Operations Learning and Performance Manager

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

• Lead and coach direct reports for high performance and continuously look for ways to improve team performance and ensure opportunities for growth and development.
• Manage Business Partner relationships (Finance, Internal Audit, Operational Risk, Canadian Operations, Best Practice) by engaging with them to close gaps, share quality and learning results, present trends with the goal of continuously improving Quality and Learning in Operations.
• Leverage relationships to help with the implementation of Quality and Learning recommendations in Canadian Operations.
• Manage all Quality and Learning projects and initiatives including requests for solutions or programs to determine scoping and details of involvement; partnering with Business Partners in delivering projects aligned to their strategies.
• Partner for the development and creation of new Quality and Learning Programs that support business strategy and keep in line with the Quality Framework and Guiding Principles, working closely with OLP Business Partner Leads.
• Ensure quality and learning solutions and programs are One Sun across all Canadian Operations and leverage existing programs for other business lines.
• Collaborate with peers in the Quality, Learning and Knowledge Management teams to ensure consistency and improvement in OLP's solutions and strategies.
• Work closely with OLP Directors and Business Partner Leads to drive the OLP learning and quality strategy across the business ensuring buy in from business leaders.
• Support OLP Directors and OLP Business Partner Leads with the promotion of learning and quality across the business and the value they can deliver.
• Stay connected to and implement industry trends and best practices in performance consultancy, project management, quality assessment, learning retention strategies and KPIs.

• Ongoing Delivery – Learning

• Lead and coach Learning team direct reports for high performance and continuously look for ways to improve team performance and ensure opportunities for growth and development.
• Accountable for the quality and consistency of facilitation delivered by Learning Consultant-Facilitators.
• Develop and continually innovate a best-in-class facilitation program based on industry trends and best practices for adult facilitation.
• Manage facilitators on delivering gold-standard training in alignment with team standards expected for:
  • Session preparation
  • Ensuring optimal learning environments
  • Fully interactive experiences
  • Monitoring and measuring learning during and after delivery
  • Adult education principles as applied to facilitation
• Motivate facilitators to work with flexible programs while maintaining a positive learning aptitude and high-quality delivery.
• Observe and assess regular facilitation sessions for multiple audiences, in multiple locations with varied blended learning methods (in-class and virtual delivery) to drive consistency and high-quality training results.
• Attend weekly meetings with Resource Planner, business partners in Operations and WFM to continuously evaluate hiring and training needs.
• Work as one team with OLP Learning teams in Manila and India.
• Ensure the team is learning new skills and cross skilling BU knowledge to support other areas within the OLP organization.
• Empower and coach all Learning Facilitators to make decisions and adjust techniques as required during training.
• Model, support and drive an empowered, engaged and recognition-focused culture.
• Support Learning Facilitators with updates to business partners on program deliveries.

• Ongoing Delivery – Quality

• Lead and coach Quality team direct reports for high performance and continuously look for ways to improve team performance and ensure opportunities for growth and development.
• Manage Business Partner relationships working closely with OLP Business Partner Leads to close gaps, share quality results, present trends with the goal of continuously improving Quality in Canadian Operations.
• Manage the development, creation and rollout of new Quality Programs that support business strategy and keep in line with the Quality Framework and Guiding Principles.
• Work with team members to ensure quality of feedback and application of the Quality methodology and provide coaching, feedback and tools to promote success and improvement of staff.
• Oversee the delivery of quality assessments as defined in the SLA, in terms of quality, quantity and timeliness.

• Collaboration and Insights

• Collaborate with the Quality, Learning and Knowledge Management teams and Data Insights and Reporting to gain insights to enhance and improve training and quality programs.
• Lead weekly project and resource huddles for Learning and Quality teams.
• Ensure all areas of the learning and quality teams are communicating effectively with each other and are provided with regular business insights from OLP Business Partner Leads.
• Manage resourcing for projects and initiatives led by team members collaborating closely with Senior Consultants.
• Build strong relationships with peers to ensure project synchronization, business feedback, project timeline tracking and team development.
• Keep OLP Directors and OLP Business Partner Leads informed of projects, team development and business unit interactions.
• Provide input and collaboration with OLP Business Partner Leads on strategic direction of learning and quality strategies aligned to the business.
• Attend and share in regular business partner meetings and OLP Business Partners, as needed.

• Qualifications and Experience:

• University degree in Adult Education, Workplace Adult Education or Quality related certification/diploma
• 4-6 years' work experience in the Financial Services Industry
• 3+ years of leadership experience preferably with learning and/or quality teams
• Exceptional leadership, coaching and people management skills with the ability to inspire, develop and leverage strengths on the team for optimum results, collaboration and efficiency
• Ability to attract, develop and retain talent to ensure a pipeline of skilled professionals to meet current and future business needs
• Knowledge of modern adult learning techniques, instructional design, creative writing and learning technology
• High level knowledge of:
  • Quality assessment processes
  • Quality Framework and Guiding Principles
  • Sampling
  • Adult education and facilitation principles
• Excellent interpersonal skills, including strong relationship building and change management capabilities
• Ability to communicate confidently by sharing relevant information in a direct, compelling and transparent manner
• Strong ability to think strategically and present information and insights to senior and operational leadership
• Ability to effectively manage multiple activities for multiple initiatives of varying complexity while under time constraints
• Ability to work under pressure, prioritize workload and adapt to changing circumstances
• Customer obsession mindset
• Change Leader with a growth mindset
• Proficient with Microsoft Office software (Excel and PowerPoint)
• In-depth knowledge of data analysis and problem solving
• Project management skills (methodology, business cases, scoping, plan, implementation)
• Proficient consulting skills
• Experience in Financial Services Operations organizations an asset

Job Category:

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