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.

Position Responsibilities:

Training Strategy & Learning Design

• 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

Content Development & Knowledge Management

• 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.

Training Delivery & Facilitation

• 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.

Adoption, Readiness & Performance Support

• 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.

Stakeholder Engagement & Project Collaboration

• 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.

Required Qualifications:

• 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.

Preferred Qualifications:

• 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.

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.

#LI-REMOTE

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 [email protected].

Referenced Salary Location

Salary range is expected to be between

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 [email protected] 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 [email protected] 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.