Manager, Training- Knowledge Management - Waterloo, Canada - Definity Careers

Definity Careers Waterloo, Canada

3 weeks ago

Full time

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). They will be required to engage internal stakeholders to communicate target state aspirations, plan execution and business readiness aligned to channel/customer growth strategies. They will also lead the ongoing development and delivery of Contact Centre frontline capabilities.

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 own the ongoing governance of a knowledge base including its overall health and best practices, making decisions around information architecture, technology, and the overall structure and use of the knowledge base.

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.

They will be required to partner with enterprise functions (i.e. HR L&D and IMC) to ensure we are leveraging existing capabilities, when possible, and aligning CC approach with corporate standards/ best practices.

What can you expect from this role?

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
Create and implement governance and reporting to drive and embed end user adoption and sustainability of the new ways of working
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
Ensure all facilitators have the required skills, knowledge, and confidence to facilitator blended training.
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

Level of Problem Solving

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.
Describes complex situations or information in terms that others can readily understand
Describes how his/her/team efforts are connected to an overall organizational strategy
Remains focused on the "big picture" when addressing the details of a specific situation
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.

What you bring to the role?

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
Strong interpersonal skills: must exhibit transparency, the ability to collaborate across Shared Services, delegate and take ownership where appropriate
Proficiency in knowledge management tools, content management systems, and collaboration platforms.
Strong people leadership skills with proven ability to create and lead high performing teams
Excellent problem solving and analytical skills to identify and report on business trends and initiatives
Preference to those that have a background in Insurance/ Financial Services

Salary range is $74,100 - $136,500

Knowledge Management Specialist

1 week ago

ApplyBoard Kitchener, Canada

The Opportunity: · What you'll do everyday: · - Maintain information, procedures and processes within the knowledge base by creating, reviewing, publishing and removing content. · - Collaborate with CX to identify and implement opportunities, or address any issues with documentat ...
Manager, Training- Knowledge Management

2 weeks ago

Definity Financial Corporation Waterloo, Canada

Job ID : 7367 · Category : Personal Insurance · Brand : Economical · Regular/Temporary : Regular · Fulltime/Parttime : Full Time · Location : Waterloo, Canada · Posting Range : $74,100 - $136,500 · Economical is part of Definity, which includes some of Canada's most long-standing ...
Knowledge Management Specialist

11 hours ago

AECOM Kitchener, Canada

**Company Description** Work with Us. Change the World.** · At AECOM, we're delivering a better world. Whether improving your commute, keeping the lights on, providing access to clean water, or transforming skylines, our work helps people and communities thrive. We are the world' ...
Bank Knowledge Management Consultant

3 weeks ago

Manulife Waterloo, Canada

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out ...
Impact & Knowledge Management Intern

3 weeks ago

MEDA Waterloo, Canada

**Position Summary** · The Impact & Knowledge Management Intern will work with the IKM team to design, implement, and support IKM systems for MEDA's international programming. Specifically, the Intern will consolidate project database and contribute to knowledge projects. · - Job ...
Impact & Knowledge Management Intern

2 weeks ago

MEDA Waterloo, Canada

**Position Summary** · The Impact & Knowledge Management Intern will work with the IKM team to design, implement, and support IKM systems for MEDA's international programming. Specifically, the Intern will consolidate project database and contribute to knowledge projects. · - Job ...
Bank - Knowledge Management Specialist

3 weeks ago

Manulife Waterloo, Canada

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out ...
Bank - knowledge management specialist

4 days ago

Société Financière Manuvie Waterloo, ON, Canada $49,575 - $82,625

Nous sommes un fournisseur de services financiers qui s'emploie à faciliter les décisions de nos clients et de nos collègues partout dans le monde et à les aider à vivre mieux. De nos initiatives environnementales à nos investissements dans la collectivité, nous montrons la voie ...
Manager, Training- Knowledge Management

1 week ago

Definity Financial Corporation Waterloo, Canada

· 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 th ...
Bank knowledge management consultant

1 week ago

Société Financière Manuvie Waterloo, ON, Canada $56,400 - $94,000

Nous sommes un fournisseur de services financiers qui s'emploie à faciliter les décisions de nos clients et de nos collègues partout dans le monde et à les aider à vivre mieux. De nos initiatives environnementales à nos investissements dans la collectivité, nous montrons la voie ...
Revenue Operations Analyst

2 weeks ago

Open Text Corporation Waterloo, Canada

**Revenue Operations Analyst**: · - Req id: Waterloo, ON, CA Virtual, CA**OPENTEXT - THE INFORMATION COMPANY** · As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team ...
Revenue Operations Analyst

2 weeks ago

opentext Waterloo, Canada

**OPENTEXT - THE INFORMATION COMPANY** · As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management. · **The Opport ...
Territory Manager

3 weeks ago

Zoetis Kitchener, Canada

Zoetis Canada is looking for a high-performing salesperson to fulfill the role of **Territory Manager, Companion Animal Division, **in **Southwestern Ontario. **This is a field-based position, responsible for creating demand for the Companion Animal portfolio of products by chang ...
Metering Supervisor Enova Power Corp.

2 weeks ago

The MEARIE Group Waterloo, Canada

**Metering Supervisor** · Enova Power Corp. is the trusted energy provider, dedicated to delivering safe and reliable energy solutions that power our communities forward. · Serving more than 157,000 residential and business customers in the City of Kitchener, City of Waterloo, To ...
Metering Supervisor

1 week ago

Enova Power Corp. Waterloo, Canada

**Position Summary** · Enova Power Corp. is the trusted energy provider, dedicated to delivering safe and reliable energy solutions that power our communities forward. · Serving more than 157,000 residential and business customers in the City of Kitchener, City of Waterloo, Towns ...
Lead Security Analyst

1 week ago

Open Text Corporation Waterloo, Canada

**Lead Security Analyst**: · - Req id: Waterloo, ON, CA**OPENTEXT - THE INFORMATION COMPANY** · As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the w ...
Jr. Hardware Asset Manager

2 weeks ago

Intellinet Waterloo, Canada

IT Asset Management Analyst · Job Summary · Coreio is looking for an IT Asset Management Analyst to maintain asset information in ServiceNow. Asset entry will include Hardware Asset Management information and is critical to the ongoing success of our client. · **Responsibilities* ...
Training Specialist

2 weeks ago

Region of Waterloo Waterloo, Canada

**Our Story**: · Committed to fostering opportunities for current and future generations, the Region of Waterloo is an inclusive, thriving and sustainable region of connected rural and urban communities with global reach. Our mission is to serve, engage and inspire, by delivering ...
Systems Specialist Uccc

2 weeks ago

Equitable Life of Canada Waterloo, Canada

At Equitable Life of Canada, we realize that your work life is not just about performing a job; it's about being part of a workplace that helps you grow and reach your full potential. Within our friendly and collaborative work environment, we recognize that the key to our growth ...
Insurance Content Specialist

2 weeks ago

ProNavigator Kitchener, Canada

### Who is ProNavigator? · ProNavigator is a venture-backed insurance technology company on an exciting growth path. We build software that helps insurance companies boost their operational efficiency, improve team satisfaction, and win more clients. ProNavigator's all-in-one kno ...

Manager, Training- Knowledge Management - Waterloo, Canada - Definity Careers

Description

Knowledge Management Specialist