Manager, Learning & Development

Why this role is important

The Manager, Learning & Development is responsible for ensuring that contact centre frontline colleagues across PC Financial are fully trained and equipped with the right knowledge, skills, and attitudes to perform to the standards defined by the organization. They design and implement learning strategies and oversee the design and development of learning content, ensuring that all learning content aligns to best practices in L&D and meets organizational training objectives. They work closely with internal and external team members to ensure effective training deployment.

A key aspect of this role is exploring and implementing AI-driven solutions for

• Personalized Learning Paths: Utilizing AI to tailor learning content and experiences to individual learner needs and preferences.
• Content Curation and Generation: Leveraging AI to automate the curation and generation of learning content.
• Performance Support: Developing AI-powered tools to provide on-demand support to learners in their workflow.
• Learning Analytics: Using AI to analyze learning data and identify areas for improvement.

What you’ll do

• Design learning strategies to support project and organizational needs.
• Lead, coach, and develop a team of learning professionals. This includes monitoring and analyzing individual and team results to determine coaching priorities and opportunities, and to develop action plans to enhance performance.
• Oversee learning content development to ensure it aligns with learning strategies, project and organizational needs, and best practices in L&D. This includes reviewing content from the learning team as well as content that has been developed by third parties to support CoE initiatives.
• Work with internal and external stakeholders to ensure that project and organizational needs are met.
• Act as the primary administrator for all learning tools used by the training team, including rapid development tools and the CoE’s LMS.
• Keep abreast of best practices and trends in L&D, including new technologies and applications, and make recommendations for continuous improvement and effectiveness.

What you bring

• Extensive experience (minimum 5-7 years) developing learning content for multiple audiences through a variety of media
• Extensive knowledge of best practices in adult learning, with experience applying them to virtual instructor-led training, asynchronous eLearning, and blended approaches
• Exceptional interpersonal and communication skills (verbal and written) with the ability to work effectively at all levels of an organization and strategically influence and persuade senior leaders both internally and externally
• Able to work well under pressure and respond to fast changing priorities and deadlines
• Highly organized and able to manage multiple tasks and projects simultaneously
• Experience with one or more rapid eLearning authoring tools. Articulate 360 and Vyond are preferred.
• Administrative experience with one or more Learning Management Systems. Axonify is preferred.

Preferred Experience and Skills

• Post-Secondary Degree/Diploma specialization in Adult Education or a related field
• CTDP or equivalent
• Knowledge and experience of financial industry would be an asset
• Proficiency in Salesforce would be an asset
• Previous experience in contact centre operations would be an asset
• Experience with specific AI platforms and tools relevant to instructional design (e.g., personalized learning platforms, AI-powered content creation tools)