Learning Facilitator

2 months 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 have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

**Position Summary**

The Operational Learning and Performance (OLP) team provides innovative and digital learning, quality, and knowledge management solutions to the Canadian Operations business lines. Our solutions are aligned to the overall strategy and vision for Canadian Operations and enable our business partners to provide client centric service excellence.

As part of Operational Learning & Performance’s Learning Ongoing Delivery, this role is required to facilitate learning to associates across Canadian Operations, through in-class and remote delivery. Learning Facilitators are accountable to deliver learner-centric training programs to large sized groups across locations, adjusting their facilitation approach in the moment to meet learner needs/styles while continuing to drive program objectives.

The Learning Facilitator will identify, communicate and mitigate learner risk/fit, operating as an informal leader to model and instill the Sun Life values in all their learners.

**Responsibilities**

Facilitate Learning Delivery
- Deliver world class learning to the Sun Life standard expected.
- Facilitate and support learner-centric training programs to multiple audiences, in multiple locations.
- Manage new hire groups of up to 20 learners per session.
- Provide effective leadership, coaching, support, and motivation to groups of learners, focusing on adult learning principles.
- Demonstrate excellence across the spectrum of facilitation skills including but not limited to:

- Creating optimal environments to foster learning and growth.
- Adjusting facilitation approach “in the moment” to meet learner needs/styles while continuing to drive program objectives.
- Demonstrate skill and knowledge with appropriate expertise, clear explanations, use of examples and analogies to provide context.
- Engage learners through discussion / questioning / visual aids / tools / activities.
- Connect key concepts for learners to organizational values, culture, and strategic priorities.
- Continuous development in facilitation and delivery best practices
- Instill confidence in business partners that learners are getting optimum program delivery and support to meet operational metrics.

Learning Assessment Delivery
- Early identification of learner risk and fit during facilitation to raise awareness in regular meeting with Learning Manager and Onboarding/business leaders.
- Qualitatively assessing and documenting learning and knowledge transfer, as well as absences and behavioral observations for both in-class and virtual learners
- Recommending, planning, and implementing learning risk mitigation strategies during training and nesting.
- Plan and host regular learning progress updates with Onboarding/business leaders
- Conduct learning interventions and huddles during training and nesting.
- Discuss with peers and coordinate any identified improvements to curriculum with the Design team.

Learning Planning & Mentorship
- Participate in train the trainer sessions and self-guided study to learn new content.
- Responsible for ensuring learning materials are current and best-in-class.
- Collaborate with the Design team to create/maintain detailed facilitator guides for all delivered programs.
- Mentor less tenured facilitators through peer-to-peer observations
- Accountable for reviewing post-facilitation metrics (as they relate to our baselines at transition) and adapting performance/training accordingly.
- Role modelling values-based behaviors in an informal leader model
- Share responsibility in scheduling learning sessions.
- Coordinate all aspects of learning delivery.

**Qualifications and Experience**:

- College Diploma or University Degree coupled with a minimum of 3 years’ experience in a Facilitation role.
- Certification in Adult Education which could include a Bachelor of Education Degree or a College Certification.
- Two to five years of Call Center training experience an asset.
- Demonstrated ability to exercise independent judgment or initiative and function with mínimal supervision.
- Strong ability to present information, provide instruction and direction to manage learners.
- Ability to work under pressure, prioritize workload and adapt to changing circumstances.
- Customer obsession mindset.
- Learn new information quickly and collaborate effectively with internal and external partners (if applicable)
- Proven vi

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