Bilingual (English/french) Facilitator - Ottawa - Scotiabank

Scotiabank

Verified Company

Ottawa, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Requisition ID: 169823

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

Department:
Facilitation Team, Global Contact Centers (GCC)

Business Line:
Canadian Banking Ottawa Customer Contact Centre

Purpose of Job
The incumbent facilitates training programs to new hires and existing staff.

They are a recognized expert in classroom facilitation and demonstrate a thorough knowledge of the on-the-job requirements of the front-line Advisors.

They serve a pivotal role in creating and influencing a positive training experience.

The incumbent instructs class sizes of up to 25 participants and facilitates workshops ranging from 1⁄2 day clinics to 1-4 week-long programs.

Major Accountabilities
Deliver training to address customer service skills, sales skills, and product and process knowledge by:

Acquiring and sustaining knowledge levels to support training and delivery of CBCC curriculum
Initiating cross training as required in support of product and service enhancements/changes and new launches

Manage the activities relative to delivering training programs by:

Coordinating and facilitating Orientation for all new employees to the CBCC
Performing a variety of administrative functions related to the training programs
Analyzing and formulating recommendations associated with performance management of new hires during training period

Support the Bank's training evaluation strategy to determine impact of training and return on investment:

Administering training evaluation activities as required
Reviewing and evaluating course material to ensure quality and effectiveness standards are maintained
Measuring training program success by completing evaluation and analysis activities

Positively contribute to the CBCC working environment by:

Being an active and participative member
Actively demonstrating commitment to Scotiabank's core values
Providing technical expertise, advice, and solutions to peers and colleagues
Lead and coach each participant to create emotional connections with all new/existing participants in the classroom to ensure the same behaviours and connections are made with our customers.
Provide sidebyside coaching to assist with the action/solutions of new challenges that may arise during training
Model and encourage service excellence

Requirements:

Bilingual English and French (reading/writing/speaking) required
Adult Learning Certificate or equivalent relevant working experience
Ability to demonstrate highly developed facilitation and presentation skills
A thorough working knowledge of adult learning principles
Strong interpersonal and communication skills
Strong knowledge of Microsoft Office
Word, Excel, PowerPoint
Accuracy: Ensuring that work is completed correctly, thoroughly and is of high quality
Analytical Thinking: Using a systematic approach to planning and problemsolving
Coaching: Providing guidance, support and feedback to others to improve their performance
Communication: Choosing when and how to convey information and/or ideas concisely in ways that will be clearly understood
Flexibility: Adapting to and working effectively with various individuals or groups
Self-Development: Working continuously to increase knowledge, skills and other capabilities

Dimensions
The incumbent provides training to frontline staff across all CBCC sites globally.

The incumbent must be able to manage a group of individuals from a variety of backgrounds for extended periods of time.

They must have the ability to communicate, negotiate and provide consultative advice to line management.

Working Conditions
The incumbent works in a standardized office environment on-site.

The incumbent is responsible for working in a constantly changing environment with priorities dictated by shifting business requirements and recruitment activities.

Non-standard working hours are regularly required. The incumbent must remain responsive in a work environment that has frequently changing priorities with concurrent and multiple projects. Schedules can change to accommodate the business needs

IN-GO

Location(s): Canada : Ontario : Ottawa || Canada : Nova Scotia : Halifax || Canada : Ontario : Toronto

Scotiabank is a leading bank in the Americas

Guided by our purpose:
"for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.