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Director of Learning and Development, Global Contact Centre

2 months 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.