Manager - Learning and Development

Job Description

THE JOB

This role will be responsible for the design and delivery of Learning and Development across all Global Fan Experience teams - ensuring all training programs, quality evaluation standards and tools are aligned globally, are fit for purpose, and are constantly reviewed and updated as needed.

To accomplish this, you will use your experience and research about the latest instructional methods to build innovative learning solutions tailored for content and audience. Learning solutions can include video, infographics, games, interactive e-learning, virtual instruction for a blended approach. This is an opportunity to lead on the design and development across all Fan Experience learning.

Aside from designing and developing content, you will maintain a desire to continue learning and growing with the big picture in mind. You will collaborate with other team members and then take tasks and run with them. You will maintain good communication with team members, stakeholders, and product subject matter experts.

This role is a critical part of the Fan Experience team as we move towards a global, digital first, agile Contact Centre environment.

WHAT YOU WILL BE DOING
• Lead FX Training teams in the design and development of training, including training materials, job-aid materials, newsletters, e-learning and departmental presentations.
• Ensure all training and quality programs are consistent across all FX markets.
• Ensure all programs support adult learning theory and performance improvement techniques and are conducted by personnel certified to facilitate curriculum.
• Support Training Specialists to facilitate Fan Experience training in a consistent and standardized method, using criterion-referenced instruction model to ensure transfer of learning and to build core agent competencies.
• Serves as a SME on select tools / applications used for e-Learning; coaches others across the organization on best practices for these tools and participant engagement
• Ensure integrity of training materials and they are aligned with current policies/practices
• Manage and develop the Training team to achieve excellence in training analysis, design, facilitation and evaluation principles to ensure a return on the organization's investment.
• Evaluate ongoing training effectiveness and provide feedback to Trainers regarding their personal effectiveness.
• Hire and oversee training of L&D Specialists when required
• Deliver training as and when required.
• Act as the go to within the business for anyone with questions or queries regarding training and development plans
• Work closely with various leaders across the organization and having a full understanding of their units and training requirements

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)
• Strong communication and organization skills, detail-oriented and self-motivated.
• Experience in training/teaching and/or adult learning, including instructional design principles, but we are open to other areas.
• Effective presentation and facilitation skills
• Recent experience in the development of training or education materials.
• Passionate about quality and the Education experience of all our users.
• Ability to work in a fast-paced environment with frequent deadlines.
• Ability to maintain good working relationships with co-workers, clients, customers, and management.
• Collaborative work style with ability to solicit input, influence, and support decisions
• Positive attitude, willing to learn
• Strong attention to detail
• Proficient at Microsoft Word, Excel, PowerPoint and Outlook.
• Solid proofreading and editing ability

YOU (BEHAVIOURAL SKILLS)
• Respected Leader – Recognized by direct reports for consistency in support, guidance, and trustworthiness. A leader who motivates a team through hard work, commitment, and willingness to learn/understand, makes every effort to create a path for employees to grow and succeed, and creates and supports a culture of accountability.
• Motivated Learner – An individual motivated by new challenges and opportunities.
One who is always willing to take on more responsibility and not shy away from areas where learning is required. A leader who can take on areas of great opportunity and drive the change required for improved results.
• Collaborate with others; share information openly; listen and take time to empathize and understand where others are coming from; show recognition and appreciation for the contributions of others.
• Demonstrated ability building and developing training modules.
• Demonstrated ability in affecting change.
• Motivation to improve and guide operational and technical change that will improve fan experience and satisfaction.
• Results driven, energetic, creative, and hardworking, with a commitment to the highest quality of care and service

Jobcode: Reference SBJ-d2y387-3-23-92-53-42 in your application.