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About the Role
The Documentation and Training Analyst will integrate approved future-state designs, business rules, and other requirements into comprehensive learning and documentation packages. This role partners with various teams to convert approved content into usable procedures and learning assets, requiring a blend of instructional design, technical writing, business analysis, and facilitation skills within an agile transformation environment.
Responsibilities
- Develop operational documentation, including procedures, job aids, and knowledge articles.
- Translate approved designs and requirements into clear, role-based instructions.
- Validate procedure accuracy and completeness with stakeholders.
- Maintain version control and traceability for all documentation.
- Design and deliver learning solutions, including e-learning and facilitator guides.
- Conduct learning-needs analysis and define learning objectives.
- Prepare users for processing and decision-making using realistic scenarios.
- Deliver or coordinate training sessions and knowledge transfer.
- Enable readiness and adoption by partnering with Change Management.
- Confirm readiness of procedures, learning assets, and facilitators before deployment.
- Support UAT and production readiness by updating documentation based on issues.
- Monitor learner feedback and performance indicators to recommend reinforcement.
- Support integrated transformation delivery within sprint and release cadences.
- Manage content dependencies and identify potential blockers.
- Coordinate inputs across business units, distinguishing common from specific content.
- Apply AI and automation tools to drafting and content analysis with human validation.
- Build reusable templates and standards to improve documentation and learning quality.
Requirements
- Experience in operational documentation, technical writing, instructional design, learning development, business transformation, or a related field.
- Demonstrated experience creating procedures, job aids, facilitator guides, participant materials, and digital or blended learning content.
- Strong ability to synthesize process maps, requirements, business rules, controls, and system information into clear role-based guidance.
- Experience facilitating working sessions, content reviews, train-the-trainer sessions, or employee learning.
- Strong written communication, editing, stakeholder-management, and organizational skills.
- Close attention to accuracy and document control.
- Ability to manage multiple deliverables in an agile environment with evolving requirements.
- Experience supporting financial-services operations, process or technology transformation, controls, UAT, Salesforce, workflow, or AI-enabled change is preferred.
- Knowledge of adult-learning, instructional-design, change-management, Lean, or continuous-improvement approaches is an asset.
Skills
- Instructional Design
- Technical Writing
- Business Analysis
- Facilitation
- Document Control
- Agile Methodologies
- Written Communication
- Editing
- Stakeholder Management
- Organizational Skills
- Accuracy
- AI
- Automation Tools
Location
- Hybrid
Work Type
- Hybrid
Experience Level
- Experience in operational documentation, technical writing, instructional design, learning development, business transformation, or a related field.
- Demonstrated experience creating procedures, job aids, facilitator guides, participant materials and digital or blended learning content.
- Experience supporting financial-services operations, process or technology transformation, controls, UAT, Salesforce, workflow or AI-enabled change is preferred.
- Knowledge of adult-learning, instructional-design, change-management, Lean or continuous-improvement approaches is an asset.
Benefits
- Opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.
- Health coverage
- Dental coverage
- Mental health coverage
- Vision coverage
- Short-term disability coverage
- Long-term disability coverage
- Life insurance coverage
- AD&D insurance coverage
- Adoption/surrogacy benefits
- Wellness benefits
- Employee/family assistance plans
- Retirement savings plans
- Global share ownership plan with employer matching contributions
- Financial education resources
- Financial counseling resources
- Holidays
- Vacation days
- Personal days
- Sick days
- Statutory leaves of absence
About the Company
- 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.
Equal Opportunity
- 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 hr@manulife.com.