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    Manager en stage H/F - Toronto, ON, Canada - Definity

    Definity
    Definity Toronto, ON, Canada

    2 weeks ago

    Definity background
    Full time $74,100 - $136,500
    Description

    Partnering with Operational Optimization, Quality Management, Underwriting and other Contact Centre functions, the Manager Training, Knowledge Management & Communications is responsible for leading the process of identifying and prioritizing the training needs and plan with the CC leadership team(s).

    The Manager will implement knowledge management strategies, systems, and processes (effective capture, organization, and dissemination of knowledge within DCC/NBS) to enhance collaboration, information sharing, and decision-making across the business.

    They will play a critical role in driving a learning and knowledge management culture through the design, development, and delivery of inspiring, engaging and accessible programs and experiences to support employee upskilling and career development.

    Partnering with Operations, Quality, Continuous Improvement and other CC functions, lead the process of identifying and prioritizing the training needs and plan with the CC leadership team(s).

    Strategic and operational design and implementation of training processes and systems
    Design, implement and manage the learning program and ensure that all training materials developed, and all programs delivered exceed the target
    Analyze, identify trends and opportunities and report on training initiatives
    Through stakeholder engagement, develop the needs analysis and success criteria for training
    Continually manage the training environment requirement and liaise with Technology Solutions to ensure that an environment is 100% available for train the trainer, facilitator led training, online learning, and self-learning
    Manage costs associated to all training solutions, productions, and vendors to achieve return on investment.

    Promote the appropriate use of the company's knowledge base by creating guidelines for what information is captured, by whom and how it integrates with training.

    Monitor and evaluate the effectiveness of knowledge management initiatives, identify gaps and opportunities for improvement, and propose solutions to enhance knowledge capture, organization, and utilization.

    Lead, implement and maintain the content within communication channels
    Monitor the data on knowledge management usability and continually improve the structure and usability of the knowledge management system to ensure team members are able to find the needed data as quickly as possible
    Leverage analytics to evaluate business impact, track the usage and define effectiveness of training and knowledge base initiatives and content to ensure alignment to business goals and employee development needs
    Improve efficiency of training and knowledge shared across departments
    Works with leaders/partnering functions in the development of functional strategy and planning (12-month horizon) by providing insights and raising issues
    Applies broader business metrics, leverages cost-benefit analyses when designing and implementing new programs, services and other initiatives.
    Interpret reporting to create summaries, draw conclusions and make recommendations to leadership.
    Ability to coordinate with and work across business units while driving shared services priorities and goals.
    Bachelor's degree in knowledge management, information science, business administration, adult education or a related field
    ~7-10 years of professional experience in developing and implementing informal and formal learning strategies and projects within a large, complex corporate environment
    ~ Proven track record of performance management and successful team development
    ~ Proficiency in knowledge management tools, content management systems, and collaboration platforms
    ~ Strategic thinker with experience building and executing on short and long-term plans
    ~ Demonstrated ability to understand the vision of the department, translate it into action and incorporate it into day-to-day operations by ensuring that quality objectives are being attained and maintained on a consistent basis.
    ~ Ability to identify problems in their early stages and solve by analyzing options and developing alternative solutions
    ~ Proven skill and capability in learning and Knowledge management design and development
    ~ Superior communication skills, both written and verbal and demonstrated facilitation and presentation skills
    ~ Demonstrated ability to manage multiple enterprise programs and deliverables and prioritize projects that are running concurrently while managing stakeholders
    ~ Proficiency in knowledge management tools, content management systems, and collaboration platforms.
    ~
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