Training Operations Manager

4 weeks ago

London, Canada St. John Ambulance Full time

**PURPOSE OF THE JOB**_
- Oversight and training of Client Services Representatives
- Ensure appropriate coverage of training operations
- Coordination of Instructors’ course schedules and course supplies to ensure an effective implementation of the scheduling process
- Training program quality assurance, new course implementation and training expansion
- Manage all aspects of the training operations for the SWO Region

**ESSENTIAL DUTIES**
- Manage the regional team of Client Services Representatives ensuring highest levels of client service is being met.
- Build training course calendars for the SWO region and coordinate first aid Instructors for all courses
- Maintain the first aid instructor base, initiating quality assurances and recruitment as necessary to maximize course offerings. Evaluate Instructor performance, respond to Instructor concerns and maintain accurate instructor files
- Respond to new first aid instructor inquires, guiding them through the process of becoming an instructor with St. John Ambulance, conduct interviews and orientation
- Evaluate the profitability of courses based on participant volumes and branch standards using tools provided
- Ensure Microsoft D365 database and course calendars up to date with current course offerings and accompanying information
- Respond to client or student issues/complaints in a timely manner and implement solutions
- Ensure control of inventory of training course supplies, training equipment and sales items, or provide oversight to a designate
- Liaise with the Executive Director on new course offerings, satellite location opportunities, financial management and reporting on training department
- Contribute to creative process. Present ideas for increasing sales, improving client service or system efficiencies and provide further support as required
- Participate in selection, on-boarding, administration of employee evaluations and provide report to the Executive Director.
- Provide oversight to ensure timely Client Services Representatives projects are completed according to deadlines including renewal notices, leads and other course related promotional activities as needed
- Provide oversight to the Client Services Representatives on invoicing issues and provide training as needed
- Other duties as required by the Executive Director

**KNOWLEDGE/SKILLS/EDUCATION/EXPERIENCE**
- Proficient in Microsoft Office: Word, Excel, PowerPoint
- Strong client service focus
- Strong attention to detail
- Strong communication skills both verbal and written
- Strong organizational skills
- **This job profile reflects the general details considered necessary to perform the principal functions and shall not be construed as an interpretation of all work requirements inherent in the job.**_

**Job Types**: Full-time, Permanent

**Benefits**:

- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off

Schedule:

- 8 hour shift
- Monday to Friday

Work Location: In person

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