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Added 11 mins ago
H
Director, Ethics
HealthCareersInSask.ca
SK · SK, Canada
- Full-time
…Health Authority and the Saskatchewan Cancer Agency (SCA) in the development, implementation and evaluation of a comprehensive, integrated, and sustainable joint Ethics Program. Reporting…
Added 11 mins ago
AW
Customer Service Experience Representative
Aviso Wealth
Remote, Canada
- $52,000 to $60,000 CAD / year
- Full-time
- Remote
We’re looking to fill an open role with an incredible Customer Service Experience Representative to join our Contact Centre team.
Added 11 mins ago
AW
Customer Service Experience Representative, Temporary
Aviso Wealth
Remote, Canada
- $52,000 to $60,000 CAD / year
- Temporary
- Remote
We’re looking to fill an open role with an incredible Customer Service Experience Representative to join our Contact Centre team for 12 months.
Added 11 mins ago
AW
Customer Service Experience Representative, Temporary
Aviso Wealth
Remote, Canada
- $52,000 to $60,000 CAD / year
- Temporary
- Remote
We’re looking to fill an open role with an incredible Customer Service Experience Representative to join our Contact Centre team for 12 months.
Added 11 mins ago
AW
Customer Service Experience Representative
Aviso Wealth
Remote, Canada
- $52,000 to $60,000 CAD / year
- Full-time
- Remote
We’re looking to fill an open role with an incredible Customer Service Experience Representative to join our Contact Centre team.
Added 11 mins ago
Multidisciplinary Specialist (Evening Shift - VG Halifax) (Computer Services Off 3)
The Government of Nova Scotia
Halifax, NS
Advise the business and service leadership teams on key decisions, including the adoption of new technologies through the evaluation/assessment of new technologies, mapping those to the…
Added 11 mins ago
A
Senior Renewables Advisor
Arcadis
Calgary, AB
- Part-time
…infrastructure. This part-time, as-needed role splits time between business development and billable construction management, providing constructability, schedule, cost, quality, safety,…
Added 11 mins ago
Route Service Representative
Cintas
Toronto, ON · Etobicoke, ON
Cintas is seeking a Route Service Representative to manage and grow customer accounts in the Rental Division. Our partners drive a truck along an established route and service and sell…
Added 11 mins ago
Inside Sales Representative
KEV Group
Toronto, ON
The Inside Sales Representative is where momentum meets ownership. You'll run the full sales cycle - prospect, qualify, demo, and close - on deals across our SchoolCash suite: single…
Added 26 mins ago
EI
Field Service Representative / Représentant(e) de service sur le terrain
Ecolab Inc.
Saguenay, QC
- Full-time
Ecolab’s Nalco Water business helps customers conserve more than 161 billion gallons of water annually. We serve industries from food & beverage to mining and manufacturing, delivering…
Added 41 mins ago
WR
Petroleum Sales Representative
Wild Rose Co-operative Association Ltd.
Camrose, AB
- Full-time
Aid in the development and understand business planning, budgets and price strategy
Added 41 mins ago
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Customer Service Representative
Catalent
Windsor, ON
- Full-time
We have an opportunity for a Customer Service Representative to join our team. In this role, you will manage individual customer accounts and ensure high levels of service that promote…
Added 41 mins ago
Coordinator, Programs - START Scarborough
ACCES Employment
Toronto, ON
Assists in the development and implementation of program evaluation tools and procedures, ensuring compliance with funder guidelines and alignment with the project evaluation workplan
Added 41 mins ago
Employer Liaison - START Scarborough
ACCES Employment
Toronto, ON
Experience in business development, sales, B2B recruitment is considered an asset
Added 41 mins ago
Employment Consultant - START Scarborough
ACCES Employment
Toronto, ON
Thorough knowledge of all facets of job search and career development including an understanding of labour market trends and resources.
Added 41 mins ago
Program Assistant (CF) - Ready to Serve and RENU
Catholic Social Services
Edmonton, AB
A 16-week program supports internationally trained professionals in Business Administration, IT, and Human Services through group learning, individualized coaching, and work-based learning.
Added 41 mins ago
Customer Service Representative
Smurfit Westrock
Mississauga, ON
Ability to simplify and solve simple to complex issues with focus on root cause and quick solution development
Added 41 mins ago
P
Frito Lay Route Sales Representative - 1-Year Contract
PepsiCo
Saskatoon, SK · SK · Kindersely, Saskatchewan
- Contract
As a Route Sales Representative at Frito Lay Canada, there are two main accountabilities: (1) selling and developing the business and (2) servicing customers through delivery and…
Added 41 mins ago
H
Manager Medical Imaging Humboldt and Area
HealthCareersInSask.ca
Humboldt, SK
- Full-time
…objectives of the SHA. The Manager supports strategy through the development and execution of operational and business plans, including cascading, monitoring, reporting, and course…
Added 41 mins ago
Associate Vice-President, Labour and Employee Relations (2026-EX-02)
University of Windsor
Windsor, ON
…Science; Human Kinetics; Education; Law; Engineering; Nursing; and Business. The UWindsor campus is home to a medical program offered by Western University's Schulich School of Medicine and…
Added 57 mins ago
C
Contact Centre Representative (Cards, Costco, Remote) - Bilingual (French and English)
CIBC
Toronto, ON
- Full-time
As a Costco Contact Centre Representative, you will be the first point of contact for our clients. You’ll be working in a fast paced environment where you’ll use your knowledge of CIBC card…
Added 57 mins ago
A
Customer Service Experience Representative, Temporary
Aviso
Toronto, ON
- $52,000 to $60,000 CAD / year
- Temporary
We're looking to fill an open role with an incredible Customer Service Experience Representative to join our Contact Centre team for 12 months.
Added 1 hour ago
Customer Processing Representative (Bilingual)
The Canada Life Assurance Company
Montreal, QC
Reporting to the Administration Manager, the Customer Processing Representative provides administrative support for Group Retirement Plans, including RRSPs, RPPs, DPSPs, and non-registered…
Added 1 hour ago
Sales Representative - Uniform
Cintas
Cambridge, ON
That is why we are seeking a goal-oriented, motivated, and energetic Sales Representative to join our growing Outside Sales team. This role provides our customers with solutions to their…
Added 1 hour ago
Territory Manager, Implants
Dentsply Sirona, Inc
BC · Canada Home Office, BC
The primary responsibility of the implants territory manager position is account management, business development and the successful execution of their business plan. This is accomplished…

Manulife

Documentation and Training Analyst

Halifax, NS, Canada
Toronto, ON, Canada
Waterloo, ON, Canada
Montreal, QC, Canada

Full-time

Apply About employer

Applications open in a new tab.

Job details

Job type: Full-time
Apply by: Nov 19, 2026
Posting language: English
Posted: Nov 5, 2026

Original job description

The Documentation and Training Analyst will bring together approved future-state designs, business rules, exception scenarios, controls, system steps and readiness requirements into an integrated learning and documentation package. The role will partner closely with Product Owners, Business SME Leads, the SME pool, Change Management and Delivery teams while preserving clear accountability: SMEs establish the operational facts, Product Owners approve business outcomes and acceptance, and this role converts approved content into usable procedures and learning assets.

This opportunity is well suited to someone who combines strong instructional design and technical-writing skills with business analysis, facilitation and disciplined document control. The successful candidate will be comfortable working in an agile transformation environment where designs evolve through validation, build, testing and release readiness.

Position Responsibilities:

Develop operational documentation

Create and maintain end-to-end procedures, standard operating procedures, job aids, quick-reference guides, checklists and knowledge articles for transformed business processes.

Translate approved future-state designs, requirements, business rules, controls, systems steps and exception paths into clear role-based instructions.

Validate procedure accuracy and completeness with the Business SME Lead, assigned specialists, Product Owner, Risk and Delivery partners.

Maintain version control, review history, ownership, effective dates and traceability from documentation to approved process and release artifacts.

Design and deliver learning solutions

Conduct learning-needs analysis and define role-based learning objectives, curricula and delivery approaches for impacted employees and leaders.

Develop facilitator guides, participant materials, e-learning content, simulations, practice exercises, knowledge checks and performance-support tools.

Use realistic scenarios, business rules and exception cases to prepare users for both routine processing and human-in-the-loop decisions.

Deliver or coordinate instructor-led and virtual training, train-the-trainer sessions, knowledge transfer and post-launch reinforcement.

Enable readiness and adoption

Partner with Change Management to align training with stakeholder impacts, communications, readiness activities, release timing and adoption measures.

Confirm that required procedures, learning assets, environments, access and facilitators are ready before deployment.

Support UAT and production-readiness activities by converting issues, defects and process clarifications into final documentation and learning updates.

Monitor completion, learner feedback, knowledge-check results, early performance indicators and support themes; recommend targeted reinforcement where needed.

Support integrated transformation delivery

Work within sprint and release cadences, manage content dependencies and surface decisions or blockers that could affect readiness, controls, benefits or AWD retirement outcomes.

Coordinate inputs across business units while distinguishing common enterprise content from business-unit, product, customer, system or control variations.

Apply practical AI and automation tools to accelerate drafting, content analysis and maintenance only where approved, with human validation of accuracy, controls and sensitive information handling.

Build reusable templates and standards that improve documentation and learning quality across later Project waves.

Required Qualifications

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, with close attention to accuracy and document control.

Ability to manage multiple deliverables in an agile environment where requirements, designs and release plans continue to evolve.

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.

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.

The role being advertised is an existing vacancy.

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 hr@manulife.com.

Working Arrangement

Hybrid

Salary & Benefits

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.

Apply About employer

More about this job

Responsibilities

The Documentation and Training Analyst will integrate business rules, system steps, and readiness requirements into comprehensive learning and documentation packages. This role involves collaborating with cross-functional teams to develop operational procedures and deliver effective learning solutions that support business transformation.

Requirements

Candidates should have experience in operational documentation, technical writing, and instructional design within an agile environment. Proficiency in synthesizing complex process information into clear, role-based guidance and facilitating stakeholder reviews is essential.

Skills

Technical writing
Instructional design
Business analysis
Facilitation
Document control
Agile methodology
Standard operating procedures
Learning needs analysis
E-learning development
Stakeholder management
Change management
Process mapping
Version control
UAT support
Workflow documentation

Benefits

Health insurance
Dental insurance
Mental health support
Vision insurance
Short-term disability
Long-term disability
Life insurance
AD&D insurance
Adoption/surrogacy support
Wellness benefits
Employee/family assistance plans
Retirement savings plans
Pension
Global share ownership plan
Financial education and counseling
Paid time off

Visa sponsorship

Not detected in the job text

Keywords

Documentation
Training
Technical Writing
Instructional Design
Business Analysis
Agile
SOP
Change Management
Salesforce
AI
Automation
UAT
Lean
Continuous Improvement
Financial Services
Process Transformation
Knowledge Management
Facilitation
Version Control
E-learning

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