Training and Documentation Specialist

City: Montréal
Last visit: 2014-10-16
Author's ads: 1

Posted: 2014-10-16


Training and Documentation Specialist-1405747



Plan SponsorServices, Operations Support is looking for a Training and DocumentationSpecialist to join their dynamic team in Waterloo.


Job Summary

Plan Design Services(PDS) is accountable for the set-up of all Group Benefits (GB) Administration,Billing and Claims systems. The team is also responsible for the production ofContracts/Booklets documents. Reporting to the Manager of Training and ProcessDesign, the successful candidate will be accountable for analysis,coordination, development and implementing of training and documentation. Inaddition, candidates should have a strong working knowledge of Manuconnectand/or Gipsy, Clients II and related systems, GB products and services, and asolid understanding of how PDS impacts our Plan Sponsors and Members.



Key responsibilities include, but are not limited to:

Assess training anddevelopment needs of PDS teams and develop comprehensive, effective trainingand eLearning programs specific to each area/individual's needs

Lead, coordinate anddeliver training sessions to staff including evaluating training programsuitability and effectiveness

Provide analysis for anddesign processes/documentation used by PDS;

Prepare, conduct,interpret, and present needs analysis data to determine training requirementsfor staff in PDS

Assess and respond tochanges in our environment by adding, removing, and modifying existingprocesses.  Typical changes include new products, product designs,systems, customer expectations, policies and procedures

Develop, update andmaintain training documentation, including existing and new processes andsystem functions

Provide effective feedbackand positive reinforcement to trainees

Support peer trainingprograms and remote training

Collaborating withinPDS and across PSS / Group Benefits to develop processes, documentation andtraining to support new products and services;

Ongoing development,maintenance, and documentation of procedures and business documentation


Special Conditions

Overtime may berequired in this role.

Infrequent travel maybe required for training in multiple PDS locationsGroup Benefits offersplans to complement and supplement provincial health plans, Workers'Compensation, CPP/QPP and other programs. More than 19,000 Canadian businesseshave entrusted their employee benefit programs to Manulife Group Benefits. Weprovide coverage for businesses of all sizes, from two employees to Canada'slargest employers.


An industry leader inelectronic services and transactions, Group Benefits provides a broad range ofcoverage including health and dental care, emergency travel assistance, shortand long term disability, group critical illness, absence management servicesand wellness products, optional benefits, flexible benefits plans, lifeinsurance and accidental death and dismemberment coverage.



Through working knowledgeManuConnect and/or Gipsy related systems, as well as an understanding of theimpact of PDS work on downstream systems an asset;

Competencies at allaspects of the Training Cycle;

University Degree or equivalent post-secondary education

Obtained or are working towards an Adult Education certificate ispreferred

Proven facilitation/presentation/public speaking skills

Proven communication skills, both oral and written(skill/portfolio demonstration may be required)

Strong knowledge of Manulife products and services as it relatesto Group Benefits and PDS is beneficial

Working knowledge of e-Learning tools (Compass, LMS, Webex, AdobePresenter/Captivate, Storyline) to facilitate remote location training

Working knowledge of interactive, multimedia training technology(video-conferencing & web-conferencing platforms)

Solid coaching ability, including providing effective feedback PDStrainees and leaders.


Skills and Competencies

Solid judgment - theability to assess the impact of changes on an operational area and designeffective processes

Businessanalysis/workflow planning skills

Strong knowledge ofLotus Notes platform & Lotus databases is helpful

In-depth knowledge ofMicrosoft Office (particularly Power Point, Word, and Excel)

Research and programimplementation capabilities

Influencing, consulting,active listening and effective communication skills

Documentation skills(e.g. training plans, progress updates, user guides & process manuals)

Excellent written andverbal communication skills

Strong organizationalskills - the ability to prioritize and coordinate multiple tasks and activitieswith different deadlines

Self-motivated - theability to accomplish a large amount of quality work with minimal supervision



Location: Waterloo



About Manulife

Manulife is a leading Canada-based financial servicesgroup with principal operations in Asia, Canada and the United States. Clientslook to Manulife for strong, reliable, trustworthy and forward-thinkingsolutions for their most significant financial decisions. Our internationalnetwork of employees, agents and distribution partners offers financialprotection and wealth management products and services to millions of clients.We also provide asset management services to institutional customers. Fundsunder management by Manulife and its subsidiaries were approximately C$637billion (US$597 billion) as at June 30, 2014. We operate as John Hancock in theU.S. and as Manulife in other parts of the world.

Manulife Financial Corporation trades as 'MFC' on theTSX, NYSE and PSE, and under '945' on the SEHK. Manulife can be found on theInternet at


Industry: Financial Services and Banking

Job Function: Training and Education