The Learning Facilitator is accountable for the facilitation of skill-based training for multiple business units within the Contact Center environment, primarily Group Benefits.

Position Responsibilities:

• Facilitate learning to appropriate audiences, in a professional manner, in a variety of settings including classroom training, workshops, hands-on, E-learning, live video/Web-ex training, coaching and guided self-study.
• Regularly review and evaluate course delivery and material to ensure they meet client and learner needs and that standards of quality and effectiveness are maintained.
• Follow up with learners and stakeholders to measure program success and ensure learning transfer.
• Conduct training needs and skill gap analyses for transactional/service roles.
• Create learning objectives and measures to deliver knowledge transfer.
• Provide training performance feedback to participants and managers.
• Manage intake process and prioritization for training requests.
• Create and maintain variety of training documents and aids.
• Create and manage project plans and training schedules.

Required Qualifications:

• Facilitation and presentation experience, comfortable presenting in front of large and small audiences
• Excellent written and verbal communication skills.
• Demonstrated consistent use of good judgment and professionalism when dealing with sensitive, confidential matters.
• Excellent time management skills where multiple large projects are successfully managed.
• Attention to detail.
• Ability to create and maintain strong working relationships with all levels of employees.
• Ability to be flexible and adaptable when dealing with change.
• Ability to work independently and/or in a team setting.
• Ability to work independently on several projects and keep all stakeholders informed.
• Proficient in MS Office software suite.
• Familiarity with Adult Education Learning principles.
• Strong product and industry knowledge.
• Extensive knowledge of business unit systems, and all functional business areas.
• Ability to diagnose and recommend training solutions based on business objectives and initiatives.

Preferred Qualifications:

• Bilingual French/English is an asset. The successful candidate may be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.
• Knowledge of Group Benefits is a major asset.
• Knowledge of long term care is an asset.

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.

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].

Montreal, QuebecHybrid

Salary range is expected to be between

$50,250.00 CAD - $83,750.00 CAD

If you are applying for this role outside of the primary location, please contact [email protected] 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 [email protected] for more information about U.S.-specific paid time off provisions.