Head of Talent Development, Contact Centre Excellence

2 months ago

Halifax, Nova Scotia, Canada Manulife Full time
Job Description

The Opportunity

We 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 training programs that equip our teams with the necessary skills and knowledge to excel in their roles and drive business success.

Key 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 We're 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 We Offer

  • 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.

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