Manager, Training- Knowledge Management

2 days ago


Waterloo, Canada Definity Financial Corporation Full time

Job ID : 7367
Category : Personal Insurance
Brand : Economical
Regular/Temporary : Regular
Fulltime/Parttime : Full Time
Location : Waterloo, Canada
Posting Range : $74,100 - $136,500

Economical is part of Definity, which includes some of Canada’s most long-standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. Our ambition is to be one of Canada’s leading and most innovative property and casualty insurers. We can’t do that without our people, so we embrace and encourage a culture that’s collaborative, ambitious, rewarding, and empowering.

We offer a flexible, hybrid work experience where employees work from the office and virtually depending on the type of work they are doing and who they are working with. Bring your true self and be a part of our journey. It’s better here.

Partnering with Operational Optimization, Quality Management, Underwriting and other Contact Centre functions, the Manager Training, Knowledge Management & Communications is responsible for leading the process of identifying and prioritizing the training needs and plan with the CC leadership team(s). They will be required to engage internal stakeholders to communicate target state aspirations, plan execution and business readiness aligned to channel/customer growth strategies. They will also lead the ongoing development and delivery of Contact Centre frontline capabilities.

The Manager will implement knowledge management strategies, systems, and processes (effective capture, organization, and dissemination of knowledge within DCC/NBS) to enhance collaboration, information sharing, and decision-making across the business. They will own the ongoing governance of a knowledge base including its overall health and best practices, making decisions around information architecture, technology, and the overall structure and use of the knowledge base.

They will play a critical role in driving a learning and knowledge management culture through the design, development, and delivery of inspiring, engaging and accessible programs and experiences to support employee upskilling and career development.

They will be required to partner with enterprise functions (i.e. HR L&D and IMC) to ensure we are leveraging existing capabilities, when possible, and aligning CC approach with corporate standards/ best practices.

**What can you expect from this role?**
- Partnering with Operations, Quality, Continuous Improvement and other CC functions, lead the process of identifying and prioritizing the training needs and plan with the CC leadership team(s).
- Strategic and operational design and implementation of training processes and systems
- Create and implement governance and reporting to drive and embed end user adoption and sustainability of the new ways of working
- Design, implement and manage the learning program and ensure that all training materials developed, and all programs delivered exceed the target
- Analyze, identify trends and opportunities and report on training initiatives
- Through stakeholder engagement, develop the needs analysis and success criteria for training
- Continually manage the training environment requirement and liaise with Technology Solutions to ensure that an environment is 100% available for train the trainer, facilitator led training, online learning, and self-learning
- Ensure all facilitators have the required skills, knowledge, and confidence to facilitator blended training.
- Manage costs associated to all training solutions, productions, and vendors to achieve return on investment.
- Promote the appropriate use of the company's knowledge base by creating guidelines for what information is captured, by whom and how it integrates with training.
- Monitor and evaluate the effectiveness of knowledge management initiatives, identify gaps and opportunities for improvement, and propose solutions to enhance knowledge capture, organization, and utilization.
- Lead, implement and maintain the content within communication channels
- Monitor the data on knowledge management usability and continually improve the structure and usability of the knowledge management system to ensure team members are able to find the needed data as quickly as possible
- Leverage analytics to evaluate business impact, track the usage and define effectiveness of training and knowledge base initiatives and content to ensure alignment to business goals and employee development needs
- Improve efficiency of training and knowledge shared across departments

**Level of Problem Solving**
- Works with leaders/partnering functions in the development of functional strategy and planning (12-month horizon) by providing insights and raising issues
- Applies broader business metrics, leverages cost-benefit analyses when designing and implementing new programs, services and other initiatives.
- Describes complex situations or information in terms that others can read



  • Waterloo, Canada Manulife Full time

    We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and...


  • Waterloo, Canada Manulife Full time

    We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and...


  • Waterloo, Canada Manulife Full time

    We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and...


  • Waterloo, Canada Earthscape Ontario Full time

    **Landscape Training Manager** **Location**: Wallenstein, ON, Toronto, ON (Hybrid) **Job Type**: Full-Time Permanent (Start date ASAP) **Wage**: $60,000.00-$75,000.00 **What's in it for you?** We want you to be successful, and we believe in rewarding our staff for exceptional work. In addition to excellent on-the-job training in project management and...

  • Manager in Training

    4 weeks ago


    Waterloo, Canada Urban Barn Ltd. Full time

    -Urban Barn is looking for a **Manager in Training**. This role will support our stores in ** **the **Kitchener/Cambridge** market. The Manager in Training (MIT) is responsible for assisting the Store Manager in creating an excellent customer experience and a positive work environment for the team. They are responsible for helping achieve sales and profit...

  • Manager in Training

    3 weeks ago


    Waterloo, Canada Urban Barn Ltd. Full time

    Urban Barn is looking for a **Manager in Training**. This role will support our stores in the **Kitchener / Waterloo / **Cambridge** area. The Manager in Training (MIT) is responsible for assisting the Store Manager in creating an excellent customer experience and a positive work environment for the team. They are responsible for helping achieve sales and...


  • Waterloo, Canada Canna Cabana Full time

    Our retail Cannabis **Retail Store Manage**r** in Training (SM) is vital to delivering a distinctive shopping experience. The SM in Training is primarily responsible for working collaboratively with the company management and to manage, maintain and supervise day-to-day retail operations activities at the retail store location. **Key Duties &...


  • Waterloo, Canada Merit for Training & Jobs Full time

    Merit Ontario trains with the future in mind. Our experienced experts provide services in e-learning, customized training programs, state-of-the-art virtual reality training, and recruitment. We deliver supportive and innovative customized training solutions for small, medium, and large construction employers. In addition, we help Ontarians find jobs in...

  • Knowledge Analyst

    1 week ago


    Waterloo, Canada Manulife Full time

    The AskHR Education and Knowledge team is responsible for the creation and maintenance of the AskHR knowledge database utilized by Manulife colleagues globally. The team is tasked to ensure colleagues can find the answers to their HR-related questions in a format that is creative, conversational, and colleague-focused. In tandem with leading all aspects of...

  • Route Manager

    4 weeks ago


    Waterloo, Canada Waste Management Full time

    Equal Opportunity Employer **What is the value of a WM job?** **The value of a WM job is more than a paycheck.** It’s a way to create opportunities for you and your family. church **We Are People First**:We foster an environment where all teammates feel welcomed, valued and seen **We Are Committed to Growth**: Training and progressive opportunities for...

  • Knowledge Consultant

    4 weeks ago


    Waterloo, Canada Sun Life Full time

    You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll...


  • Waterloo, Canada CJ Limited Full time

    A career at Charm Diamond Centres is about celebrating the special moments in life, We are there along the way as our customers become engaged, celebrate anniversaries, birthdays, graduations, and many more of life's milestones. These moments inspire us to make meaningful connections by providing an extraordinary personal shopping experience for each and...


  • Waterloo, Canada Waste Management Full time

    As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or veteran status. Job Summary As the Senior District Manager, you will be responsible for managing the financial performance and...


  • waterloo, Canada Waste Management Full time

    As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or veteran status. Job SummaryAs the Senior District Manager, you will be responsible for managing the financial performance and...


  • Waterloo, Canada Crunch Fitness Canada Full time

    **Benefits**: - Bonus based on performance - Company parties - Competitive salary - Employee discounts - Opportunity for advancement - Paid time off - Training & development **HERE WE GROW AGAIN!** Come join us and become part of the greatest growth story to ever be told in the fitness industry. Crunch is a gym that believes in making serious fitness fun...

  • Property Manager

    3 weeks ago


    Waterloo, Canada Terracorp Management Inc Full time

    In this role, you would oversee the daily operations of a multi-residential portfolio in Southern Ontario. We will look to you for guidance in maintaining and increasing the value of assets, and leading our team to continue providing well-maintained properties, excellent customer service and resident relationships. Duties include: - Hold team members...


  • Waterloo, Canada Crunch Fitness Canada Full time

    Benefits: Bonus based on performance Company parties Competitive salary Employee discounts Opportunity for advancement Paid time off Training & development HERE WE GROW AGAIN!Come join us and become part of the greatest growth story to ever be told in the fitness industry.  Crunch is a gym that believes in making...

  • Condominium Manager

    4 weeks ago


    Waterloo, Canada Lionheart Property Management Inc. Full time

    Lionheart Property Management Inc. focuses on residential and commercial leasing and management of single-family dwellings, small to highrise apartment complexes, and condominium corporation management. As a successful Condominium Property Manager, you must be able to interact and communicate honestly, effectively and respectfully with Property Owners,...


  • Waterloo, Canada Realstar Management Full time

    We are currently seeking an Assistant Property Manager to live and work at one of our properties. This position would require you to live on-site and work four weekdays each week, every second weekend and on-call some evenings. **What we offer to employees** - Competitive salary - Shared rent-free, one-bedroom apartment - Employer paid benefits - Quarterly...


  • Waterloo, Ontario, Canada Waste Management Full time

    Job SummaryAs a key member of the Waste Management team, the Senior District Manager will be responsible for leading multiple Operating Units to achieve financial performance and productivity goals. This role requires a strategic thinker who can implement organizational initiatives and develop high-performing teams.The Senior District Manager will oversee...