Facilitator & Learning Support Specialist - Tangerine

Scotiabank; City of Moncton; On-site; CAD 70,000 - 90,000; Full time

Benefits offered by this job

Pension & benefits programs

Learning & development opportunities

Job summary

Tangerine is seeking a Facilitator & Learning Support Specialist to deliver on-site learning and learner support for the contact centre. The role covers new-hire, promotional, refresher, and change-related training, plus coaching and nesting support for agents.

You will collaborate with Designated Trainers and instructional designers to maintain curricula, ensure quality, and keep stakeholders informed during curriculum changes. A bachelor’s degree and 3+ years in training are preferred.

Qualifications

• AI fluency and comfort with virtual learning tools.
• Experience in corporate training, facilitation, or instructional design is an asset.
• Bachelor’s degree in Education, Human Resources, Organizational Development, or related field.

Responsibilities

• Facilitate classes, both virtual and in-person, and share delivery with other facilitators.
• Support onboarding and ongoing development of Designated Trainers.
• Monitor updates and communicate impacts to training needs.
• Collaborate with stakeholders to assess and address training needs and curriculum changes.
• Coordinate with instructional designers to update training materials and guides.
• Ensure clear communication and documentation for curriculum changes.

Skills

AI fluency

Training delivery

Change management

Communication

Multitasking

Time management

Bilingual (EN/FR)

Education

Bachelor’s degree in Education, HR, or OD

Job description

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Requisition ID: 274977

At Tangerine,we’reredefining banking. As Canada’s leading digital bank, we thrive on innovation, agility, and bold thinking, tackling every challenge head-on with leading technology and the unstoppable power of collaboration.

Our client-obsessed teams deliver flexible, accessible banking solutions, breakthrough products, and award-winning service. Beyond banking,we’recommitted to making an impact in the communities we serve and across our organization. We foster a culture built on integrity, inclusion, and fearless ambition – where diverse perspectives are valued, and people are empowered to do their best work.

Are you ready to disrupt the status quo? Do you crave challenges that push boundaries? Ifyou’rea high performer looking to accelerate your career and reimagine the banking landscape, this is your moment.

Let’sshape the future of banking together!

What you will be doing:

The Facilitator & Learning Support Specialist provides on-site learning delivery and learner support for the contact centre. The role facilitates new-hire, promotional, refresher, and change-related learning; supports learners and Designated Trainers throughout classroom and nesting activities; and helps sustain consistent learning practices from training through operational readiness. The Specialist also supports curriculum maintenance, classroom administration, coaching, and the identification of learning needs through learner feedback, call taking, and operational observations.

Is this role right for you? In this role, you will be:

• Facilitate assigned classes, promotional, refresher, change-related training, and return to work training in virtual and in-person environments. Share delivery responsibilities with Designated Trainers and other facilitators based on program requirements and capacity.
• Under the guidance of the Manager, support the onboarding, preparation, and ongoing development of Designated Trainers as assigned
• Continuously monitor company updates and communications for impacts to training needs
• Collaborate with stakeholders for internal processes and quality management to assess for training needs
• Partner with instructional designers and business leaders to manage updates and changes to training curricula including modules and facilitator guides
• Ensure all stakeholders are informed and prepared for curriculum changes through clear communication and documentation
• Maintain version control and change logs for all learning materials
• Consult with instructional design team on learning projects as subject matter experts
• Coordinate with stakeholders to ensure quality and all policy and procedural needs are included in training build
• Stay current with training best practices as well as Tangerine contact center policies, procedures, and products
• Assess and identify Client trends and needs via call taking and use such knowledge to inform training needs
• Demonstrate outstanding customer service, technical skills and product knowledge
• Support learners during on the job training (nesting) as assigned including coaching Agents with a structured learning approach
• Some administration and program organization tasks as assigned
• Championing a client- obsessed culture
• Leveraging a growth mindset, embracing learning and continuous improvement
• Contributing to a dynamic workplace fostering trust, integrity and inclusion
• Removing obstacles to drive momentum across teams

Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:

• AI fluency
• A craving to contribute to a high-performing team
• Ability to drive results in periods of change
• Track record of fostering an inclusive culture
• 3+ years internal experience with Tangerine’s Contact Center or the following
• Bachelor’s degree in Education, Human Resources, Organizational Development, or a related field
• 3+ years of experience in corporate training, facilitation, or instructional design is an asset
• Experience of adult learning principles and classroom management strategies
• Experience in virtual training settings
• Experience with coaching and development for performance management
• Excellent communication, presentation, and interpersonal skills.
• Ability to manage multiple aspects of project management and adapt to changing priorities.
• Superior prioritization and time management skill
• Bilingualism in English and French is an asset

What's in it for you?

• You will be part of a diverse, inclusive, and purpose driven community of client- obsessed innovators who move fast, push boundaries, and celebrate big together.
• We are creating something game changing and you get to make your mark on it.
• You will have access to thousands of online and in person learning experiences at your fingertips to elevate your career and accelerate your development.
• From competitive benefits to programs that support your wellbeing and financial goals- we invest in you today and in your future.*

*Tangerine employees participate in Scotiabank’s pension & benefits programs (available to permanent employees)*

At Tangerine we value the unique skills and experiences each individual brings to the team, and are committed to creating and maintaining an inclusive and accessible environment. If you require accommodation during the recruitment and selection process, please let our Recruitment team know.