GLOBAL KNOWLEDGE , TRAINING AND DEVELOPMENT LEAD at Manulife in Waterloo, ON

Job description

The Global Knowledge Training and Development Lead plays a key role in enabling employees and service teams with the information, resources, and learning experiences needed to effectively navigate programs, processes, and services. This role supports the governance, adoption, and continuous improvement of employee-facing knowledge while leading learning, readiness, and capability-building initiatives across Global People Services (GPS). The role helps ensure employees have access to accurate, accessible, and effective knowledge resources, while supporting the development of the skills and capabilities required to successfully adopt new processes, technologies, and ways of working. Working closely with content owners, subject matter experts, and operational teams, the Knowledge Governance & Training Lead identifies opportunities to improve employee experience, self-service effectiveness, service delivery, and operational outcomes through effective knowledge and learning solutions. The role supports governance activities, business readiness, stakeholder enablement, and continuous improvement efforts that help drive organizational capability and long-term success. Position Responsibilities Enterprise Knowledge Governance Support the governance, quality, and continuous improvement of employee-facing knowledge content and related processes. Review and monitor knowledge assets to ensure alignment with established quality, accessibility, publishing, and governance standards. Conduct content audits and support content lifecycle activities including reviews, feedback management, maintenance, and continuous improvement. Provide guidance and coaching to content owners and authors on knowledge management standards, best practices, and content quality expectations. Develop and maintain governance documentation, templates, job aids, and supporting resources. Monitor knowledge performance metrics and identify opportunities to improve content quality, consistency, and user experience. Support onboarding and enablement of content owners, authors, and approvers by providing training, guidance, and ongoing support related to knowledge management processes and standards. Learning, Readiness & Capability Development Design, develop, maintain, and deliver learning programs and resources that support Global People Services colleagues and stakeholders. Support the adoption of new processes, technologies, and service delivery models through effective learning, readiness, and enablement strategies. Facilitate engaging virtual and in-person training sessions and workshops. Conduct learning needs assessments and recommend solutions that address capability gaps and business requirements. Support operational readiness, system implementations, process improvements, and change initiatives through effective learning strategies. Assess learning effectiveness using participant feedback, operational insights, and business outcomes, and identify opportunities to enhance capability-building and readiness programs. Required Qualifications Experience in knowledge management, learning and development, training, HR operations, or a related field. Experience creating, maintaining, reviewing, or supporting knowledge content, operational procedures, documentation, or reference materials. Experience applying content governance standards, quality review processes, or knowledge management practices. Experience designing, developing, and delivering training programs and learning materials for diverse audiences. Strong facilitation, presentation, and communication skills with the ability to translate complex information into clear and user-friendly content. Experience collaborating with subject matter experts and stakeholders to develop knowledge and learning solutions. Strong organizational and project management skills with the ability to manage multiple priorities and deadlines. Preferred Qualifications Experience supporting employee services, HR, shared services, or opera