Learning and Development Manager

Professional Qualifications Required Experience, Skills & Competencies Description Job Profile: Learning Services Team Leader Department: Learning and Development Reports to: Learning Services Manager FLSA Status: Non-Exempt Position Overview The Learning Services Team Leader is responsible for managing, monitoring, and developing a team of Learning Services Specialists. This role ensures that the team has the necessary tools and resources to effectively perform their responsibilities while maintaining the continued fulfillment of client goals and expectations. Specific Responsibilities May Include Team Leadership & Management Manage the day-to-day learning needs of business partners and clients, including trainers, materials, and resources Responsible for the ongoing development and supervision of training staff across a variety of lines of business Develop collaborative working techniques and skills within the team In the absence of the department head, may be asked to lead the entire department, acting and making decisions on behalf of the team, the department, business partners, and clients Implement and qualify assessments to measure the performance level of the team Provide constant monitoring metrics assigned to the team and uphold the quality standards required by the account Measure and evaluate trainer performance on an ongoing basis Implement action plans Training & Development Prepare and develop work plans, previously determined by the client, in collaboration with the assigned team Identify and assess future and current training needs through job analysis, career paths, annual performance appraisals, and consultations with business partners and clients Deliver measurable, results-oriented outcomes post-training, and establish and monitor performance metrics that demonstrate training ROI and overall business impact Reporting & Administration Reporting and content/material development Other duties as assigned and as business needs dictate Professional Qualifications Required Experience, Skills & Competencies Minimum of 2 years of prior leadership experience managing people in service delivery environments Minimum of 1 year of previous adult training/education experience Demonstrated ability to implement innovative training models that drive organizational learning effectiveness Experience in performance management and employee development Strong facilitation skills with advanced knowledge of the business; operational excellence Basic understanding of Kirkpatrick, ADDIE, and SAM instructional design models Must be well-versed in Andragogy, the 6 Principles of Andragogy, Adult Learning practices, and Adult Learning theory Must be flexible with schedules and available to work a variety of shifts to meet the needs of the business Ability to successfully complete a background check and employment verification Technical Skills Intermediate to advanced knowledge of Google Suite and Microsoft Office Suite Working knowledge of Learning Management Systems (LMS) Ability to learn and adapt to new training technologies and platforms Ability to leverage AI and Digital Solutions as strategic channels for training delivery Communication & Presentation Skills Strong verbal/written skills with ability to articulate complex issues in an easy-to-understand manner Excellent presentation skills with the ability to present ideas, concepts, concerns, and questions in a well-thought-out, positive, and professional manner Effective communication skills with team members and managers at all levels Strong active listening skills and ability to provide constructive feedback Project Management & Organization Ability to plan, multi-task, and manage time effectively Strong organizational skills with attention to detail and accuracy Ability to manage multiple priorities and deadlines simultaneously Professional Attributes Strong commitment to maintaining confidentiality Passion for continuous improvement in both self and team Adaptability to change and comfort with ambiguity Strong work ethic and professional demeanor Demonstrated ability to work with diverse personalities Leadership & Coaching Proven ability to coach and develop others Strong mentoring and feedback skills Ability to identify and nurture talent Experience in performance management and development Preferred Experience, Skills & Competencies Training, Presentation, and/or Facilitation certifications Previous call center management experience Bachelor's degree in Education, Organizational Development, Human Resources, or a related field TELUS Values TELUS Recognizes And Embraces The Importance Of Values In Our Ever-changing Workplace. To Be Successful, All Applicants Must Demonstrate Behaviors That Are Reflective Of Our Values: We passionately put our customers and communities first We embrace changes and innovate courageously We grow together through spirited teamwork At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability. Internal Transfer Eligibility In order to be considered for a transfer to another role, campaign or position, Team Member must: Meet all requirements listed on the Job Description Have been in their current role for a minimum of six (6) months Have no active Hint 2 or 3 Be meeting or exceeding performance requirements About Company: TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact. We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries, and deep industry expertise, we help over 600 organizations make the customer experience feel effortless. Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production. Equal Opportunity Employer Statement At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity. About Company: TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact. We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries, and deep industry expertise, we help over 600 organizations make the customer experience feel effortless. Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production. Equal Opportunity Employer Statement At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity. Back to previous page #J-18808-Ljbffr