Manager, CSD Training and Employee Development

Job Description
Metrolinx is connecting communities across the Greater Golden Horseshoe. Metrolinx operates GO Transit and UP Express, as well as the PRESTO fare payment system. We are also building new and improved rapid transit, including GO Expansion, Light Rail Transit routes, and major expansions to Toronto’s subway system, to get people where they need to go, better, faster and easier. Metrolinx is an agency of the Government of Ontario.

Job Description
Metrolinx is connecting communities across the Greater Golden Horseshoe. Metrolinx operates GO Transit and UP Express, as well as the PRESTO fare payment system. We are also building new and improved rapid transit, including GO Expansion, Light Rail Transit routes, and major expansions to Toronto’s subway system, to get people where they need to go, better, faster and easier. Metrolinx is an agency of the Government of Ontario.

At Metrolinx, equity, diversity and inclusion are essential to living our values of serving with passion, thinking forward and playing as a team. Reporting to the Director, CTO Customer Enablement, leads the development, implementation, and continuous improvement of the CTO Learning and Performance Strategy, overseeing the design and delivery of training programs that advance the skills and competencies of GO/UP frontline staff, ensure compliance with applicable regulatory, legislative, and operational requirements, and align with Metrolinx's strategic objectives, policies, and standards to achieve desired operational and business outcomes.

What will I be doing?

• Plans, develops, implements and maintains the CTO Learning and Performance Strategy and Training Roadmaps, ensuring that CTO Frontline employees have the necessary training to feel confident and competent in executing their assigned work duties;
• Plans, develops, implements and maintains a range of customer service, technical, safety and compliance training programs and initiatives identified in the training roadmap (including the CTO frontline new hire onboarding programs, project-based training, regulations compliance training, employee upskilling training, etc.) to support Station Services and Customer Care employees in the delivery of our CTO Strategy;
• Establishes a training delivery strategy to centralize training in the core team to support project delivery and operations
• To identify, analyze and assess the impact to CTO employees of process, policy, legislative and regulatory changes and new technology, through a strategic learning lens, with the goal of developing short and long-term training and development plans. Assesses learning and development needs and manages the design and development of training programs based on enterprise and individual stakeholder needs, developing targeted training plans/courses, as required
• To ensure that training programs/initiatives are maintained and updated to meet current/future organizational objectives, business needs and legislative and regulatory compliance requirements;
• To collect data/metrics related to required skills and capabilities on an ongoing basis to support proactive issues management and development of risk mitigation strategies related to internal business improvement.
• To implement standards and manage critical paths/milestones by monitoring mechanisms for new learning initiatives (e.g. budgets, schedule, scope, quality) and regularly report to the Sr. Manager on project(s) status;
• To oversee the quality and consistency in Training programs and manage the collection, maintenance and reporting of training-related metrics; assess and monitor Training programs to identify strengths, gaps and lessons learned in order to evaluate effectiveness and alignment/efficiencies between Metrolinx training courses; make recommendations based on emerging trends, opportunities and internal business improvement;
• Develop and execute change management strategies, including stakeholder assessments, communication plans, training programs, and adoption metrics to maximize business outcomes and minimize operational disruption.
• Establishes relationships and works with CTO senior leadership, HR Learning Services and Change Management Centers of Excellence (GO&UP Operations, I&IT, PRESTO, etc.) as well as business partners and cross-functional teams/advisory committees to analyze performance gaps, propose solutions to close the gaps, develop and deliver effective training & development strategies in order to change employee behaviors to improve performance and achieve the CTO objectives;
• Liaises with the Station Services and Customer Care management teams to gather and exchange information concerning the design, development and delivery of training programs to ensure training programs/courses meet current/future business/operational requirements and individual training needs and to identify/address gaps in training performance/results;
• Liaises and engages with CTO employees to receive feedback on initiatives and learning programs to ensure…