Manulife
We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.
Working Arrangement
Hybrid
Job Description
The opportunity
The AskHR Education and Knowledge team is responsible for the creation and maintenance of the AskHR knowledge database utilized by Manulife colleagues globally. The team is tasked to ensure colleagues can find the answers to their HR-related questions in a format that is creative, conversational, and colleague-focused. In tandem with leading all aspects of the knowledge database, this team also focuses on the education of the HR Operations function by creating and delivering engaging training content.
Reporting to the AskHR Training and Knowledge Lead, the Education and Knowledge Consultant will be responsible for establishing themselves as a knowledge database subject matter expert – utilizing their consultative, reporting and presentation capabilities to drive the AskHR content strategy forward. Consultants are tasked with creating new content in addition to maintaining and updating existing material.
Responsibilities
-
Develop article content in strong partnership with HR partners and ensure alignment with standard methodologies and global knowledge governance.
-
· Monitor incoming requests for editing current content and ongoing monitoring to ensure articles are up to date.
-
· Ensure content is approved by the appropriate partners and annual review is completed.
-
· Provide guidance to content owners to ensure the colleague perspective is incorporated in content and makes recommendations for enhancements to content.
-
· Troubleshoot escalated issues and balance opposing priorities.
-
· Perform user acceptance testing as required for any HR system releases or enhancements.
-
· Research and keep abreast of innovative solutions related to knowledge management to provide a positive colleague experience.
-
· Participate in HR projects as the subject matter expert related to Knowledge Management.
-
· Deliver regular reporting on knowledge usage including timely delivery of usage statistics and colleague feedback.
-
· Design and deliver training programs and evaluate effectiveness of the programs
-
· Assists in analyzing and reporting on knowledge and call centre trends to identify ongoing continuous improvement opportunities
-
· Identify training needs for the AskHR team based on completed monthly audits.
-
· Partner with the Knowledge Leader and Employee Experience teams to optimize knowledge content and makes recommendations for enhancements.
-
· Keep abreast of technology trends and opportunities to leverage new tools such as Gen AI.
What motivates you?
-
You obsess about customers, listen, engage and act for their benefit.
-
You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
-
You thrive in teams and enjoy getting things done together.
-
You take ownership and build solutions, focusing on what matters.
-
You do what is right, work with integrity and speak up.
-
You share your humanity, helping us build a diverse and inclusive work environment for everyone.
What we are looking for
-
Salesforce, SharePoint and Workday experience an asset
-
Adult learning and training experience an asset
-
Strong writing and communication skills
-
Ability to manage multiple priorities
-
Ability to develop strong working partnerships and stakeholder management
-
Detail orientated with strong analytical skills
-
Strong presentation skills
-
Demonstrates a globally aware mindset
-
Ability to adapt teaching to different learning styles
What can we offer you?
-
A competitive salary and benefits packages.
-
A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
-
A focus on growing your career path with us.
-
Flexible work policies and strong work-life balance.
-
Professional development and leadership opportunities.
Our commitment to you
-
Values-first cultureWe lead with our Values every day and bring them to life together.
-
Boundless opportunityWe create opportunities to learn and grow at every stage of your career.
-
Continuous innovationWe invite you to help redefine the future of financial services.
-
Delivering the promise of Diversity, Equity and InclusionWe foster an inclusive workplace where everyone thrives.
-
Championing Corporate CitizenshipWe build a business that benefits all stakeholders and has a positive social and environmental impact.
About Manulife and John Hancock
Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.
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 .
Salary & Benefits
The annual base salary for this role is listed below.
Primary Location
Waterloo, Ontario
Salary range is expected to be between
$56,400.00 CAD – $94,000.00 CAD
If you are applying for this role outside of the primary location, please contact for the salary range for your location. 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. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.
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 for more information about U.S.-specific paid time off provisions.