing service experience
  • Investigate technology to help deliver the quality program modernization
  • Identification of documentation/standards
  • Coordinate management responses to internal quality audits

  Training Programs & Documentation

  • Modernize learning journey looking at ways to introduce self-pacing and digital learning
  • Keep abreast of industry and organizational best practices
  • Identify training needs/gaps and develop roadmaps to address
  • Set learning objectives and create training programs for new hires and ongoing staff development
  • Document training programs and monitor effectiveness and outcomes
  • Communicate to all stakeholders any changes in processes/practices

  Staff Development

  • Evaluate, coach, and motivate staff to meet or exceed their performance objectives
  • Develop self leadership in all staff and mentoring skills in senior technical staff
  • Appropriately use Human Resource tools, practices, and resources to assist in staff management
  • Support professional development opportunities for staff to increase their knowledge, skills, or practical application of role related expertise
  • Recruit and select high quality/high performance staff with high caliber critical skills that complement the organization

  What motivates you?

  • You obsess about customers, listen, engage, and act for their benefit.
  • You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
  • You thrive in teams and enjoy getting things done together.
  • You take ownership and build solutions, focusing on what matters.
  • You do what is right, work with integrity and speak up.
  • You share your humanity, helping us build a diverse and inclusive work environment for everyone.

  What we are looking for

  • 5 years experience in leading/directing teams within the training and or quality environment
  • Ability to manage fluctuating workloads and priorities and provide clear direction to staff
  • Well developed research, planning and analytical and consulting skills
  • Excellent negotiation and influencing and decision-making skills
  • Well developed relationship building and relationship management skills
  • Good project management skills
  • Conceptual skills with ability to think strategically
  • Strong technical aptitude
  • Excellent change management skills and ability to lead change within the organization
  • Strong presentation skills
  • Excellent oral and written communication skills
  • Excellent customer service skills
  • Excellent knowledge of operational management and continuous improvement processes
  • Excellent knowledge of adult learning principles and training development
  • Excellent knowledge of administrative and procedures and business environment and impact to downstream processes
  • Good knowledge of strategic planning and implementation

  Scope (Dimensions & Organizational Impact):

  • Responsible to ensure training, quality and documentation meets the needs of the business
  • Potential financial and reputation impact to Manulife if incorrect information is communicated, or if client-facing requests are processed incorrectly
  • Collects feedback from staff and works with various business units to determine solutions
  • Supports multiple projects where there are training, quality, and documentation impacts
  • Authority to influence change and make recommendations
  • Working with the Director, this role has the authority to create/introduce new methods of training
  • Create/revise quality assurance programs; revise documentation utilized by the Operations staff
  • 7-12 directly reporting staff members – individual contributors levels 3-5

  What can we offer you?

  • A competitive salary and benefits packages.
  • A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
  • A focus on growing your career path with us.
  • Flexible work policies and strong work-life balance.
  • Professional development and leadership opportunities.

  Our commitment to you

  • Values-first culture: We lead with our Values every day and bring them to life together.
  • Boundless opportunity: We create opportunities to learn and grow at every stage of your career.
  • Continuous innovation: We invite you to help redefine the future of financial services.
  • Delivering the promise of Diversity, Equity, and Inclusion: We foster an inclusive workplace where everyone thrives.
  • Championing Corporate Citizenship: We build a business that benefits all stakeholders and has a positive social and environmental impact.

  About Manulife and John Hancock

  Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.

  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 .

  Salary & Benefits

  The annual base salary for this role is listed below.

  Primary Location

  CAN, Ontario - Full Time Remote

  Salary range is expected to be between

  $78,975.00 CAD - $142,155.00 CAD

  If you are applying for this role outside of the primary location, please contact recruitment@manulife.com for the salary range for your location. 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. 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 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 recruitment@manulife.com for more information about U.S.-specific paid time off provisions.

• About the company

  Manulife Financial Corporation is a Canadian multinational insurance company and financial services provider headquartered in Toronto, Ontario, Canada.

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