Manager, Learning & Development - Scotia Itrade

Requisition ID: 213685

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

Purpose of Job:

The Manager of Learning Engagement and Development will be responsible for collaboratively working with Scotia iTRADE Contact Centre Managers, frontline SME, Onboarding and other staff to identify, develop, deliver and maintain engaging content to provide the knowledge necessary to the Contact Centre (CC) staff, increase learner retention and improve performance in the Contact Centres.

The incumbent will need to ensure the learning programs are customized and relevant to meeting the rapidly evolving knowledge management needs of our different service and solutions teams, enabling best outcomes through consistent customer segment-based conversations. They will work proactively and continuously identify learning, performance, behavioural and knowledge gaps to provide tailored learning solutions to support the strategic goals of the business.

The Manager will engage in performance consulting with business stakeholders and lead the design of innovative solutions that incorporate the end-to-end learning cycle (assessment, design, evaluation, and sustainment) ensuring measurement against key business and performance metrics. The incumbent will support the development of a comprehensive learninig, operational and process improvement plan that will drive employee performance and engagement in the key areas of focus

Major Accountabilities:

1. Bring Knowledge Content Development & Delivery Best Practice to Contact Centre Learning Programs:

• Develop curriculum and course content for online, instructor led (by the incumbent and SME's) and blended training for various stages of a CC role (e.g. onboarding training, experience agent training). This includes content objectives, agenda's, scripting, knowledge checks and certification questions.
• Gather requirements by consulting with internal subject matter experts to help develop, review, and refine learning content.
• Apply instructional design and adult learning principles to produce informative, yet highly engaging content and real-world practice.
• Develop detailed, comprehensive learning material using various mediums: study guides, exercise booklets, interactive modules, screencasts, tutorials, video courses, etc.
• Maintain training materials to ensure learning content is up to date and relevant with industry as and organizational changes.
• Stay well-informed of current trends/innovations in technology, education, and e-learning.
  

2. Demonstrate strong leadership to motivate and sustain individual and team performance:

• Execute with a high degree of quality and agility.
• Foster and develop a strong, positive team environment, collaboration, driving employee empowerment, innovation, and a high degree of engagement.
• Exhibit an ability to listen, coach communicate and support team goals.
• Capture frontline insights on requirements that will enable staff to successfully evolve to becoming effective Agents.
• Work with management team to steward the development of career pathing approaches

3. Act as a Relationship Manager and Learning & Knowledge Consultant for the CC

• Maintain a strong level of knowledge and understanding of the businesses short and long-term objectives/goals and align learning and performance solutions to meet/exceed these needs.
• Manage any ongoing vendor management, negotiations, relationships, delivery, and sustainment.
• Attend regular team meetings and provide regular status updates on activities, identifying any issues or challenges to ensure programs are delivered within established timelines and budgets.
• Liaise with Subject Matter Experts (SMEs) throughout the design and development process for content validation, establishing trust relationships with cross functional partner & SMEs with a mandate to review new and existing training materials to identify enhancements opportunities that will improve knowledge transfer and retention, learning engagement and experience.
• Build, expand and maintain relationships and networks with internal training professionals and external networks to continually improve upon the effectiveness of training.
• Share best practices and identify opportunities to work effectively across business lines.

4. Lead design and delivery of knowledge, learning and performance solutions that will enable the CC to effectively deliver against business objectives.

• Design, develop and deliver customized and engaging blended learning solutions using a variety of modalities and technologies (eLearning, Instructor-led Training (ILT), Virtual Instructor-led Training (VILT))
• Create learning and performance solutions to support systems, products, sales & service, new hire training and new skills training to meet the learning needs of all Contact Center roles and ensure an effective mix of functional and behavioral training to enable First Call Resolution and high level of client satisfaction for Agents.
• Working with Managers to diagnose performance issues and recommend appropriate solutions whether the solution contains a learning component or not.
• Manage, maintain, and refine current program materials and work with appropriate areas to ensure that all materials continuously meet business line, industry, and regulatory standards.
• Review, revise and curate existing learning content for new hire training and new skills for existing employees to ensure consistency and accuracy of information.
• Review our process and policy depository, Quick Agent, regularly to ensure the information is accurate
• Write staff communications to advise of updated processes, changes etc., and responsibility for maintaining online knowledge base for any updates.
• Be part of the change management on Contact Centre readiness on any digital platforms or features update

5. Support the design, implementation and continuous improvement of learning and performance operational standards and processes

• Follow governance and operational quality standards and processes in the intake, design and sustainment of all learning and performance solutions.
• Implement and sustain a content and learning content maintenance process
• Identify ways to leverage internal resources to improve efficiencies. This includes using 'in field/SME' employees and partners to leverage best practices, skills, and knowledge.
• Develop and implement measurement, evaluation strategies and tools to measure effectiveness of learning and performance solutions to ensure desired business impact.
• Assess technical requirements to deliver content using a variety of digital delivery platforms
  

6. Internal Support to Inbound Contact Centre

• Oversee the Contact Centre Support Specialist team in supporting Contact Centre frontline teams on investigation on complex issues and outreach to clients on follow ups to ensure issue raised is resolved
• Oversee the New Account Helpdesk in supporting Contact Centre teams on Onboarding and account maintenance enquiries
• Ensure service quality to our internal and external clients is maintained at all time
• Review data from client satisfaction survey and internal tracking tools to identify opportunities and strategize to execute a plan to enhance our service quality and operation efficiency

7. Comply & adhere to all regulatory and compliance guidelines

• Promoting adherence to the Scotiabank Guidelines for Business Conduct and any supplement guidelines or codes of conduct applicable to the area.
• Managing all general compliance (e.g. KYC, AML, CASL) and privacy related issues relative to the Contact Centres and ensuring all internal policies and procedures remain compliant with the Bank's external regulators.
• Leading any Contact Centre Audits, or contributing as required to Scotia iTRADE audit items
• Assisting management in dealing with the key elements of the compliance process (Regulatory Awareness; Review & Risk Assessment; Policies, Practices, Procedures, Systems & Training; Monitoring Compliance; Remedying Non-Compliance and Resolving Problems; Compliance Reporting) in a cost-effective manner.
• Resolving customer and branch concerns quickly and professionally within Bank policy and guidelines and in accordance with legislative requirements including Compliance Regulations and Privacy Code legislation, including proactively connecting with clients as required to resolve escalated issues.
• Analyzing root causes of service issues/breaches and initiating corrective action by determining and overseeing the implementation of corrective policy/procedures

Education/Work Experience/Designations:

• College / University degree; Post-secondary diploma, certification in adult learning is desirable.
• Experienced in adult education, training or equivalent with 2+ years' work experience.
• Experienced in facilitation techniques.
• Having online brokerage and/or Contact Centre experience, as well as knowledge of Contact Centres structures.
• Brokerage knowledge is required, Online Brokerage knowledge is preferred.
• Licensed with CIRO is a must. Options licensed is preferred.
• Demonstrated experience in the design, development, and evaluation of custom learning content and curricula for multiple delivery platforms including instructor-led, online, and blended learning.
• Understanding of education industry standards, and knowledge of trends with a focus on e-learning.
• Knowledge of Instructional Design methodology and adult learning theory, including learning evaluation methodologies and measurement.
• A collaborative mindset coupled with the ability to work independently and effectively with minimal supervision.
• A high level of flexibility, persistence, and dependability is required.
• High comfort level with technology and ability to quickly learn and utilize a new software application.
• Strong teamwork, interpersonal, communication as well as project management skills.
• Experience with leading change management initiatives.
• Experience designing, curating, and delivering content.
• Strong planning, prioritization, and time management skills.
• Ability to effectively communicate technical information clearly and simply to non-technical individuals.
• Excellent written and verbal communication skills; ability to write clear communications and training material.
• Strong sense of self awareness and confidence that shows up authentically.
• Bilingual (French/English) language skills is an asset.
  

Working Conditions:

• Moderate to heavy pressure due to deadlines, competing priorities, and infrequent travel.
• A standard office environment is provided with no unusual risk of injury or ill health from physical or environmental factors.
• Heavy use of computers, word processing, spread sheet and presentations PC applications

Location(s): Canada : Ontario : Toronto

Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.

At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.