Director of Learning and Development

5 days ago

Toronto, Ontario, Canada Manulife Full time

Job Summary

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 enhance talent development, customer and employee experience, and operational capabilities.

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 operational leaders and HR partners to address performance deficiencies and implement targeted training interventions.

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 Manulife

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. We operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups, and institutions.

Our Commitment to Diversity and Inclusion

We are committed to creating an inclusive workplace where everyone thrives. We foster an environment that values diversity, equity, and inclusion, and we invite you to join us in our mission to build a better future for all.

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