Training & Operations Specialist (11 Month Contract)

Job Description

Key Responsibilities

• Experience designing and delivering adult education including creation of e-learning and web based material
• Strong written, verbal and interpersonal communication skills
• Support leaders, subject matter experts and departments with the planning and delivery of department specific learning activities
• Plan training to align with changing business requirements with respect to hiring, schedules, and technology upgrades
• Determine the best solution to meet frequently changing training and development needs based on cost, flexibility, effectiveness, Cdn Operations culture, and technology capabilities
• Take the lead on training initiatives for the stakeholder group by adjusting training plans and schedules, developing, designing, and delivering training content (this includes job aids, videos, gamification, communications, and scripting)
• Liaise with business and project leaders to ensure timely and consistent delivery of training material
• Utilize various training methods including eLearning, instructor-led, tutorial etc. A focus will be made on the development of content to improve the virtual training experience, including development of interactive eLearning modules / learner-directed training and gamification
• Continuous maintenance and improvement of all training content and materials
• Ensure training material is available and accessible to the target audience from a specific repository
• Partner with organizational leaders to recommend next steps for trainees : advancement, additional training opportunities, areas of concern, likelihood of success, etc.
• Evaluate the effectiveness of training through collection of feedback and analysis of other metrics (including Quality Review results & trending). This includes the development and implementation of training measurement tools to assess training outcomes and on-going training needs
• Completion of quality evaluations (on phone calls, or transactions) for all operational team members including recording of results for scorecards that will be reviewed by Leaders and employees
• Actively participate in regular QR calibration meetings with Leadership
• Highlight trends re : quality, training, or process gaps to Leaders
• Model a coach-approach in interactions with leaders and employees and promote skill development in this area.
• Identify and recommending process improvements
• Assist in the identification of change impact (current state vs. new state) through requirements gathering, process mapping and documenting current and proposed processes.
• Collaborate with business and technical teams to define business requirements / needs for new and / or enhanced products, services, technologies, and optimized processes to meet business objectives
• Manage non-IT projects and initiatives to keep schedule / progress on track and with intended results
• Identify best practice opportunities to ensure optimum time management, effective and compliant processes to provide service that exceeds customer expectations.
• Manage the documentation of all policies, procedures, processes, functions, and systems
• Identify potential risk situations / impacts and makes recommendations and / or escalates to the manager and / or senior members of the team.
• Provide information to business teams, leadership, regulatory bodies, internal and external auditors as appropriate
• Consistently display the knowledge, skills behaviors, and attitudes reflective of a high performing business unit.
• Support the delivery of exceptional customer service that builds trust through responsive, accurate, consistent, knowledgeable and available services and support.
• Align individual performance goals to Manager’s and organizational goals.
• Ensure strict confidentiality is maintained where required.

Key Qualifications

LI-Hybrid