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Title:  Manager, Learning Design and Development - Scarborough, ON

 

 

 

Requisition ID: 79613

 

Join the Global Community of Scotiabankers to help customers become better off.

 

Reporting to the Senior Manager of Learning & Development, Canadian Banking Contact Centres, the Content Developer will be responsible for collaboratively working with the Learning and Development Center Team, Project Intake Manager and subject-matter experts to identify, develop and maintain engaging content to increase learner retention and improve performance in our Canadian Banking Contact Centres.

The Manager, Learning and Development works to proactively and continously 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 learning, operational and process improvement plan that will drive employee performance and engagement in the key areas of focus.

 

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

  • Lead a Team of Designers and Developers local and remotely who are responsible for building curriculum and course content for online, instructor led and blended training for individual courses and curricula. This includes content objectives, agenda’s, scripting, knowledge checks and certification exams questions.
  • Apply instructional design and adult learning principles to produce informative, yet highly engaging content and real-world practice.
  • Maintain training materials to ensure learning content is up to date and relevant given industry as well as organizational changes.
  • Stay well-informed of current trends/innovations trends in technology, education, and e-learning.

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

  • Lead, manage and coach the CBCC Design & Development Team
  • Execute with a high degree of quality and agility (Agile Work Methodology)
  • 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
  • Support and lead team development in instructional design, eLearning design and development of digital learning solutions.

 

  1. Act as a Learning & Knowledge Consultant for the CBCC.
     
  • Advise business partners of capabilities and limitations of various delivery methods from a learning and performance consulting perspective.
  • Maintain a strong level of knowledge and understanding of the needs of the business (short and long-term objectives and goals) and align learning and performance solutions to meet/exceed these needs.
  • Manage new and ongoing vendor management, negotiations, relationships, delivery and sustainment.
  • Share best practices and identify opportunities to work effectively across business lines. 

 

  1. Lead design and delivery of knowledge, learning and performance solutions that will enable the CBCC 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), Social Learning, Informal, Mobile Learning, Interval and Simulation Training.)
  • Create learning and performance solutions to support systems, products, sales & service, new hire training and new skills training to meet the learning needs of Customer Care Advisors, Consultants and Managers and ensure an effective mix of functional and behavioral training to enable Advice Based Conversations.
  1. Support the design, implementation and continuous improvement of learning and performance operational standards and processes.
     
  • Follow CBCC established 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
  • Lead Design Team and engage business partners in a formal feedback process for all learning, performance and knowledge solutions.

Education:

  • A minimum of 5+ years of progressive work experience in leadership or learning & development
  • College or University degree in Adult Learning, Human Resources.
  • CTDP designation an asset
  • Experience in a fast-paced, iterative organization
     
    Required Skills:
  • Excellent technical ability (Word, Excel, PowerPoint, Outlook, Adobe Illustrator & InDesign)
  • A dynamic team player with a track record for meeting tight deadlines in a fast-paced environment with multiple priorities.
  • Strong knowledge of learning evaluation methodologies and measurement
  • Experience designing, producing, testing and launching digital (eLearning, video, virtual training) content that conforms to bank technology, learning management system and accessibility standards
  • Experience/Knowledge Comprehensive knowledge and demonstrated proficiency designing, storyboarding and developing eLearning using industry standard authoring tools, namely Captivate and Lectora, and ensuring eLearning is accessible.
  • Deep experience in delivering learning through a variety of channels, with a strong emphasis on experiential learning
  • Strategic thinking and innovation capabilities
  • Exceptional communication skills (interpersonal, written and verbal with a focus on plain language)
  • Demonstrated commitment to personal development and lifelong learning

Availability to travel as required

 

Desirable Experience/Skills:

  • 5-7 years of experience in Learning and Development, Instructional Design and/or facilitation of adult learning in a technical/engineering environment.
  • Previous experience working in Financial Services
  • Previous Contact Centre experience
  • Bilingual (French/English/Spanish) language skills is an asset
  • Experience in the implementation of knowledge and/or content management systems to create      and deliver content
  • Strong marketing and communication skills
  • Strong sense of self awareness and confidence that shows up authentically
     

 

Location(s):  Canada : Ontario : Toronto 

As Canada's International Bank, we are a diverse and global team. We speak more than 100 languages with backgrounds from more than 120 countries. Our employees are committed to a superior customer experience and use the Bank’s six guiding sales practice principles to ensure they act with honesty and integrity.

 

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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