Associate Manager, Training - London, Canada - Canada Life Assurance Company

Canada Life Assurance Company

Verified Company

London, Canada

3 weeks ago

Posted by:

Sophia Lee

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Description

Job Description:

This role is responsible for owning the training and development strategy for the Client Service Centre.

The role is critical in ensuring that Client Service Centre staff are effectively onboarded and receive ongoing training and development tailored to many varying needs/styles, across several lines of benefits with significant differences in products/processes/culture.

The incumbent will be expected to lead the training team for the Client Service Centre (over 215 staff).

Success in this role will be judged by the quality of customer service provided by staff graduating from various training/professional development sessions, staff feedback and turnover/retention among other KPI's.

What you will do

Act as the lead for the Client Service Centre in designing and delivering end to end training approach for various products/lines of business in order to service our customers and Advisors. Includes owning implementation of key Client Service Centre training strategies for both inclass and online delivery.
Lead Client Service Centre training staff including other non production roles. Provide ongoing professional development, guidance, etc. to support this group of highly experienced staff in providing worldclass training solutions and business support to the Client Service Centre.
Perform comprehensive ongoing research and update skills/education related to training and development best practices. Act as the Client Service Centre's lead in implementing philosophy/approach evolution to ensure best possible (internal and external) customer experience.

What you will bring

Incumbent will present complex strategies to varying audiences in order to gain support for ongoing innovative improvements driving greater customer experience and savings.
Incumbent will be expected to possess (and continually update) a broad knowledge of industry best practices, approaches in order to design effective solutions and mentor the training team in their ongoing development. This will allow us to present relevant material tailored to the staff's varying needs in order to reduce attrition and improve customer service through an improved employee experience. Success will be judged based on the availability of innovative training/development solutions, gauged through various methods such as customer feedback, surveys, etc.
Requires strong leadership ability as will be responsible for the ongoing development and performance of the Client Service Centre training team. Success will be judged based on a variety of metrics including learner feedback, KPI improvements, etc. In addition, this role plays a critical part in defining the Client Service Centre performance culture include ensuring performance results for new staff and existing staff are optimized. Role is also responsible for performance management and leadership of all trainers at the Client Service Centre for all lines of business.
This role will have great autonomy in developing overall strategies tying together many complex requirements across the different products/lines of business (ideally will be a 'thought leader' in the company, so it's critical that the incumbent possesses a welldeveloped ability to analyze and design overall strategies that complement each other. This will be judged by our ability to provide effective, efficient service.
Change management skills are crucial in this role as will support the overall change management strategy/approach within the Client Service Centre which many times is just as (if not more) critical than effectively delivering product and process details (if change management is not at the heart of each approach staff will likely not be as successful as possible in providing an exceptional customer experience).

**Be your best at Canada Life

Being a part of Canada Life means you have a voice. This is a place where your unique background, perspectives and talents are valued, and shape our future success.

You can be your best here. You're part of a diverse and inclusive workplace where your career and well-being are championed.

You'll have the opportunity to excel in your way, finding new and better ways to deliver exceptional customer and advisor experiences.

***Together, as part of a great team, you'll deliver on our shared purpose to improve the well-being of Canadians. It's our driving force. Become part of a strong and successful company that's trusted by millions of Canadians to do the right thing.

We are one of Canada's top 100 employers

Canada Life serves the financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States. As members of the Power Financial Corporation group of companies, we're one of Canada's leading insurers with interests in life insurance, health insurance, investment and retirement savings. We offer a broad portfolio of financial and benefit plan solutions for