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. #LI-HYBRID The role being advertised is an existing vacancy. 關於宏利和恒康 宏利金融公司是一家業界領先的國際金融服務商，致力於幫助人們實現「輕鬆投資理財，樂享豐盛人生」。若要進一步了解我們，請瀏覽https://www.manulifeim.com/institutional/tw/en. 宏利是平等機會僱主 在宏利／恒康，我們擁抱多元。我們致力於吸引、培養及挽留和所服務客戶同樣多元的員工，並從而營造包容的工作環境，接納文化和個體差異。我們矢志維持公平的招聘、挽留、晉升及薪酬制度，我們管理的所有實踐及項目不會因種族、血統、原籍地、膚色、族裔、國籍、宗教或宗教信仰、信仰、性別（包括懷孕及其相關情況）、性取向、遺傳特徵、退伍軍人身份、性別認同、性別表達、年齡、婚姻狀況、家庭狀況、殘疾或受適用法律保護的任何其他因素而區別對待。 我們的首要任務是消除障礙，為員工提供平等就業機會。人力資源部代表將盡力為應徵過程中提出要求的申請人提供合理協助。申請人要求提供協助所分享的信息將會按照適用法律及宏利／恒康政策儲存及使用。應徵過程中如需協助，請聯絡 hr@manulife.com。 Referenced Salary Location Montreal, Quebec Working Arrangement 混合式 Salary range is expected to be between $52,650.00 CAD - $87,750.00 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. 我們是業界領先的金融服務提供者，致力於幫助全球客戶及同仁實現「輕鬆智選，精彩人生」。從環境計劃到社群投資，我們所有的業務活動都以價值觀為本。只有助力員工實現成長，組織才會取得矚目成就，因為只有當員工身心健康、受到尊重、獲得鍛煉與考驗時，員工和組織才能相互成就、實現共贏。 我們提供挑戰性十足、能帶來著實改變的工作內容，並且經營極具彈性且支援條件充沛的工作環境，以讓您協助我們的客戶實現「輕鬆智選，精彩人生」。 我們所獲得的成就和認可令我們引以為傲。近期獲得獎項包括： 富比士 2022 年全球最佳雇主 (Forbes 2022 World’s Best Employers) 2023 年加拿大百強雇主 (Canada’s Top 100 Employers 2023) 2022 年亞太地區最佳工作場所 (Best Place to Work in Asia-Pacific 2022) 2023 年加拿大青年最佳雇主 (Canada’s Top Employers for Young People 2023) 2022 年最佳 LGBTQ 平等工作場所 (Best Place to Work for LGBTQ Equality 2022) 如果想直接從收件匣接收我們的最新職缺資訊，請建立或登入帳戶，並瀏覽至頁面右上角的「Job Alerts」（職缺通知）部分。您可以在該處註冊接收職缺通知。 立即瀏覽 www.manulife.com/careers，瞭解您可如何攜手我們的製勝團隊發展您的職涯、發揮影響力，並推動真正的變革。