Assistant Manager, Learning & Development

The Global Contact Center is seeking a multifaceted and strategic Assistant Manager to lead our North American Learning Facilitators. This role is essential in improving our learning delivery framework and ensuring the consistent development of our contact center staff. The Assistant Manager will collaborate closely with global teams and global contact center leaders to drive a cohesive and impactful learning experience.

Key Responsibilities:

Lead the North American Learning Facilitator team, providing mentorship, support, and managing performance to ensure team efficiency.

Nurture a positive and encouraging team culture that aligns with the broader global learning and development strategy. - Work closely with global counterparts to craft, develop, and implement training programs that meet both local and global business needs.

Ensure that the training content is relevant to top call drivers, engaging, and supports customer service goals.

Regularly evaluate the efficiency of training programs and implement improvements to improve learning outcomes, while staying updated on industry trends and incorporating best practices.

Collaborate with business leaders to identify and understand learning needs, ensuring alignment with interpersonal goals, and act as a liaison for North American training initiatives, providing updates and insights to senior management. Track and report on training metrics and outcomes, using data to advise decisions, demonstrating impact, and ensuring compliance with relevant policies and procedures.

Required Qualifications:

Bachelor’s degree in Education, Human Resources, Business Administration, or related field.

Minimum of 5 years of experience in learning and development or training roles, preferably within a contact center environment.

Proven experience in managing and leading a team.

Strong project management skills with the ability to prioritise multiple priorities.

Excellent communication and interpersonal skills.

Preferred Qualifications:

Experience working in a global organization and collaborating with cross-functional teams.

Knowledge of adult learning principles and instructional design.

Familiarity with learning management systems (LMS) and e-learning platforms.

Certification in training or mentor (e.g., CPTD, ATD).

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.

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, *** (including pregnancy and pregnancy-related conditions), ****** 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 recruitment@manulife.com .