Mindwire

On behalf of our client, Brainhunter Systems is seeking a talented Manager, Learning Design & Delivery to join their team in a full time – permanent role based in Brampton, ON.

Title: Manager, Learning Design & Delivery

Location: Brampton, ON

Job Type: Fulltime – Permanent

Note:  Hybrid work model– with the requirement to eventually work onsite 3 days a week out of Toronto, ON or Brampton, ON location.

Job Description

Reporting to the Senior Manager, Quality and Training, the Manager of Learning Design & Delivery will be responsible for helping our client to elevate the learning offerings their Customer Support CoE provides their colleagues.

If you are a person who is always driving for an excellent customer experience through ensuring our colleagues are set up for success with comprehensive learning material that speaks to who we are as a brand and support our commitment to help Canadians #LiveLifeWell, we are looking for you!

The role will be responsible for advancing capabilities across our client's various business lines/ functions, taking into account business needs, emerging trends and evolving learner needs. You will be key in designing and creating content that enhances performance capabilities and knowledge retention via instructor –led, including virtual and multimedia learning or blended curriculums. Your success in this role will require you to be experienced in content design and facilitating learning material. You will need to come with or gain a deep understanding of the various family of brands and businesses and utilize your exceptional relationship building skills to engage with key stakeholders across Canada.

With oversight of design and development of the learning content, you will ensure all training aligns to the overall organizational strategy and values with the purpose of strengthening capabilities, compliance and performance for our contact centre customer facing team. You show initiative by identify opportunities and leveraging best practices across various lines of business and support channels (voice, chat, social, digital, email et cetera).

You will be responsible for providing feedback and coaching through monitoring and analyzing the content developed by vendor and internal Learning Professionals in adherence to our client's brand standards and adult education principles.

What you'll do:

• Lead the development of the Learning and Development strategy through partnership with external and internal key stakeholders to assess training needs and ensure training is aligned with business objectives
• Strong instructional design skills to drive the right behaviors through various platforms and training initiatives
• Analyze existing instructional material and provide improvements
• Develop and execute and successfully launch comprehensive learning and development programs and continuous learning initiatives
• Ensure flawless execution of all aspects of learning delivery with reportable quality checks in place
• Collaborate closely with the business to recommend customized learning solutions through innovative curriculum design and modes of delivery that engage and enhance performance and behavioral development
• Design and develop a range of delivery platforms such as in-class training, e-learning modules, self-paced web, online, and blended learning to meet the learner and business needs
• Develop post training support and reinforcement tools to sustain behavioral change and drive improved performance and business outcomes
• Conduct ongoing organizational needs analysis and ensure learning solutions support business growth and change
• Select appropriate learning methodologies that support adult learning needs and provides an engaging learner experience
• Conduct research on best practices, emerging learning and development trends, and new products and learning solutions; makes recommendations for continuous improvement and effectiveness
• Builds tools and strategies to ensure knowledge retention and coaching
• Continuously investigates opportunities to enhance and strengthen training
• Facilitate training and train-the-trainer workshops as required
• Use appropriate evaluation techniques to determine learning effectiveness, compliance and skill confirmation success rates
• Manage and maintain the Learning Management System and evaluate training completion and pass rates, training time vs. efficiency, user adoption, and emerging trends
• Awareness of learning and development trends within and outside the industry, to bring practical and cost effective best practices to the company

What you’ll need:

• University Degree in adult education, instructional design, or education preferred
• Expert level technical experience using various authoring tools including Adobe Creative Cloud, Articulate 360, and Microsoft Office Suites.
• Extensive experience (minimum 5-7 years) developing organization wide learning and facilitating development programs for multiple audiences through a variety of mediums
• Exceptional interpersonal and communication skills (verbal and written) with the ability to work effectively at all levels of an organization and strategically influence and persuade senior leaders both internally and externally
• Demonstrated expertise leveraging innovative learning technologies including social, mobile, micro-learning and gamification
• Learning Management System (LMS) administration preferred
• Ability to manage competing, high-priority demands in a fast-paced environment
• Understanding of contact centers would be an asset
• Knowledge of Salesforce would be an asset