Learning & Documentation Specialist

Manulife • Waterloo, ON

17h • Hybrid

About The Position

We’re looking for a Learning & Documentation Specialist who will design, develop and deliver effective learning experiences that build capability across our Vitality Concierge and Digital Desk teams. You’ll apply adult-learning principles and modern instructional design to help our people master digital tools, elevate customer experience, and drive operational excellence. A core part of this role is owning the creation, maintenance, and continuous improvement of operational procedures and documentation. You’ll ensure teams have accurate, accessible, and up to date guidance that supports consistency, confidence, and performance in a fast evolving environment. This role is a key contributor to the learning strategy within Insurance Operations and plays a visible part in enabling performance at scale.

Requirements

• 2+ years in Learning & Development, instructional design, facilitation, or a related adult‑education role (corporate or similar).
• Demonstrated experience applying adult‑learning principles to design and deliver effective learning.
• Hands‑on experience with eLearning and media tools (e.g., Articulate Storyline/Rise, Camtasia; Adobe InDesign/Canva or similar).
• Ability to simplify complex topics and create clear, learner‑centered materials for diverse audiences.
• Strong planning, prioritization, and stakeholder management skills in a fast‑moving environment.

Nice To Haves

• Experience in financial services/insurance operations
• Familiarity with insurance digital tools and the Vitality program
• Experience using digital tools to deliver, track, and evaluate learning without a formal LMS
• Exposure to Agile environments and cross-functional project teams
• Bilingualism (English and French) is an asset. If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of Quebec.

Responsibilities

• Design blended learning (eLearning, microlearning, video, simulations) using ADDIE/SAM and adult learning practices.
• Develop high-quality learning materials including storyboards, facilitator/participant guides, job aids, and performance support tools.
• Maintain and refresh learning content to ensure accuracy, consistency, and alignment with operational changes.
• Leverage tools such as Articulate Rise, Camtasia, Canva, and Adobe InDesign (or equivalents).
• Create, update and maintain operations procedures, process guides, and best-practice documentation that reinforce learning and enable just-in-time performance support.
• Collaborate with SMEs, leaders, and frontline teams to validate accuracy and incorporate updates quickly and effectively.
• Facilitate engaging virtual and in-person learning for frontline and specialist audiences, coach learners through application and transfer.
• Support onboarding programs and mentorship activities to accelerate time-to-proficiency.
• Partner with leaders and SMEs to diagnose skill gaps, define success criteria, and recommend learning solutions that address real performance needs.
• Conduct needs analysis and translates business objectives into clear learning outcomes and capability roadmaps.
• Evaluate learning effectiveness (e.g. application, performance, QA impact) and iterate for continuous improvement.
• Share insights and recommendations to strengthen learning impact and operational outcomes

Benefits

• 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.
• various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed