The Global Knowledge Training and Development Lead plays a key role in enabling employees and service teams with the information, resources, and learning experiences needed to effectively navigate programs, processes, and services.
This role supports the governance, adoption, and continuous improvement of employee-facing knowledge while leading learning, readiness, and capability-building initiatives across Global People Services (GPS). The role helps ensure employees have access to accurate, accessible, and effective knowledge resources, while supporting the development of the skills and capabilities required to successfully adopt new processes, technologies, and ways of working.
Working closely with content owners, subject matter experts, and operational teams, the Knowledge Governance & Training Lead identifies opportunities to improve employee experience, self-service effectiveness, service delivery, and operational outcomes through effective knowledge and learning solutions. The role supports governance activities, business readiness, stakeholder enablement, and continuous improvement efforts that help drive organizational capability and long-term success.
Position Responsibilities
Enterprise Knowledge Governance
- Support the governance, quality, and continuous improvement of employee-facing knowledge content and related processes.
- Review and monitor knowledge assets to ensure alignment with established quality, accessibility, publishing, and governance standards.
- Conduct content audits and support content lifecycle activities including reviews, feedback management, maintenance, and continuous improvement.
- Provide guidance and coaching to content owners and authors on knowledge management standards, best practices, and content quality expectations.
- Develop and maintain governance documentation, templates, job aids, and supporting resources.
- Monitor knowledge performance metrics and identify opportunities to improve content quality, consistency, and user experience.
- Support onboarding and enablement of content owners, authors, and approvers by providing training, guidance, and ongoing support related to knowledge management processes and standards.
Learning, Readiness & Capability Development
- Design, develop, maintain, and deliver learning programs and resources that support Global People Services colleagues and stakeholders.
- Support the adoption of new processes, technologies, and service delivery models through effective learning, readiness, and enablement strategies.
- Facilitate engaging virtual and in-person training sessions and workshops.
- Conduct learning needs assessments and recommend solutions that address capability gaps and business requirements.
- Support operational readiness, system implementations, process improvements, and change initiatives through effective learning strategies.
- Assess learning effectiveness using participant feedback, operational insights, and business outcomes, and identify opportunities to enhance capability-building and readiness programs.
Required Qualifications
- Experience in knowledge management, learning and development, training, HR operations, or a related field.
- Experience creating, maintaining, reviewing, or supporting knowledge content, operational procedures, documentation, or reference materials.
- Experience applying content governance standards, quality review processes, or knowledge management practices.
- Experience designing, developing, and delivering training programs and learning materials for diverse audiences.
- Strong facilitation, presentation, and communication skills with the ability to translate complex information into clear and user-friendly content.
- Experience collaborating with subject matter experts and stakeholders to develop knowledge and learning solutions.
- Strong organizational and project management skills with the ability to manage multiple priorities and deadlines.
Preferred Qualifications
- Experience supporting employee services, HR, shared services, or operational environments.
- Experience with ServiceNow, SharePoint, or similar knowledge management platforms.
- Experience developing digital learning using tools such as Articulate Storyline, Rise, or similar technologies.
- Knowledge of adult learning principles and instructional design best practices.
- Experience supporting global training programs, organizational readiness, or change enablement initiatives.
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.
Referenced Salary Location
Waterloo, Ontario
Working Arrangement
Hybrid
Salary range is expected to be between
$59,100.00 CAD - $98,500.00 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.
