Manager Learning & Development

Job Description

The Opportunity

As the Manager, Learning & Development, you will lead the planning, coordination, and execution of training programs aimed at enhancing the operational capabilities of our organization.

Our Contact Centres are on a journey to empower, serve and grow the business to create exceptional human experiences. Your role is pivotal in ensuring that our workforce is equipped with the necessary skills and knowledge to drive operational excellence and achieve business objectives.

This position requires strong leadership, organizational skills, and a commitment to continuous improvement.

We are open to candidates in both US and Canadian locations that are able to report into a Manulife office on a Hybrid basis (3 days in office).

Responsibilities

Training Program Management :

• Develop and implement a strategic training plan aligned with organizational goals and operational objectives.
• Collaborate with department heads and operational leaders to identify training needs and priorities across different functional areas.
• Design and oversee the execution of training curricula, ensuring they meet the specific requirements of various operational teams.

Training Delivery and Facilitation :

• Coordinate the delivery of training sessions, workshops, and seminars using a variety of methods, including classroom instruction, e-learning modules, and hands-on exercises.
• Ensure that training content is engaging, relevant, and effectively delivered to meet the learning objectives of trainees.
• Provide guidance and support to trainers and facilitators to ensure consistency and quality in training delivery.

Training Logistics and Administration :

• Manage training logistics, including scheduling, venue arrangements, equipment setup, and resource allocation.
• Maintain accurate records of training activities, including attendance, participant feedback, and training materials.
• Monitor training budgets and expenses, optimizing resources to maximize the impact of training initiatives.

Performance Evaluation and Improvement :

• Develop metrics and evaluation criteria to measure the effectiveness of training programs and assess employee performance and competency levels.
• Analyze training data and performance metrics to identify trends, gaps, and areas for improvement.
• Collaborate with stakeholders to implement corrective actions and enhancements to training content and delivery methods.

Compliance and Documentation :

• Ensure that training materials and documentation comply with regulatory requirements, industry standards, and company policies.
• Maintain up-to-date training records, certifications, and compliance documentation for audit and reporting purposes.
• Stay informed about changes in regulations, standards, and best practices relevant to training operations and incorporate them into training programs as needed.

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

• Bachelor's degree in Business Administration, Human Resources, Education, or a related field would be an asset.
• Proven experience in managing training operations, preferably in a corporate or organizational setting.
• Strong understanding of adult learning principles, instructional design methodologies, and training delivery techniques.
• Excellent communication, interpersonal, and leadership skills.
• Demonstrated ability to manage projects, prioritize tasks, and meet deadlines in a fast-paced environment.
• Proficiency in learning management systems (LMS) and other training technology platforms.
• Highly organized with attention to detail and accuracy.

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.

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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 / JohnHancock, we embrace our diversity. We strive to attract,developandretaina 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 toprovideequal 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 withapplicable laws and Manulife / John Hancock policies.

To request a reasonable accommodation in the application process, contact

Salary & Benefits

The annual base salary for this role is listed below.

Primary Location

Toronto, Ontario

Salary range is expected to be between

$84,375.00 CAD - $151,875.00 CAD

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