Bilingual (English/french) Facilitator

2 weeks ago

Ottawa, Canada Scotiabank Full time

Requisition ID: 169823

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

**Department**: Facilitation Team, Global Contact Centers (GCC)

**Business Line**: Canadian Banking Ottawa Customer Contact Centre

**Purpose of Job**

The incumbent facilitates training programs to new hires and existing staff. They are a recognized expert in classroom facilitation and demonstrate a thorough knowledge of the on-the-job requirements of the front-line Advisors. They serve a pivotal role in creating and influencing a positive training experience. The incumbent instructs class sizes of up to 25 participants and facilitates workshops ranging from ½ day clinics to 1-4 week-long programs.

**Major Accountabilities**

1. Deliver training to address customer service skills, sales skills, and product and process knowledge by:

- Acquiring and sustaining knowledge levels to support training and delivery of CBCC curriculum
- Initiating cross training as required in support of product and service enhancements/changes and new launches

2. Manage the activities relative to delivering training programs by:

- Coordinating and facilitating Orientation for all new employees to the CBCC
- Performing a variety of administrative functions related to the training programs
- Analyzing and formulating recommendations associated with performance management of new hires during training period

3. Support the Bank’s training evaluation strategy to determine impact of training and return on investment:

- Administering training evaluation activities as required
- Reviewing and evaluating course material to ensure quality and effectiveness standards are maintained
- Measuring training program success by completing evaluation and analysis activities

4. Positively contribute to the CBCC working environment by:

- Being an active and participative member
- Actively demonstrating commitment to Scotiabank’s core values
- Providing technical expertise, advice, and solutions to peers and colleagues
- Lead and coach each participant to create emotional connections with all new/existing participants in the classroom to ensure the same behaviours and connections are made with our customers.
- Provide side-by-side coaching to assist with the action/solutions of new challenges that may arise during training
- Model and encourage service excellence

**Requirements**:

- Bilingual English and French (reading/writing/speaking) required
- Adult Learning Certificate or equivalent relevant working experience
- Ability to demonstrate highly developed facilitation and presentation skills
- A thorough working knowledge of adult learning principles
- Strong interpersonal and communication skills
- Strong knowledge of Microsoft Office - Word, Excel, PowerPoint
- Accuracy: Ensuring that work is completed correctly, thoroughly and is of high quality
- Analytical Thinking: Using a systematic approach to planning and problem-solving
- Coaching: Providing guidance, support and feedback to others to improve their performance
- Communication: Choosing when and how to convey information and/or ideas concisely in ways that will be clearly understood
- Flexibility: Adapting to and working effectively with various individuals or groups
- Self-Development: Working continuously to increase knowledge, skills and other capabilities

**Dimensions**

The incumbent provides training to frontline staff across all CBCC sites globally. The incumbent must be able to manage a group of individuals from a variety of backgrounds for extended periods of time. They must have the ability to communicate, negotiate and provide consultative advice to line management.

**Working Conditions**

The incumbent works in a standardized office environment on-site. The incumbent is responsible for working in a constantly changing environment with priorities dictated by shifting business requirements and recruitment activities. Non-standard working hours are regularly required. The incumbent must remain responsive in a work environment that has frequently changing priorities with concurrent and multiple projects. Schedules can change to accommodate the business needs

IN-GO

Location(s): Canada : Ontario : Ottawa || Canada : Nova Scotia : Halifax || 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.

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