Senior Manager, Agency Training and Development

The customer is the focus of everything we do, and millions of end users rely on our products daily. We believe in the value of empowering Senior Manager, Agency Training & Development with the resources to solve critical problems for the future of our business, which is why we need you.

Position Responsibilities:

• Take ownership of daytoday (BAU) operations across agency training processes, ensuring smooth execution, consistency, and timely delivery of programs and initiatives.

• Act as a senior contributor to support, enhance, and maintain digital tools, analytics, and reporting used in agency training and performance monitoring.

• Provide handson coaching and guidance to junior team members, offering quality oversight, problemsolving support, and practical knowledge sharing to uplift overall team capability.

• Analyse operational, training, and agency data to produce meaningful insights and reports, supporting continuous improvement and informed decisionmaking.

• Work closely with Trainers, field stakeholders, and internal partners (e.g. IT, Operations) to address operational issues, improve workflows, and support sustainable BAU processes.

Required Qualifications:

• University graduate with training and insurance professional qualifications

• Minimum 10 years of relevant experience in training operations, digital support, analytics, or related functions, preferably within financial services or agencybased organizations.

• At least 5 years of handson experience supporting operational processes, digital platforms, learning systems (e.g. LMS), and reporting tools such as Power BI, Tableau, or advanced Excel.

• Solid understanding of agency training operations, BAU workflows, and governance requirements in a regulated environment.

Preferred Qualifications:

• Experience acting as a senior practitioner or coach, supporting junior staff through guidance, review, and onthejob development.

• Demonstrated ability to balance operational execution with enhancement initiatives (process improvement, system optimization, reporting refinement).

• Strong stakeholder engagement skills with the ability to influence, collaborate, and resolve issues without formal authority.

• Exposure to digital learning tools, analytics automation, AIenabled solutions, or CRM systems is an advantage.

• Postgraduate qualifications or professional certifications in operations, analytics, project management, or learning technologies would be a plus.

• 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 .

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 .