Senior Manager, Contact Centre Learning and Development

President's Choice Financial; Brampton; Hybrid; CAD 80,000 - 100,000; Full time

Job summary

A leading company in Canadian retail is seeking a Senior Manager for Contact Centre Learning and Development. This role focuses on developing training strategies, enhancing customer experience, and leveraging AI for personalized learning. Ideal candidates will have strong leadership skills and a background in financial services. Join a team that values authenticity and community impact!

Benefits

Comprehensive training

Flexible working hours

Competitive benefits

Qualifications

• At least 5 years of experience in financial services and contact centre operations.
• Expertise in adult learning principles and instructional design.

Responsibilities

• Develop and execute a customer experience learning strategy.
• Oversee training to ensure coverage of technical skills.
• Collaborate with vendors to align training strategies.

Skills

Leadership

Communication

Data Analysis

Education

Post-secondary education in Business

Tools

Learning Management System

eLearning tools

Job description

Senior Manager, Contact Centre Learning and Development

Join to apply for the Senior Manager, Contact Centre Learning and Development role at President's Choice Financial.

Come make your difference in communities across Canada, where authenticity, trust, and making connections are valued – as we shape the future of Canadian retail, together. Our unique position as one of the country's largest employers, coupled with our commitment to positively impact the lives of all Canadians, provides our colleagues a range of opportunities and experiences to help Canadians Live Life Well.

At Loblaw Companies Limited, we succeed through collaboration and commitment and set a high bar for ourselves and those around us. Whether you are just starting your career, re-entering the workforce, or looking for a new job, this is where you belong.

Our hybrid model requires this role to be in office 4 days a week with flexible working hours at our Bathurst/Lakeshore location.*

Role Overview

Reporting to the Director, Colleague Enablement, the Senior Manager, Training is responsible for overseeing all training artifacts within the contact centre, ensuring agents have the resources and support needed to deliver exceptional customer experiences across all lines of business (bank and enterprise). This includes developing and implementing a comprehensive learning strategy aligned with PC brand values and customer-centric principles, while also identifying opportunities for cost reduction and containment. The role has direct oversight of the contact centre's learning management system and serves as a subject matter expert in learning, providing guidance and thought leadership to the Central Operations Team. A key focus will be on leveraging Artificial Intelligence (AI) to enhance training effectiveness and personalize learning experiences.

What you'll do

Strategy & Execution

• Develop and execute a customer experience learning strategy across contact centre channels, including setting goals, projects, KPIs, and evaluation frameworks.
• Analyze learning performance, identify areas for improvement, and use data-driven insights to refine strategies.
• Manage training projects, proactively addressing potential impacts on customer experience and cost-effectiveness.
• Drive initiatives to improve customer experience metrics, tracking their impact on business outcomes.
• Explore and implement AI-powered solutions to personalize learning paths and automate content design.

Learning Excellence

• Oversee training to ensure coverage of technical skills and understanding of brand and customer-centric values; evaluate training effectiveness.
• Manage the learning management system, ensuring it houses relevant materials, provides timely reinforcement, and offers insights into knowledge gaps.
• Implement AI tools for performance assessment and personalized coaching.

Performance & Vendor Management

• Collaborate with vendors to align training strategies with brand expectations and budgets.
• Establish and review vendor performance metrics, providing feedback for continuous improvement.
• Identify and implement cost optimization strategies with vendors.

Leadership & Collaboration

• Coach and mentor team members, fostering development and engagement.
• Build relationships across organizations to ensure alignment on training initiatives.
• Provide guidance on learning best practices and emerging trends.
• Promote AI adoption in training, educating stakeholders on its benefits and applications.

What You Bring

• Post-secondary education (preferably in Business or related field) with at least 5 years of experience, preferably in financial services and contact centre operations, including exposure to workforce management and AI-powered training solutions.
• Expertise in adult learning principles, instructional design, and learning technologies (LMS, eLearning tools, emerging tech).
• Strong leadership and communication skills, with the ability to influence at all organizational levels.
• Proven ability to develop and execute strategic plans, manage projects, and coordinate with stakeholders.

We are committed to sustainability and social impact, guided by our CORE Values – Care, Ownership, Respect, and Excellence. We offer progressive careers, comprehensive training, flexibility, and competitive benefits, making us one of Canada's top employers.

If you're unsure about your fit, we encourage you to apply. We value diverse perspectives and experiences, including those related to diversity, equity, and inclusion. Accommodations are available for applicants with disabilities at any stage of the process.

Please Note: Candidates aged 18+ will need to complete a criminal background check. Details will be provided during the application process.