Director of Learning and Development, Global Contact Centre

2 weeks ago

Halifax, Nova Scotia, Canada Manulife Full time
Job Description

The Opportunity

We are seeking a highly skilled and experienced Director of Learning and Development to lead our Global Contact Centre's training and development initiatives. As a key member of our leadership team, you will be responsible for developing and executing a comprehensive training strategy that enhances talent development, customer and employee experience, and operational capabilities efficiencies.

Responsibilities

  • Training Strategy Development:
    • Develop a comprehensive training strategy aligned with organizational goals and operational objectives.
    • Identify training needs and priorities through collaboration with business units, operational leaders, and key stakeholders.
    • Establish clear learning objectives and performance metrics to evaluate the effectiveness of training programs.
  • Curriculum Design and Implementation:
    • Design and develop training curricula tailored to various operational functions, including production, quality assurance, and process improvement.
    • Leverage industry best practices and innovative training methodologies to create engaging and impactful learning experiences.
    • Partner with subject matter experts to ensure training content is accurate, relevant, and up-to-date.
  • Training Delivery and Facilitation:
    • Oversee the delivery of training programs through a variety of channels, including instructor-led sessions, e-learning modules, workshops, and on-the-job training.
    • Provide guidance and support to internal trainers and facilitators to ensure consistent and effective delivery of training content.
    • Monitor training sessions and participant feedback to continuously improve training materials and delivery methods.
  • Performance Evaluation and Analysis:
    • Establish mechanisms to assess the impact and effectiveness of training initiatives on operational performance.
    • Analyze training data and feedback to identify trends, gaps, and areas for improvement.
    • Work closely with operational leaders and HR partners to address performance deficiencies and implement targeted training interventions.
  • Compliance and Regulatory Training:
    • Ensure that training programs comply with industry regulations, safety standards, and organizational policies.
    • Stay informed about relevant regulatory changes and updates affecting operational practices, and incorporate them into training content as necessary.
    • Collaborate with compliance and legal teams to ensure training materials reflect current regulations and guidelines.

What motivates you?

  • You are passionate about delivering exceptional customer experiences and are committed to continuous learning and development.
  • You are a strategic thinker with a strong understanding of operational processes and procedures.
  • You are an effective communicator and collaborator with excellent interpersonal and leadership skills.
  • You are a results-driven professional with a proven track record of achieving business objectives.
  • You are committed to fostering a culture of diversity, equity, and inclusion.

What we are looking for

  • Bachelor's degree in Business Administration, Operations Management, Human Resources, or a related field.
  • Extensive experience in training and development, with a focus on operations in a corporate organizational environment.
  • Strong understanding of operational processes, procedures, and best practices.
  • Proficiency in instructional design principles, adult learning theories, and training evaluation methodologies.
  • Excellent communication, presentation, and interpersonal skills.
  • Demonstrated leadership and team management experience.
  • Ability to prioritize and manage multiple projects simultaneously in a fast-paced environment.
  • Familiarity with learning management systems (LMS) and other training technology platforms.

What can we offer you?

  • A competitive salary and benefits package.
  • A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
  • A focus on growing your career path with us.
  • Flexible work policies and strong work-life balance.
  • Professional development and leadership opportunities.

  • Director of Learning and Development

    2 weeks ago

    Halifax, Nova Scotia, Canada Company 1 - The Manufacturers Life Insurance Company Full time

    Job Title: Director of Learning and DevelopmentAt Company 1 - The Manufacturers Life Insurance Company, we are seeking a highly skilled and experienced Director of Learning and Development to lead our Global Contact Centre's training initiatives. As a key member of our team, you will be responsible for developing and implementing training programs that...

  • Director of Learning and Development

    2 weeks ago

    Halifax, Nova Scotia, Canada Company 1 - The Manufacturers Life Insurance Company Full time

    Job Title: Director of Learning and DevelopmentAt Company 1 - The Manufacturers Life Insurance Company, we are seeking a highly skilled and experienced Director of Learning and Development to lead our Global Contact Centre's training initiatives. As a key member of our team, you will be responsible for developing and implementing training programs that...

  • Director of Education

    2 weeks ago

    Halifax, Nova Scotia, Canada Sylvan Learning - Abbotsford, BC Full time

    Job SummaryThe Director of Education is a key member of our team at Sylvan Learning - Abbotsford, BC. This role is responsible for delivering a high-quality personal customer experience by ensuring that the ongoing educational needs of our families are met and that our education programs are delivered by teachers as designed.Key ResponsibilitiesProgram...

  • Director of Education

    2 weeks ago

    Halifax, Nova Scotia, Canada Sylvan Learning - Abbotsford, BC Full time

    Job SummaryThe Director of Education is a key member of our team at Sylvan Learning - Abbotsford, BC. This role is responsible for delivering a high-quality personal customer experience by ensuring that the ongoing educational needs of our families are met and that our education programs are delivered by teachers as designed.Key ResponsibilitiesProgram...

  • Learning Centre Teacher

    3 weeks ago

    Halifax, Nova Scotia, Canada Halifax Regional Centre for Education (HRCE) Full time

    Job Title: Learning Centre Teacher Company: Halifax Regional Centre for Education About the Role: The Halifax Regional Centre for Education is seeking a qualified Learning Centre Teacher to join our team. As a Learning Centre Teacher, you will play a vital role in supporting the academic and personal growth of students in a dynamic and inclusive learning...

  • Head of Talent Development, Contact Centre Excellence

    3 weeks ago

    Halifax, Nova Scotia, Canada Manulife Full time

    Job DescriptionThe OpportunityWe are seeking a seasoned professional to lead our Learning and Development function, driving strategic initiatives that enhance talent development, customer experience, and operational efficiency across our Global Contact Centre. As the Director of Learning and Development, you will be responsible for developing and executing...

  • Head of Talent Development, Contact Centre Excellence

    3 weeks ago

    Halifax, Nova Scotia, Canada Manulife Full time

    Job DescriptionThe OpportunityWe are seeking a seasoned professional to lead our Learning and Development function, driving strategic initiatives that enhance talent development, customer experience, and operational efficiency across our Global Contact Centre. As the Director of Learning and Development, you will be responsible for developing and executing...

  • Learning Centre Teacher

    3 weeks ago

    Halifax, Nova Scotia, Canada Halifax Regional Centre for Education (HRCE) Full time

    Job Title: Learning Centre Teacher Company: Halifax Regional Centre for Education About the Role: The Halifax Regional Centre for Education is seeking a qualified Learning Centre Teacher to join our team. As a Learning Centre Teacher, you will play a vital role in supporting the academic and personal growth of students in a dynamic and inclusive learning...

  • Global Contact Center Quality Assurance Director

    4 weeks ago

    Halifax, Nova Scotia, Canada Company 1 - The Manufacturers Life Insurance Company Full time

    About the Opportunity We are seeking a dynamic and experienced individual to lead our Global Contact Center Quality Assurance team as a Quality Assurance Director. This role is crucial in driving value through standardization, automation, and continuous improvement across all our global contact centers. Responsibilities Develop and execute a comprehensive...

  • Global Contact Center Director

    3 weeks ago

    Halifax, Nova Scotia, Canada Company 1 - The Manufacturers Life Insurance Company Full time

    Job SummaryWe are seeking a highly skilled and experienced Strategic Change Management Leader to join our team at Company 1 - The Manufacturers Life Insurance Company. As a key member of our organization, you will be responsible for leading organizational strategy and change management for our Global Contact Centers.Key ResponsibilitiesStrategic...

  • Global Contact Center Director

    3 weeks ago

    Halifax, Nova Scotia, Canada Company 1 - The Manufacturers Life Insurance Company Full time

    Job SummaryWe are seeking a highly skilled and experienced Strategic Change Management Leader to join our team at Company 1 - The Manufacturers Life Insurance Company. As a key member of our organization, you will be responsible for leading organizational strategy and change management for our Global Contact Centers.Key ResponsibilitiesStrategic...

  • Learning Centre Educator

    3 weeks ago

    Halifax, Nova Scotia, Canada Halifax Regional Centre for Education (HRCE) Full time

    Job Summary:The Halifax Regional Centre for Education (HRCE) is seeking a qualified Learning Centre Educator to join our team. As a Learning Centre Educator, you will play a vital role in supporting the academic and personal growth of students in a dynamic and inclusive learning environment.Key Responsibilities:Develop and implement engaging lesson plans...

  • Teacher - Learning Centre

    3 weeks ago

    Halifax, Nova Scotia, Canada Halifax Regional Centre for Education (HRCE) Full time

    Job Summary:The Halifax Regional Centre for Education (HRCE) is seeking a qualified Learning Centre Educator to join our team. As a Learning Centre Educator, you will play a vital role in supporting the academic and personal growth of students in a dynamic and inclusive learning environment.Key Responsibilities:Develop and implement engaging lesson plans...

  • Learning Centre Educator

    3 weeks ago

    Halifax, Nova Scotia, Canada Halifax Regional Centre for Education (HRCE) Full time

    Job Summary:The Halifax Regional Centre for Education (HRCE) is seeking a qualified Learning Centre Educator to join our team. As a Learning Centre Educator, you will play a vital role in supporting the academic and personal growth of students in a dynamic and inclusive learning environment.Key Responsibilities:Develop and implement engaging lesson plans...

  • Teacher - Learning Centre

    3 weeks ago

    Halifax, Nova Scotia, Canada Halifax Regional Centre for Education (HRCE) Full time

    Job Summary:The Halifax Regional Centre for Education (HRCE) is seeking a qualified Learning Centre Educator to join our team. As a Learning Centre Educator, you will play a vital role in supporting the academic and personal growth of students in a dynamic and inclusive learning environment.Key Responsibilities:Develop and implement engaging lesson plans...

  • Teacher - Learning Centre

    3 weeks ago

    Halifax, Nova Scotia, Canada Halifax Regional Centre for Education (HRCE) Full time

    Job Summary:The Halifax Regional Centre for Education (HRCE) is seeking a qualified Learning Centre Educator to join our team. As a Learning Centre Educator, you will play a vital role in supporting the academic and personal growth of students in a dynamic and inclusive learning environment.Key Responsibilities:Develop and implement engaging lesson plans...

  • Learning Centre Educator

    3 weeks ago

    Halifax, Nova Scotia, Canada Halifax Regional Centre for Education (HRCE) Full time

    Job Summary:The Halifax Regional Centre for Education (HRCE) is seeking a qualified Learning Centre Educator to join our team. As a Learning Centre Educator, you will play a vital role in supporting the academic and personal growth of students in a dynamic and inclusive learning environment.Key Responsibilities:Develop and implement engaging lesson plans...

  • Learning Centre Educator

    3 weeks ago

    Halifax, Nova Scotia, Canada Halifax Regional Centre for Education (HRCE) Full time

    Job Summary:The Halifax Regional Centre for Education (HRCE) is seeking a qualified Learning Centre Teacher to join our team. As a Learning Centre Teacher, you will play a vital role in supporting the academic and personal growth of students.Key Responsibilities:Develop and implement engaging lesson plans to meet the diverse needs of studentsCollaborate with...

  • Learning Centre Educator

    3 weeks ago

    Halifax, Nova Scotia, Canada Halifax Regional Centre for Education (HRCE) Full time

    Job Summary:The Halifax Regional Centre for Education (HRCE) is seeking a qualified Learning Centre Teacher to join our team. As a Learning Centre Teacher, you will play a vital role in supporting the academic and personal growth of students.Key Responsibilities:Develop and implement engaging lesson plans to meet the diverse needs of studentsCollaborate with...

  • Learning Centre Educator

    3 weeks ago

    Halifax, Nova Scotia, Canada Halifax Regional Centre for Education (HRCE) Full time

    Job Summary:The Halifax Regional Centre for Education (HRCE) is seeking a qualified Learning Centre Teacher to join our team. As a Learning Centre Teacher, you will play a vital role in supporting the academic and personal growth of students.Key Responsibilities:Develop and implement engaging lesson plans to meet the diverse needs of studentsCollaborate with...