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Title:  Bilingual (English/French) Facilitator - Ottawa




Requisition ID: 169823

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


Department: Facilitation Team, Global Contact Centers (GCC)


Business Line: Canadian Banking Ottawa Customer Contact Centre


Purpose of Job

The incumbent facilitates training programs to new hires and existing staff. They are a recognized expert in classroom facilitation and demonstrate a thorough knowledge of the on-the-job requirements of the front-line Advisors. They serve a pivotal role in creating and influencing a positive training experience. The incumbent instructs class sizes of up to 25 participants and facilitates workshops ranging from ½ day clinics to 1-4 week-long programs. 


Major Accountabilities 

1.    Deliver training to address customer service skills, sales skills, and product and process knowledge by:

  • Facilitating learning in a professional manner demonstrating the application of adult learning principles
  • Acquiring and sustaining knowledge levels to support training and delivery of CBCC curriculum
  • Initiating cross training as required in support of product and service enhancements/changes and new launches

2.    Manage the activities relative to delivering training programs by:

  • Coordinating and facilitating Orientation for all new employees to the CBCC
  • Performing a variety of administrative functions related to the training programs
  • Analyzing and formulating recommendations associated with performance management of new hires during training period

3.    Support the Bank’s training evaluation strategy to determine impact of training and return on investment:

  • Administering training evaluation activities as required
  • Reviewing and evaluating course material to ensure quality and effectiveness standards are maintained
  • Measuring training program success by completing evaluation and analysis activities  

4.    Positively contribute to the CBCC working environment by:

  • Being an active and participative member  
  • Actively demonstrating commitment to Scotiabank’s core values
  • Providing technical expertise, advice, and solutions to peers and colleagues
  • Lead and coach each participant to create emotional connections with all new/existing participants in the classroom to ensure the same behaviours and connections are made with our customers.
  • Provide side-by-side coaching to assist with the action/solutions  of new challenges that may arise during training
  • Model and encourage service excellence



  • Bilingual English and French (reading/writing/speaking) required 
  • Adult Learning Certificate or equivalent relevant working experience
  • Ability to demonstrate highly developed facilitation and presentation skills
  • A thorough working knowledge of adult learning principles
  • Strong interpersonal and communication skills
  • Strong knowledge of Microsoft Office – Word, Excel, PowerPoint
  • Accuracy:  Ensuring that work is completed correctly, thoroughly and is of high quality
  • Analytical Thinking:  Using a systematic approach to planning and problem-solving 
  • Coaching:   Providing guidance, support and feedback to others to improve their performance
  • Communication: Choosing when and how to convey information and/or ideas concisely in ways that will be clearly understood
  • Flexibility: Adapting to and working effectively with various individuals or groups
  • Self-Development: Working continuously to increase knowledge, skills and other capabilities



The incumbent provides training to frontline staff across all CBCC sites globally.  The incumbent must be able to manage a group of individuals from a variety of backgrounds for extended periods of time. They must have the ability to communicate, negotiate and provide consultative advice to line management. 


Working Conditions

The incumbent works in a standardized office environment on-site. The incumbent is responsible for working in a constantly changing environment with priorities dictated by shifting business requirements and recruitment activities.  Non-standard working hours are regularly required.  The incumbent must remain responsive in a work environment that has frequently changing priorities with concurrent and multiple projects. Schedules can change to accommodate the business needs 




Location(s):  Canada : Ontario : Ottawa || Canada : Nova Scotia : Halifax || 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.

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