Manager,Training Delivery & Performance Job Toronto area,Ontario Canada,Education / Teaching

Why this role is important

PC Financial & Services is seeking a strategic and results-oriented Manager, Training Delivery & Performance to elevate the learning experience for our contact centre colleagues. This critical role is responsible for ensuring the consistent delivery of high-quality, impactful training for our contact centre agents who handle customer inquiries for PC Financial. You will play a pivotal role in optimizing training effectiveness, driving performance, and fostering a culture of continuous improvement across our extensive contact centre network, including our vendor partners.

Reporting to the Senior Manager, Contact Centre Learning & Development, you will lead the charge in assessing and enhancing training facilitation standards, analyzing performance data, and overseeing the continuous evolution of our training curriculum. This role involves significant collaboration with internal stakeholders and external vendor partners across multiple geographies, ensuring our training deployment is both effective and scalable. The ability to travel frequently (up to 50% of the time) to support our contact centres and partners is essential.

What You'll Do

Training Quality & Oversight Lead the observation and evaluation of training facilitation across all programs, ensuring strict adherence to established standards, methodologies, and learning objectives. Provide targeted, constructive feedback and coaching to trainers to foster continuous improvement.

Performance & Data Analytics:
Generate data-driven insights by overseeing and reporting on key performance indicators (KPIs). Analyze training effectiveness and impact data, identifying key trends, and proactively addressing training gaps to enhance colleague performance, retention, and development.

Curriculum & Program Management:
Lead the strategic oversight and execution of annual reviews for all training programs, ensuring content and delivery methods are continuously aligned with organizational goals, industry best practices, and evolving business needs.

Stakeholder Collaboration & Reporting:
Cultivate strong relationships with internal and external stakeholders, including vendor partners, to ensure seamless and effective training deployment. Prepare and present comprehensive reports on training performance, facilitator effectiveness, and program impact to senior leadership, influencing strategic decisions.

Learning Technology & Innovation:
Serve as the primary administrator and subject matter expert for all learning tools, including rapid development platforms and the Centre of Excellence’s Learning Management System (LMS) - Axonify. Stay at the forefront of Learning & Development best practices, emerging technologies, and innovative applications, recommending and implementing solutions for continuous improvement and enhanced effectiveness.

What You'll Bring

Required Qualifications:

A minimum of 5-7 years of progressive experience in Learning & Development, with at least 3 years in a leadership or management role, specifically overseeing training facilitation, evaluating program effectiveness, and driving performance improvements within a complex organizational structure.

Demonstrated expertise in guiding the development and evaluation of diverse learning content for various audiences and delivery modalities (e.g., ILT, VILT, eLearning, blended learning).

Extensive knowledge and practical application of adult learning principles and instructional design methodologies across in-class, virtual instructor-led (VILT), asynchronous eLearning, and blended learning environments.

Exceptional interpersonal, communication (verbal and written), and presentation skills, with a proven ability to strategically influence and collaborate effectively with diverse stakeholders, from frontline trainers to senior leadership.

Proven ability to thrive in a fast-paced, dynamic environment, managing multiple projects and shifting priorities with strong organizational and time management skills.

Proficiency and administrative experience with rapid eLearning authoring tools (e.g., Articulate 360, Vyond) and Learning Management Systems (e.g., Axonify), including the ability to leverage them for content quality assurance and deployment.

Nice-to-Haves:

Post-Secondary Degree/Diploma specialization in Adult Education or a related field.

CTP/CTDP certification or equivalent.

Knowledge of Banking and Payment products is an asset.

Proficiency in Salesforce.

Previous experience in contact centre operations.

Familiarity with or experience exploring specific AI platforms and tools relevant to enhancing instructional design, personalized learning experiences, or performance analytics within an L&D context.


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