At Equitable, we believe work should be a place where you feel supported, inspired, and empowered to grow. In our caring and collaborative environment, your curiosity is encouraged, your passion is recognized, and your contributions truly matter. Together, we create meaningful impact—for our clients, our communities, and each other.
Position Title:Training, Documentation and Audit Lead
Reports To: Manager, Group Underwriting
Department: Group
Term: Permanent Full-Time
Work Arrangements: This is a hybrid role. You will work in our office in Waterloo, ON a minimum of two (2) assigned, consecutive days every other week, plus a fifth (5th) assigned day per month. You are welcome to work from the office more than the minimum requirement and there may be some roles that are required to work in our office more than the minimum requirement.
The Opportunity: At Equitable, our focus is on making a meaningful impact in the lives of Canadians by putting clients at the heart of everything we do. We lead with empathy, act with intention, stay curious, and support one another every step of the way. If you're looking for purpose-driven work in a collaborative and inclusive environment where your voice is heard, and your growth is encouraged we’d love to connect! We are looking for a Training, Documentation and Audit Lead to join our Group team! The training, documentation and audit lead role is key support and enablement role for the Group Issue Operation. The mandate for this role is very broad requiring deep technical expertise covering such things as onboarding and training for all new and existing employees; developing training material and execute as required; completing quality audits for all levels of Business Setup Specialists; defining and documenting best practices for all aspects of the operation; defining and documenting processes that are aligned to best practices; acting as a Subject Matter Expert (SME) for inquiries and IT projects; overseeing compliance activities; developing and maintaining knowledge management system; responsible for continuing education and development through the identification of skill gaps, development of job specific training modules for all employees and through ongoing research of new training tools and methodologies. The accountability for onboarding and training of new and existing employees requires the Training Documentation and Audit Lead to develop and deliver modularized training customized to the experience of the participants. Training programs will be delivered using a variety of mediums and also provide regular and objective feedback to the learner and the leadership team. The accountability for quality audits requires the development and ongoing review of the Quality Program to ensure it is an effective tool to help the business achieve the desired outcomes. Audits will be completed across all lines of business. The incumbent will ensure quality data analysis is completed to identify improvement opportunities and update process documentation and audit criteria accordingly. Access to current, accurate, organized reference material is essential not only for new learners but for experienced Business Setup Specialists needing to refresh themselves on Issue and Amendment practice. The incumbent is responsible for designing and maintaining a robust knowledge management system that provides a “one stop shop” for all information needs related to Group Issue and Amendment best practice and processes. The Training, Documentation and Audit Lead will serve as the Subject Matter Expert and a resource to address questions from the Claims team, the Sales and Service teams, the Legal department regarding best practices. The incumbent will also serve as a SME for IT related projects and/or other projects related to the department. Where a gap in a process is identified or automation affords new ways of working, the Training, Documentation and Audit Lead will play an integral role in designing the new process, documenting the process and training the process. The Incumbent will ensure that front line employees doing the work are involved in shaping and piloting, where appropriate, the solutions. Join one of the Waterloo Area’s Top Employers for 2025 and Southwestern Ontario’s Top Employers for 2024 and be part of something that matters!
What you will be doing:
Training Role
New Hires:
Meet with new trainees to assess skills and experience for the role
Develop individualized training plan with key areas of focus, learning objectives and timelines
Training may include web-based modules, self- study of resources, observation of peers doing work, review of process and/or practice documentation followed by quizzes, etc
Track and report trainees progress on training report card with testing results and objective measures wherever possible
Arrange regular meetings with the manager and trainee to review progress, share feedback and alter training goals as required
Conduct regular testing on core modules throughout the training and complete benchmarking to QA standards at the completion of training
Develop and implement transitional support after the successful benchmarking to support ongoing learning again, with specific goals and timelines
Existing staff:
Leverage Quality data to identify systemic training needs and develop appropriate training support (job aide, classroom training, web module, etc)
For refresher training for an individual team member, meet with the employee and manager to review training objectives
Develop individualized training plan with key areas of focus, learning objectives and timelines
Training may include web-based modules, self-study of resources, observation of peers doing work, review of process and/or practice documentation followed by quizzes, etc
Track and report trainees progress on training report card with testing results and objective measures wherever possible
Arrange regular meetings with the manager and employee to review progress, share feedback and alter training goals as maybe required
Conduct regular testing throughout the training
Develop and implement transitional support, as appropriate
Auditing Role:
Audit the New Issue or Amendment to ensure that requested item is completed accurately and in a timely fashion from a document, BMS system and TELUS system perspective and the product matches what the client has requested.
Document and report findings of each review to be included in Individual and team metrics and reporting
Keep the Manager informed of all findings
Provide developmental findings in a professional and diplomatic manner directly to the team member.
Analyze, document and prepare monthly, quarterly (4) and annual statistic reports indicating the overall audit findings and make appropriate recommendations to management to ensure process opportunities are identified.
Subject Matter Expert (SME):
Acts as the key resource to:
Claims teams for non-standard approaches requested by the Plan Sponsor or Advisor at the case level
Sales and service teams regarding the best practices, process, reporting or any customized plan requests
Legal department regarding best practices
IT for projects connected to the Group Issue team
Internal and external audits
Other Responsibilities:
Organize and maintain all training and documentation materials that support the Group Issue team.
What you will bring:
Five or more years experience in all aspects of Group Issue and Amendments
Sound knowledge and understanding of training concepts and methodologies related to adult education
Understanding of and competence with all group benefits product offerings at Equitable
Ability to work independently researching and implementing best practices with respect to training adults
Proven experience and on-going interest and passion for documentation and course preparation and delivery of interactive training sessions using a variety of methods (web-based training, classroom training, job aids, multi-media visual aids and reference material)
Strong Organizational skills with ability to manage and prioritize multiple projects simultaneously, meeting deadlines with limited supervision in a high paced environment where resource changes have an immediate impact on our ability to meet service standards on both new and existing business.
A positive attitude and client focused approach to deal with challenging situations with integrity while promoting EQ and all its products and brand in a positive way.
Ability to perform in a constantly changing environment
Excellent interpersonal and communication skills
Proven ability to work as part of a team and independently
Expert computer skills (Microsoft Office suite, BMS, Telus systems)
What’s in it for you:
A workplace where care, passion, and curiosity aren’t just values, they’re how we work, grow, and succeed together every day
A healthy work-life balance with employee wellness top of mind
Annual bonus program, annual vacation allowance, and company-paid benefits program
Generous vacation package with one volunteer day to give back to a charity of your choice
Immediate enrollment in the company’s pension program with employer matching
Employee resource groups that support an inclusive work environment
Tuition support and specialized program assistance
An onsite full-service cafeteria with a variety of daily options
Discounts on company products and services, and access to exclusive employee perks
Regular EQ Together events focused on company togetherness and collaboration
As part of the recruitment/offer process you will be required to:
Provide two professional references (minimum one supervisor and above)
This position is available due to an existing vacancy.
We are dedicated to inclusive and accessible hiring practices. If you require accommodations or alternative formats, please contact us at careers@equitable.ca.
LI-Hybrid
