Manager of Service Excellence and Training

1 week ago

Mississauga, Ontario, Canada HOYA Vision Care Full time

SUMMARY
Hoya is a global leader in Optical Lens Manufacturing.


The incumbent is responsible for the development of training material related to customer care functions in Canada, implementation of training initiatives, measurement of training effectiveness and assessment of training needs and gaps within the customer service department.

This position will report to the Sr.

National Customer Care Manager and work closely with the US CS training team to share resources, align direction, and modify/ensure relevancy of content for Canada.

The incumbent will take an active part in the in-person day-to-day training and coaching activities with team members locally and across Canada.


JOB RESPONSIBILITIES
Role-based Learning Design, Management, and Communications

  • Develop, deliver, and execute HOYA customer service training programs, from onboarding to ongoing development and mastery.
  • Partner with leadership to align learning needs with organizational priorities and business challenges.
  • Design and execute a portfolio of blended learning solutions for each role in customer service, allowing for a career pathway and growth opportunities for employees.
  • Provide differentiated instruction for various learning pathways with resources that are aligned for specific competencies and proficiency levels for each pathway.
  • Implement learning solutions, including course facilitation, potential trainthetrainers, testing for elearning and other delivery methods.
  • Align with HR and CC Leadership on a clear competency and rolebased vision, strategy, and goals.
  • Demonstrate leadership of the portfolio of curated and developed learning assets and courses.
  • Work crosschannel with other departments to find ways to partner, develop and support companywide initiatives.

Some departments will be:

  • Marketing
  • Sales
  • Operations
  • Safety
Measurement and Continuous Improvement

  • Take part in and lead training and coaching activities for Customer Care employees across Hoya Canada.
  • Work closely with Sr. Manager of Service Excellence and Sr. Manager of Training and Development to ensure standardized use of process, system tools, and best practices across all locations
  • Drive accountability, ownership, and metrics for the learning outcomes and the impact of the learning journey.
  • Foster a culture of continuous improvement by actively measuring progress and effectiveness of training programs (e.g., assessments, surveys, etc.), and recommending changes to optimize learning experience and effectiveness.
  • Provide regular feedback to management and other internal departments and functions.
  • Know or learn what is needed to deliver results and successfully complete tasks.

COMPETENCIES

  • Instructional Design
  • Can help to build or modify courses using an organizational design that focuses on the learner behavior and establishes clear learning objectives with assessments in place.
  • Development and Career Planning
  • Knows how to develop individual people to reach a higher potential; Can identify gaps in knowledge and behavior and knows how to address them; Understands department functions and competencies; Identifies and resolves problems in a timely manner; develops alternative solutions; uses reason even when dealing with emotional topics.


 Performance Management
  • Manages workloads, people interaction, and change effectively; Puts success of team above own interests; ability to prioritize projects, tasks and deliverables and manage dynamic priorities


 Communication and Delivery
  • Well organized and strong communicator; speaks clearly and persuasively in positive or negative situations; ability to simplify complex concepts and deliver training and instruction across multiple mediums.


 Cross-Functional Alignment
  • Manages the communication, needs, and expectations of the deliverable they are assigned. Aligns with the department head and others effectively to communicate tactics and strategy. Ability to influence and lead crossfunctional teams, build consensus, and manage priorities.


 Business Acumen
  • Understands business implications of decisions; demonstrates knowledge of market and competition; aligns work with strategic goals. Able to analyze assessment data to justify ROI and impact on the employees and customers.

EDUCATION AND QUALIFICATIONS

  • Bachelor's degree (or the equivalent)
  • A minimum of five (3) years of professional classroom facilitation preferred; experience in a training capacity preferred; customer service experience preferred
  • Exceptional facilitation, presentation, training and listening skills
  • Organized and able to create multiple timelines and schedules
  • Strong interpersonal skills and ability to establish rapport
  • Excellent verbal and written communication skills, attention to details
  • Ability to manage changing priorities, meet deadline and adapt to changing business environment
  • Passion for process, reporting, metrics, customer service and quality
  • Enjoys working

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