Manager, Learning & Development - Scotia iTRADE

Scotiabank; Toronto; On-site; CAD 80,000 - 120,000; Full time

Job summary

A leading company in the financial services sector seeks a Manager of Learning Engagement and Development to create and maintain training solutions for its Contact Centre. This role involves performance consulting, developing engaging training content, and supporting a collaborative learning culture. The ideal candidate will have experience in adult education and strong leadership skills, along with the ability to drive employee engagement and improve knowledge retention.

Qualifications

• 2+ years in adult education, training, or related experience.
• Facilitation skills; experience in online brokerage or contact centers preferred.
• Proven experience in designing and evaluating diverse learning content.

Responsibilities

• Develop and deliver best-practice knowledge content for Contact Centre training.
• Lead and motivate the team ensuring quality and agility.
• Manage relationships and serve as a learning consultant aligning solutions with business objectives.

Skills

Relationship-building

Influencing

Leadership

Organizational skills

Collaboration

Communication

Project management

Change management

Technical proficiency

Bilingual (French/English)

Education

Post-secondary degree or diploma

Certification in adult learning

Brokerage license

Options license

Job description

Requisition ID: 230277

Join a purpose-driven, high-performing team committed to results in an inclusive culture.

Purpose of Job:

The Manager of Learning Engagement and Development will collaborate with Scotia iTRADE Contact Centre Managers, SMEs, Onboarding, and staff to develop, deliver, and maintain engaging training content. The goal is to enhance knowledge, boost learner retention, and improve Contact Centre performance.

The incumbent must tailor learning programs to meet the evolving knowledge needs of various service teams, ensuring consistent, customer-focused conversations. They will proactively identify gaps in learning, performance, and knowledge, providing tailored solutions aligned with strategic business goals.

They will engage in performance consulting, lead innovative learning solutions covering assessment to sustainment, and measure outcomes against key metrics. Additionally, they will support the development of comprehensive learning and process improvement plans to drive employee engagement and performance.

Major Accountabilities:

1. Develop and deliver best-practice knowledge content for Contact Centre training:
   • Create curriculum and content for online, instructor-led, and blended training, including objectives, scripts, assessments, and certifications.
   • Consult with SMEs to develop and refine content.
   • Apply instructional design and adult learning principles to produce engaging, practical materials.
   • Use various mediums like guides, modules, tutorials, and videos.
   • Keep training materials current with industry and organizational changes.
   • Stay updated on trends in technology and e-learning.
2. Lead and motivate the team:
   • Execute with quality and agility.
   • Foster a positive, collaborative environment, encouraging innovation and engagement.
   • Support team goals through coaching and communication.
   • Gather frontline insights to enhance staff effectiveness.
   • Develop career pathing strategies.
3. Manage relationships and serve as a learning consultant:
   • Align learning solutions with business objectives.
   • Manage vendor relationships and negotiations.
   • Provide regular updates and coordinate with SMEs for content validation.
   • Build internal and external networks to improve training effectiveness.
4. Design and deliver performance solutions:
   • Create engaging, blended learning solutions across various platforms.
   • Support system, product, sales, and service training to ensure high customer satisfaction.
   • Diagnose performance issues and recommend solutions.
   • Maintain and refine training materials to meet standards.
   • Update knowledge bases and communicate changes.
   • Support change management initiatives.
5. Enhance operational standards and processes:
   • Follow governance and quality standards.
   • Implement content maintenance processes.
   • Leverage internal resources for efficiency.
   • Develop measurement and evaluation strategies.
   • Assess technical requirements for digital content delivery.
6. Support inbound Contact Centre operations:
   • Oversee support teams handling complex issues and client follow-ups.
   • Improve internal processes and efficiency.
   • Manage the Helpdesk for onboarding and account maintenance.
   • Ensure high service quality and analyze feedback for improvements.
7. Ensure compliance with regulatory guidelines:
   • Promote adherence to conduct and compliance policies.
   • Manage compliance issues related to KYC, AML, privacy, and audits.
   • Address customer concerns promptly and professionally.
   • Analyze root causes of service issues and implement corrective actions.

Education/Work Experience/Qualifications:

• Post-secondary degree or diploma; certification in adult learning preferred.
• 2+ years in adult education, training, or related experience.
• Facilitation skills; experience in online brokerage or contact centers preferred.
• Brokerage license required; Options license preferred.
• Proven experience in designing and evaluating diverse learning content.
• Knowledge of instructional design, adult learning theories, and e-learning trends.
• Strong collaboration, communication, project management, and change management skills.
• Technical proficiency and ability to learn new software quickly.
• Excellent written and verbal communication skills.
• Bilingual (French/English) is an asset.

Dimensions:

Strong relationship-building, influencing, leadership, and organizational skills are essential. Ability to manage multiple projects, build partnerships, and work effectively across teams is required.

Location: Toronto, Ontario, Canada

Scotiabank is committed to diversity and inclusion. Accommodations available upon request. Apply online; only selected candidates will be contacted.