Director of Learning and Development

2 days ago

Waterloo, Ontario, Canada Company 1 - The Manufacturers Life Insurance Company Full time
Job Description

Job Title: Director of Learning and Development, Global Contact Centre

Job Summary:

We are seeking a highly experienced and skilled Director of Learning and Development to lead the development and execution of training programs for our Global Contact Centre. The successful candidate will be responsible for strategizing, designing, and implementing learning initiatives to enhance talent development, customer and employee experience, and operational capabilities efficiencies.

Key Responsibilities:

  • 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.
  • Design and develop training curricula tailored to various operational functions, including production, quality assurance, and process improvement.
  • Oversee the delivery of training programs through a variety of channels, including instructor-led sessions, e-learning modules, workshops, and on-the-job training.
  • Monitor training sessions and participant feedback to continuously improve training materials and delivery methods.
  • Establish mechanisms to assess the impact and effectiveness of training initiatives on operational performance.
  • Collaborate with compliance and legal teams to ensure training materials reflect current regulations and guidelines.

Requirements:

  • 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.

About Us:

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups, and institutions.

Equal Opportunity Employer:

Manulife is an Equal Opportunity Employer.

Salary and Benefits:

The annual base salary for this role is listed below. The actual salary will vary depending on local market conditions, geography, and relevant job-related factors.

Primary Location: Toronto, Ontario

Salary Range: $103,050.00 CAD - $185,490.00 CAD

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans.

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