The Learning and Knowledge Management team provides learning solutions to all GWAM Operations, regardless of geographical location and working closely with the Training teams in MBPS. Our mission is to be a high performing team of learning experts who deliver innovative, adaptable full-service training solutions across the organization to provide a memorable customer experience. Working within a matrix reporting structure between the Manager, Learning and Knowledge Management and Training Manager, Manulife Business Processing Services (MBPS), this role involves working with team members and business team in updating and maintaining of documentation on various knowledge management platforms. The triage, review and response of inquiries coming through the team database needs to be managed. Additionally, the role entails involvement in smaller process reviews, and continuous improvement and assistance with the implementation of proposed changes. **Position Responsibilities:** **Documentation (80%)/Project Support (10%)/Communication (10%):** + Manage intake tool for documentation (triage of incoming requests, providing timely responses) + Ability to create and maintain procedure documentation in knowledge databases in an efficient way to reduce duplication and effort + Manage small scale documentation update initiatives + Maintain document controls assuring accurate audit trail for all updates + Support additional audit functions as needed + Maintain consistent branding, style, classification, and layout across content + Work independently and collaboratively with members of the team in North America to implement KM improvement projects + Ensure governance structure is followed **Required Qualifications:** + Solid time management skills, self-motivated and the ability to independently manage a busy, volume-driven workload + Demonstrated ability to manage ad hoc tasks and adapt quickly + Good knowledge and comfort in using Office 365 suite, including Word + Good English writing skills and the ability to convey information clearly and effectively through both verbal and written communication + Growth mindset: Always looking for ways to make continuous improvements + Demonstrated judgment and decision-making skills + Ability to be flexible and exercise judgment in a changing environment + Strong, collaborative, team player who works well independently and as a team member + Technology savvy being able to work within multiple systems **Preferred Qualifications:** + Technical writing skills an asset + HTML code skills an asset + SharePoint, Ondexx, Salesforce knowledge is an asset + Background in GWAM Retirement Operations 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. **Acerca de Manulife y John Hancock** Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Para obtener más información acerca de nosotros, visite http://www.manulife.com . **Manulife es un empleador que ofrece igualdad de oportunidades** En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente. Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a recruitment@manulife.com . **Modalidades de Trabajo** Híbrido