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Training and Operations Specialist

1 month ago

Toronto, Ontario, Canada Foresters Financial Full time
Job Title: Training & Operations Specialist

This is a unique opportunity to join Foresters Financial as a Training & Operations Specialist, where you will play a key role in designing and delivering adult education programs, including e-learning and web-based materials.

Key Responsibilities:
  • Design and deliver training programs to meet the changing needs of the business, including e-learning and web-based materials.
  • Support leaders and subject matter experts in planning and delivering department-specific learning activities.
  • Plan and coordinate training initiatives to align with business requirements, including hiring, schedules, and technology upgrades.
  • Determine the best solution to meet training and development needs based on cost, flexibility, effectiveness, and technology capabilities.
  • Take the lead on training initiatives, adjusting training plans and schedules, developing and delivering training content, and liaising with business and project leaders.
  • Utilize various training methods, including eLearning, instructor-led, and tutorial-based training, with a focus on developing interactive eLearning modules and gamification.
  • Continuously maintain and improve all training content and materials.
  • Ensure training material is available and accessible to the target audience from a specific repository.
  • Partner with organizational leaders to recommend next steps for trainees, including advancement, additional training opportunities, and areas of concern.
  • Evaluate the effectiveness of training through collection of feedback and analysis of other metrics, including Quality Review results and trending.
  • Complete quality evaluations for all operational team members, recording results for scorecards reviewed by leaders and employees.
  • Actively participate in regular QR calibration meetings with leadership.
  • Highlight trends related to quality, training, or process gaps to leaders.
  • Model a coach-approach in interactions with leaders and employees, promoting skill development in this area.
  • Identify and recommend process improvements.
  • Assist in identifying change impact through requirements gathering, process mapping, and documenting current and proposed processes.
  • Collaborate with business and technical teams to define business requirements and needs for new and/or enhanced products, services, technologies, and optimized processes.
  • Manage non-IT projects and initiatives to keep schedule/progress on track and with intended results.
  • Identify best practice opportunities to ensure optimum time management, effective and compliant processes, and service that exceeds customer expectations.
  • Manage the documentation of all policies, procedures, processes, functions, and systems.
  • Identify potential risk situations/impacts and make recommendations and/or escalate to the manager and/or senior members of the team.
  • Provide information to business teams, leadership, regulatory bodies, internal and external auditors as appropriate.
  • Consistently display the knowledge, skills, behaviors, and attitudes reflective of a high-performing business unit.
  • Support the delivery of exceptional customer service that builds trust through responsive, accurate, consistent, knowledgeable, and available services and support.
  • Align individual performance goals to Manager's and organizational goals.
  • Ensure strict confidentiality is maintained where required.
Key Qualifications:
  • University degree/college diploma or equivalent work experience: 5-7 years of financial services experience, with a focus on training, business processes, learning, and communications.
  • Certification in adult education or a commitment to obtain certification is a requirement.
  • Knowledge of current learning and development methodologies.
  • Experience designing and delivering training, including development of e-learning and web-based material, with prior hands-on experience creating content with Articulate 360 being an asset.
  • Experience managing and maintaining organizational learning programs.
  • Experience in Insurance Operations processing is an asset.
  • Strong coaching skills with the ability to provide both negative and positive feedback in a constructive, professional manner.
  • Superior organizational and project management skills, including the ability to multi-task between numerous projects within a fast-paced environment.
  • Excellent written and verbal communication skills.
  • Results-oriented team player, with a demonstrated ability to apply good judgment and make recommendations.
  • Strong analytical and problem-solving skills.
  • Demonstrated commitment to ongoing professional development.
  • Flexible with the ability to adapt to changing demands and pressures.
  • Strong negotiation and influencing skills and the ability to interact in a positive and collaborative manner for training purposes.
  • Ability to use Microsoft office products (e.g. Word, Excel, PowerPoint).
  • Experience in the processing of Foresters Financial Insurance Operations business is an asset.
  • Experience managing and maintaining organizational learning programs.
  • Proven ability to drive and implement change.
  • Proven ability to build relationships across various functions and levels of an organization and effectively manage stakeholders.
  • Excellent collaboration skills, with a proven ability to work effectively with business and technical teams.
  • Strong ability to work effectively and productively with little or no supervision.

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