Training & Development Specialist

Manulife

9d•Remote

About The Position

The Training & Change Enablement Specialist will support a cornerstone AI-enabled business transformation as Operations transition from legacy system to Salesforce. Partnering with business & IT leaders, SMEs, project teams, and change management stakeholders, this role will design and deliver training and adoption programs that prepare employees for new processes, systems, and ways of working. The successful candidate will develop and deliver role-based learning solutions, training materials, job aids, and readiness activities that drive adoption, build employee confidence, and minimize operational disruption.

Requirements

Experience designing and delivering training programs for large-scale business or technology transformation initiatives.
Experience supporting system implementations, process transformation, or digital modernization projects.
Strong facilitation, presentation, and adult learning capabilities.
Experience developing training content and learning assets for diverse audiences.
Demonstrated ability to engage business stakeholders and influence adoption outcomes.
Exceptional written communication and documentation skills.

Nice To Haves

Experience supporting Salesforce implementations or CRM transformations.
Experience within insurance, claims, financial services, or highly regulated environments.
Understanding of change management and business readiness methodologies.
Knowledge of Insurance & Investment Claims processes is considered a strong asset.
Experience working in Agile project environments.
Knowledge of learning technologies, LMS platforms, and digital adoption tools.
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

Develop and execute a training strategy supporting the transition to Salesforce.
Conduct learning needs assessments and training impact analyses.
Design role-based curricula, learning journeys, and adoption plans.
Align training activities with project milestones and deployment schedules.
Create instructor-led, virtual, and self-paced learning materials, job aids, and process documentation.
Translate future-state processes into effective training content.
Maintain knowledge repositories and support resources.
Ensure training materials remain aligned with evolving business and system requirements.
Deliver engaging training sessions to Claims employees, leaders, and support teams.
Facilitate train-the-trainer sessions and knowledge transfer workshops.
Support learners throughout the training lifecycle and provide coaching during transition periods.
Adapt delivery approaches based on learner feedback and operational requirements.
Collaborate with Change Management and Business Readiness teams to assess organizational readiness.
Support UAT, pilot, and deployment activities by identifying learning gaps and adoption risks.
Monitor training effectiveness and user adoption metrics.
Develop reinforcement strategies to sustain learning and support long-term behavioral change.
Partner with Claims Operations leaders, SMEs, Salesforce product teams, project managers, and transformation leaders.
Provide regular updates on training readiness, risks, and mitigation strategies.
Participate in project planning, sprint reviews, design walkthroughs, and release readiness activities.
Support cross-functional teams in preparing for go-live and post-implementation stabilization.