Product Support Specialist, Retail Product

As a Product Support Specialist on the Retail Product team, you’ll play a key role in developing, updating, and maintaining process and procedure documentation. You’ll contribute to projects that require strong knowledge of insurance and guaranteed investment products, applying your analytical skills and clear communication style to produce accurate, user‑friendly materials.

Working within the Life Insurance, Critical Illness, and Guaranteed Investment product development team, you’ll collaborate closely with subject matter experts and key stakeholders to support and enhance our product offerings. This role also provides extensive cross‑training opportunities, allowing you to build on your current strengths while developing new skills to grow your career at Manulife.

• Create, maintain, and regularly update internal process documentation, including best practices, standard operating procedures, and process guidelines, to ensure consistency across the team.
• Update and manage product documentation for insurance and investment products.
• Ensure content accuracy and adherence to corporate standards.
• Collaborate with subject matter experts to ensure document quality.
• Stay updated on technical writing trends and best practices.
• Maintain a centralized documentation repository and ensure version control and accessibility.
• Use team tools and processes effectively, such as RACI, Style guide, Product documentation plan, JIRA, and SharePoint.

• Exceptional written and verbal communication skills.
• Excellent research skills to quickly understand complex product details.
• Keen attention to detail and ability to produce high‑quality documentation.
• Ability to identify complex issues and develop creative solutions.
• Proficient in Microsoft Office and Adobe.

• Strong collaboration and relationship management skills.
• Comfort with learning new technology.
• Highly organized with the ability to prioritize tasks.

• 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.

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

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

Waterloo, Ontario

Hybrid

$59,100.00 CAD - $98,500.00 CAD

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual salary will vary depending on local market conditions, geography and relevant job‑related factors such as knowledge, skills,…