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Facilitator

4 months ago

Toronto, Canada Scotiabank Full time

Requisition ID: 181993

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

**Position: Facilitator - Fraud Operations**:
**_
Purpose_**

Contributes to the overall success of the Fraud Operations_ Training Program _Knowledge Management Team in Canada ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives. Ensure all activities conducted are compliant with governing regulations, audit protocols, internal policies and procedures.

**_
Accountabilities_**:
The incumbent facilitates in class and virtual training programs for new hires and existing employees. He/she is a recognized expert in classroom facilitation and demonstrates a thorough knowledge of the on-the-job requirements of Fraud Operations.

The incumbent is responsible for the effective training and coaching to each learner. He/she is responsible for aligning this priority with those of the overall goals of Fraud Operations and the Bank as it relates to providing training for both new hires to Fraud Operations and up-skill training for existing Fraud Operations employees positioning them to be able to provide an optimal customer experience.

The incumbent is responsible to deliver training to address customer service skills and policy and process knowledge by:

- Supporting learners in achieving identified learning objectives through effective feedback and ongoing evaluation of learning transfer and gaps
- Delivering up-skill training as required in support of system and process and policy enhancements, and new initiatives
- Supporting all new hire groups on the floor as required during the training period with ongoing coaching and reinforcement of what was taught in the classroom
- Familiarizing employees with tools and knowledge resources to help them deliver advice and solutions to customers effectively


The incumbent is responsible for delivering activities relative training programs by:

- Demonstrating knowledge of how to adapt learning delivery for the training environment (in class versus virtual)
- Adhering to requirements and standards outlined in the Knowledge Portal documentation
- Coordinating and facilitating New Hire Orientation for all new employees
- Performing a variety of administrative functions in support of the training program
- Ensuring all learners understand the alignment of their activities with Fraud Operation and Bank goals.

The incumbent is responsible to support the Bank’s training evaluation strategy to determine impact of training and return on investment by:

- Recording attendance, delivering assessments and collecting and recording evaluations
- Reviewing and evaluating course material to ensure quality and effectiveness standards are maintained and are up to date.
- Measuring training program success by completing evaluation and analysis activities
- Assessing performance of new hires at set intervals during the training cycle and sharing these results with the Service Managers, Team Leads and Facilitation Manager
- Offering feedback to management and business partners (e.g. Talent Acquisition) on challenges and best practices that emerge from the classroom or post-training.
- Identifying strategic solutions to enhance the overall training experience.

The incumbent must be conversant with the required Fraud systems by:

- Providing an effective learning experience training the navigation of the required systems in order that the learner can proficiently navigate these systems
- Being able to manage, escalate and monitor for resolution access issues

Location(s): Canada : Ontario : Toronto

Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.