Manager, Training- Knowledge Management & Communications

Job Description

Partnering with Operational Optimization, Quality Management, Underwriting and other Contact Centre functions, the Manager Training, Knowledge Management & Communications is responsible for leading the process of identifying and prioritizing the training needs and plan with the CC leadership team(s).

They will be required to engage internal stakeholders to communicate target state aspirations, plan execution and business readiness aligned to channel / customer growth strategies.

They will also lead the ongoing development and delivery of Contact Centre frontline capabilities.

The Manager will implement knowledge management strategies, systems, and processes (effective capture, organization, and dissemination of knowledge within DCC / NBS) to enhance collaboration, information sharing, and decision-making across the business.

They will own the ongoing governance of a knowledge base including its overall health and best practices, making decisions around information architecture, technology, and the overall structure and use of the knowledge base.

They will play a critical role in driving a learning and knowledge management culture through the design, development, and delivery of inspiring, engaging and accessible programs and experiences to support employee upskilling and career development.

They will be required to partner with enterprise functions (i.e. HR L&D and IMC) to ensure we are leveraging existing capabilities, when possible, and aligning CC approach with corporate standards / best practices.

What can you expect from this role?

• Partnering with Operations, Quality, Continuous Improvement and other CC functions, lead the process of identifying and prioritizing the training needs and plan with the CC leadership team(s).
• Strategic and operational design and implementation of training processes and systems
• Create and implement governance and reporting to drive and embed end user adoption and sustainability of the new ways of working
• Design, implement and manage the learning program and ensure that all training materials developed, and all programs delivered exceed the target
• Analyze, identify trends and opportunities and report on training initiatives
• Through stakeholder engagement, develop the needs analysis and success criteria for training
• Continually manage the training environment requirement and liaise with Technology Solutions to ensure that an environment is 100% available for train the trainer, facilitator led training, online learning, and self-learning
• Ensure all facilitators have the required skills, knowledge, and confidence to facilitator blended training.
• Manage costs associated to all training solutions, productions, and vendors to achieve return on investment.
• Promote the appropriate use of the company's knowledge base by creating guidelines for what information is captured, by whom and how it integrates with training.
• Monitor and evaluate the effectiveness of knowledge management initiatives, identify gaps and opportunities for improvement, and propose solutions to enhance knowledge capture, organization, and utilization.
• Lead, implement and maintain the content within communication channels
• Monitor the data on knowledge management usability and continually improve the structure and usability of the knowledge management system to ensure team members are able to find the needed data as quickly as possible
• Leverage analytics to evaluate business impact, track the usage and define effectiveness of training and knowledge base initiatives and content to ensure alignment to business goals and employee development needs
• Improve efficiency of training and knowledge shared across departments

Level of Problem Solving

• Works with leaders / partnering functions in the development of functional strategy and planning (12-month horizon) by providing insights and raising issues
• Applies broader business metrics, leverages cost-benefit analyses when designing and implementing new programs, services and other initiatives.
• Describes complex situations or information in terms that others can readily understand
• Describes how his / her / team efforts are connected to an overall organizational strategy
• Remains focused on the big picture when addressing the details of a specific situation
• Interpret reporting to create summaries, draw conclusions and make recommendations to leadership.
• Ability to coordinate with and work across business units while driving shared services priorities and goals.

What you bring to the role?

• Bachelor's degree in knowledge management, information science, business administration, adult education or a related field
• 7-10 years of professional experience in developing and implementing informal and formal learning strategies and projects within a large, complex corporate environment
• Proven track record of performance management and successful team development
• Proficiency in knowledge management tools, content management systems, and collaboration platforms
• Strategic thinker with experience building and executing on short and long-term plans
• Demonstrated ability to understand the vision of the department, translate it into action and incorporate it into day-to-day operations by ensuring that quality objectives are being attained and maintained on a consistent basis.
• Ability to identify problems in their early stages and solve by analyzing options and developing alternative solutions
• Proven skill and capability in learning and Knowledge management design and development
• Superior communication skills, both written and verbal and demonstrated facilitation and presentation skills
• Demonstrated ability to manage multiple enterprise programs and deliverables and prioritize projects that are running concurrently while managing stakeholders
• Strong interpersonal skills : must exhibit transparency, the ability to collaborate across Shared Services, delegate and take ownership where appropriate
• Proficiency in knowledge management tools, content management systems, and collaboration platforms.
• Strong people leadership skills with proven ability to create and lead high performing teams
• Excellent problem solving and analytical skills to identify and report on business trends and initiatives
• Preference to those that have a background in Insurance / Financial Services

Salary range is $74,100 - $136,500

About Us

Interested in this role, but don’t meet every requirement? We encourage you to apply! We know from experience that a candidate doesn’t need 100% of the qualifications listed to bring incredible value to our team.

We’re actively seeking diverse backgrounds and perspectives to help us make insurance better. At Definity, inclusion, diversity, and equity aren’t just nice to have they’re essential to our success.

What’s in it for you?

• Hybrid work schedule for most roles
• Company share ownership program
• Pension and savings programs, with company-matched RRSP contributions
• Paid volunteer days and company matching on charitable donations
• Educational resources, tuition assistance, and paid time off to study for exams
• Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parents
• Wellness and recognition programs
• Discounts on products and services

Actual salary for the role may vary depending on work location of the successful candidate and other factors including but not limited to, skills, education, experience, working conditions and the local labour market.

In addition to base pay, eligible employees may participate in various incentive plans which are paid out at the discretion of the company and subject to individual and company performance.

Go ahead and expect a lot you deserve it.

Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know by contacting .

Background checks

This role requires successful clearance of background checks (including criminal checks and leadership references).