Training & Development Manager, Warranty Services

Training & Development Manager, Warranty Services TDM032223

Department: Warranty Services

Type of Position: Full Time, Permanent

Location: 7th Floor, 5160 Yonge Street, Toronto, ON

Reporting to: Sophie Vlahakis, Vice President, Warranty Services

**About Tarion**

Since 1976, Tarion has provided new home warranty protection to more than 2 million Ontario homes. We serve new home buyers and new homeowners by ensuring that one of their life’s biggest investments is protected. Almost every new home in the province is covered by a new home warranty. This warranty protection is provided by Ontario’s builders and lasts up to seven years. It is backstopped by Tarion. More than 375,000 homes are currently enrolled in the warranty program. Every year about 55,000 new homes are enrolled.

With more than 265 employees, Tarion works hard every day to serve the public interest by, first and foremost, protecting consumers and their new home purchases. We investigate homeowner warranty claims; resolve warranty disputes between homeowners and builders; and provide deposit and delayed closing protection for new home buyers. We also manage the Guarantee Fund, an important financial reserve designed to help shield Ontario consumers from possible catastrophic building events. All of this enhances fairness and confidence in Ontario’s new home building industry.

**About the Role**

The Training & Development Manager role will be responsible for all Warranty Services module updates, and ongoing training for Warranty Services staff, particularly technical training for the field staff. The person in this role will also be responsible for developing a training program for all field staff, and be a technical resource for Warranty Services staff.
The person in this role will also assist with claims analysis and development of the
Construction Performance Guidelines.

**Responsibilities**:

- Manage, modules and process related documents;
- Participate in all projects to evaluate training impacts;
- Coordinate annual reviews of all modules to ensure all material is consistent and reflects current process;
- Ensure that all documents reflect the Process & Guidelines for Document Creation;
- Conduct compliance reviews to evaluate the effectiveness of the policy/process, material and identify any gaps or training needs.
- Act as a resource on technical issues, particularly Ontario Building Code questions, and establish a foundational training program that will be considered the baseline from which management can build upon, based on individual and/or team needs;
- Develop supplementary training that will support the reading of critical documents;
- Identify and recommend opportunities for other forms of training, e.g. videos, podcasts, etc..
- Establish and conduct a technical training program for all Warranty Service Representatives, including training on the CPG’s.
- Ensure that all Warranty Services Representatives participate in the training program;
- Monitor claims data to ensure that training reflects issues faced by field staff.
- Assist with updates to the Construction Performance Guidelines

**Qualifications**:

- Bachelor’s Degree in business administration, training, learning and development or other related degree
- Minimum 6 years in training, development or facilitation of learning outcome, along with management and customer service experience
- Skilled at facilitation and training seminars/sessions
- High level of interpersonal skills and ability to Interact with staff of various levels
- Ability to self-manage, make recommendations and implement changes
- Highly relatable and outgoing individual
- Ability to articulate concepts in a simplified manner
- Exceptional ability to network between departments
- Excellent writing, verbal communication and presentation skills
- Strong computer (MS Office) and data entry skills
- Demonstrated ability to balance multiple priorities in a dynamic team environment
- Demonstrated interest in and commitment to continuous learning
- Demonstrated ability to balance multiple priorities
- Working knowledge of the Ontario New Home Warranties Plan Act is preferred

**Why Choose Tarion?**

We believe that Tarion’s employees are its most valuable asset. We strive to provide a welcoming work environment.

We offer employees a competitive compensation program, opportunities for learning and development, an employee discount program, access to wellness programs, and a variety of
Employee Assistance Program tools and online resources to support well-being.

At Tarion, we believe that a strong commitment to diversity and inclusion allows employees to perform at their very best and underpins a culture in which everyone feels they have an equal opportunity to belong and build a career. Tarion is committed to developing and maintaining work environments and practices that ensure equality of opportunity in recruitment, selection and promotion, and to removing systemic barriers so that em