ID de la solicitud: 232032
Únase a un equipo ganador con un propósito claro, comprometido con el logro de resultados en una cultura inclusiva y de alto desempeño.
Purpose
Leads and oversees training and development for the Client Experience Centre Unit in GBS to ensure that the training and development strategies, plans and initiatives are aligned with overall business strategy. The manager works closely with business line leadership teams to meet training and development needs of the business. The manager works to ensure the training and development solutions are as efficient, effective and engaging as possible for the unit.
Accountabilities
• The incumbent facilitates training programs to the unit’s new hires and existing staff and is recognized as an expert in classroom facilitation. He/she is responsible for quality service delivery through the monitoring of training and coaching techniques executed by the site facilitator team. Responsible for managing the daily operations, scheduling, coaching and leadership of the facilitation team. The team’s primary goal is to schedule and deliver training for new hire and returning employees.
• The Training and Development Manager must assure the quality services to clients, development, growth, involvement and recognition of employees, sound economic principle and environment which is conducive to innovation, positive thinking and expansion - is considered in carrying out the duties and responsibilities of this position.
• Actively pursues effective and efficient operations of his/her respective areas in accordance with Scotiabank’s Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk, reputational risk and conduct risk, including, but not limited to, responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct.
• Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
• Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
• Builds a high-performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment and using a coaching mindset and behaviors, communicating vison/values/business strategy and managing succession and development planning for the team.
• Leading activities related to staff development (performance evaluation, career plan, training plan, coaching sessions, among others).
• Directing and supporting the leadership and development programs for the Client Experience Centre.
• Interacts with VP’s, Directors, Managers, internal staff, instructional designers and operations personnel of Client Experience Center.
• Manage the activities relative to delivering training and development programs by Leading Training and Development Programs to enhance the Customer Experience and Employee Engagement for existing Employees and New Hires. Continuously innovating learning approaches and engagement through delivery methods, onboarding process, training, development and testing tools and activity plans, ensure that facilitators are plugged into the business supporting training and development needs and liaising with Contact Centre management and support teams to complete training schedules. Analyzing and recommending modifications to standardized learning paths to meet changing and site-specific business requirements.
• Manages training delivery of both new hires and return training for all the Contact Centre Unit.
• Establishes a professional training environment and manage all the training facilities/classrooms in terms of set-up and staff training materials.
• Delivers a curriculum of training that impacts team performance and provide feedback to management on training and scheduling needs while managing special training projects.
• Designs methods and procedures to test course materials for quality, audience, suitability, accuracy of objectives and expected learning experience.
• Maintains records of individual training needs and progress.
• Deliver training to address customer service skills, sales skills, and product and process knowledge by facilitating learning in a professional manner demonstrating the application of adult learning principles, acquiring and sustaining knowledge levels to support training and delivery of CCC curriculum and initiating cross training as required in support of product and service enhancements/changes and new launches.
• Support the Bank’s training and development evaluation strategy to determine impact and return on investment directing the accurate collection and compilation of training statistic data, reviewing and evaluating course material to ensure quality and effectiveness standards are maintained, measuring training and development programs success by completing evaluation and analysis activities, oversee the National Knowledge Sustainment Evaluation Nationally- ensuring quarterly National KSE results are completed within time frames and distributed to SVP/ VP’s / Directors at all Sites, provide assistance within the team to ensure training, development and leadership needs are completed within established timeframes and reduce national knowledge gaps by providing appropriate solutions in support of KSE activities.
• Lead and manage direct reports by providing direction, coaching and training as required, recognizing performance and managing non-performance, leads and guides others to develop new skills or knowledge that will enhance their work and conducting regular team meeting and coaching sessions.
• Positively contribute to the CEC working environment by being an active and participative member, actively demonstrating commitment to Scotiabank’s core values and providing technical expertise, advice, and solutions to peers and colleagues.
• Support the Bank’s training evaluation strategy to determine impact of training and return on investment:
a) Directing the accurate collection and compilation of units training statistic data
b) Reviewing and evaluating course material to ensure quality and effectiveness standards are maintained
c) Measuring training program success by completing evaluation and analysis activities
d) Maintains records of all new hires for all sites in the data base
e) Assist within the team to ensure training needs are completed within established timeframes.
Education / Experience / Other Information
• University bachelor’s degree in administration, education, or related fields is required. Postgrad in related fields is desirable.
• Bilingual (English-Spanish).
• Prior experience managing teams in the field.
• Knowledge and experience implementing strategies and solutions in training and development areas.
• Strong working experience facilitating programs for employees.
• Strong people leadership skills, problem solving, conflict management and negotiation skills
• Results oriented and able to effectively execute in a fast past environment.
• Excellent project management skills to oversee execution of complex communications strategies.
• Demonstrated leadership skills, independence and collaboration, with an ability to build strong cross-cultural and cross-divisional team relationships.
• Strong business acumen and understanding to allow appropriate partnership with client groups.
To be successful, a thorough knowledge of the following functional competencies and skills must be demonstrated on the job:
• Ability to demonstrate highly developed facilitation and presentation skills.
• A thorough working knowledge of adult learning principles and development.
• Ability to expertly facilitate a variety of training programs (technical and pc training support, product knowledge training, service skills, selling techniques, and leadership/management programs).
• A thorough understanding of the CCC quality and performance standards and measurements including in-depth knowledge of the Customer Experience Model and Call Centre coaching programs.
• A thorough knowledge of the CCC Representative’s desktop and tools.
• A thorough knowledge of the Bank’s Day-to-Day.
• A thorough knowledge of call Centre metrics.
• Accuracy: Ensuring that work is completed correctly, thoroughly and is of high quality.
• Analytical Thinking: Using a systematic approach to planning and problem-solving.
• Coaching: Providing guidance, support and feedback to others to improve their performance.
• Flexibility: Adapting to and working effectively with various individuals or groups.
• Self-Development: Working continuously to increase knowledge, skills and other capabilities.
#DRGBS
Ubicación(s): República Dominicana : Santo Domingo : Santo Domingo Este || República Dominicana : Santo Domingo : Santo Domingo Norte || República Dominicana : Santo Domingo : Santo Domingo Oeste
Dirección de trabajo: Zona Franca Las Americas
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