The Documentation and Training Analyst will bring together approved future-state designs, business rules, exception scenarios, controls, system steps and readiness requirements into an integrated learning and documentation package. The role will partner closely with Product Owners, Business SME Leads, the SME pool, Change Management and Delivery teams while preserving clear accountability: SMEs establish the operational facts, Product Owners approve business outcomes and acceptance, and this role converts approved content into usable procedures and learning assets. 

This opportunity is well suited to someone who combines strong instructional design and technical-writing skills with business analysis, facilitation and disciplined document control. The successful candidate will be comfortable working in an agile transformation environment where designs evolve through validation, build, testing and release readiness. 

Position Responsibilities:   

Develop operational documentation 

• Create and maintain end-to-end procedures, standard operating procedures, job aids, quick-reference guides, checklists and knowledge articles for transformed business processes. 

• Translate approved future-state designs, requirements, business rules, controls, systems steps and exception paths into clear role-based instructions. 

• Validate procedure accuracy and completeness with the Business SME Lead, assigned specialists, Product Owner, Risk and Delivery partners. 

• Maintain version control, review history, ownership, effective dates and traceability from documentation to approved process and release artifacts. 

Design and deliver learning solutions 

• Conduct learning-needs analysis and define role-based learning objectives, curricula and delivery approaches for impacted employees and leaders. 

• Develop facilitator guides, participant materials, e-learning content, simulations, practice exercises, knowledge checks and performance-support tools. 

• Use realistic scenarios, business rules and exception cases to prepare users for both routine processing and human-in-the-loop decisions. 

• Deliver or coordinate instructor-led and virtual training, train-the-trainer sessions, knowledge transfer and post-launch reinforcement. 

Enable readiness and adoption 

• Partner with Change Management to align training with stakeholder impacts, communications, readiness activities, release timing and adoption measures. 

• Confirm that required procedures, learning assets, environments, access and facilitators are ready before deployment.

• Support UAT and production-readiness activities by converting issues, defects and process clarifications into final documentation and learning updates. 

• Monitor completion, learner feedback, knowledge-check results, early performance indicators and support themes; recommend targeted reinforcement where needed.

Support integrated transformation delivery

• Work within sprint and release cadences, manage content dependencies and surface decisions or blockers that could affect readiness, controls, benefits or AWD retirement outcomes.

• Coordinate inputs across business units while distinguishing common enterprise content from business-unit, product, customer, system or control variations.

• Apply practical AI and automation tools to accelerate drafting, content analysis and maintenance only where approved, with human validation of accuracy, controls and sensitive information handling.

• Build reusable templates and standards that improve documentation and learning quality across later Project waves.

Required Qualifications

• Experience in operational documentation, technical writing, instructional design, learning development, business transformation or a related field.

• Demonstrated experience creating procedures, job aids, facilitator guides, participant materials and digital or blended learning content.

• Strong ability to synthesize process maps, requirements, business rules, controls and system information into clear role-based guidance.

• Experience facilitating working sessions, content reviews, train-the-trainer sessions or employee learning.

• Strong written communication, editing, stakeholder-management and organizational skills, with close attention to accuracy and document control.

• Ability to manage multiple deliverables in an agile environment where requirements, designs and release plans continue to evolve.

• Experience supporting financial-services operations, process or technology transformation, controls, UAT, Salesforce, workflow or AI-enabled change is preferred.

• Knowledge of adult-learning, instructional-design, change-management, Lean or continuous-improvement approaches is an asset.

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-Hybrid

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.

Salary & Benefits

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.