Director Learning and Development, Global Contact Centre

Job Description

The Opportunity

As the Director of Learning & Development for our Global Contact Centre , you will lead the development and execution of training programs focused on enhancing talent development, customer and employee experience and operational capabilities efficiencies within our organization.

You will be responsible for strategizing, designing, and implementing learning initiatives to ensure that our teams are equipped with the necessary skills and knowledge to excel in their roles and drive business success.

We are open to candidates in both US and Canadian locations that are able to report into a Manulife office on a Hybrid basis (3 days in office).

Responsibilities

Training Strategy Development :

• Develop a comprehensive training strategy aligned with organizational goals and operational objectives.
• Identify training needs and priorities through collaboration with business units, operational leaders, and key stakeholders.
• Establish clear learning objectives and performance metrics to evaluate the effectiveness of training programs.

Curriculum Design and Implementation :

• Design and develop training curricula tailored to various operational functions, including production, quality assurance, and process improvement.
• Leverage industry best practices and innovative training methodologies to create engaging and impactful learning experiences.
• Partner with subject matter experts to ensure training content is accurate, relevant, and up-to-date.

Training Delivery and Facilitation :

• Oversee the delivery of training programs through a variety of channels, including instructor-led sessions, e-learning modules, workshops, and on-the-job training.
• Provide guidance and support to internal trainers and facilitators to ensure consistent and effective delivery of training content.
• Monitor training sessions and participant feedback to continuously improve training materials and delivery methods.

Performance Evaluation and Analysis :

• Establish mechanisms to assess the impact and effectiveness of training initiatives on operational performance.
• Analyze training data and feedback to identify trends, gaps, and areas for improvement.
• Work closely with operational leaders and HR partners to address performance deficiencies and implement targeted training interventions.

Compliance and Regulatory Training :

• Ensure that training programs comply with industry regulations, safety standards, and organizational policies.
• Stay informed about relevant regulatory changes and updates affecting operational practices, and incorporate them into training content as necessary.
• Collaborate with compliance and legal teams to ensure training materials reflect current regulations and guidelines.

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

• Bachelor's degree in Business Administration, Operations Management, Human Resources, or a related field would be an asset.
• Extensive experience in training and development, with a focus on operations in a corporate organizational environment.
• Strong understanding of operational processes, procedures, and best practices.
• Proficiency in instructional design principles, adult learning theories, and training evaluation methodologies.
• Excellent communication, presentation, and interpersonal skills.
• Demonstrated leadership and team management experience.
• Ability to prioritize and manage multiple projects simultaneously in a fast-paced environment.
• Familiarity with learning management systems (LMS) and other training technology platforms.

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 culture : We lead with our Values every day and bring them to life together.
• Boundless opportunity : We create opportunities to learn and grow at every stage of your career.
• Continuous innovation : We invite you to help redefine the future of financial services.
• Delivering the promise of Diversity, Equity, and Inclusion : We foster an inclusive workplace where everyone thrives.
• Championing Corporate Citizenship : We build a business that benefits all stakeholders and has a positive social and environmental impact.

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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 / JohnHancock, we embrace our diversity. We strive to attract,developandretaina 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 toprovideequal 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 withapplicable 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

Toronto, Ontario

Salary range is expected to be between

$103,050.00 CAD - $185,490.00 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.