***Applicants should be available and willing to work on-site and/or from home depending on business needs.*** 

Position overview:

The Learning Services Manager is responsible to coordinate with the operation the training needs and advise and Lead the Learning Services team in developing and implementing standard educational processes, oriented to provide customer service or technical knowledge as per client's products. The Learning  Services Manager must support the creation of a training curriculum and ensure the quality of service and training delivery of the LS team. Likewise, the Learning  Services Manager will be co-responsible with the operation for the professional and optimum performance of the trainers as well as the allocation of resources for developing training. will manage a profile of competencies to be developed in the LS Team.

Key responsibilities:

• Create and implement standard processes in Learning Services in order to deliver the same type of service regardless of the program, the Line of Business, or the region, analyze training needs to keep the processes updated and aligned with programs needs, define roles and responsibilities to keep the process on track, provide support to HR and operational key processes, analyze training needs to develop a new training curriculum and methodology or modify and improve the existing one, develop and organize training manuals, multimedia visual aids, and other educational materials. 

• Standardize training materials for all accounts, support the ramp-up processes, reviewing or developing the new curriculum and materials, develop and follow up an evaluation scheme per each program. Support the LS team to develop testing and evaluation procedures. Plan, develop, and provide training and staff development programs, using knowledge of the effectiveness of methods such as classroom training, demonstrations, on-the-job training, meetings, conferences, and workshops, train instructors and supervisors in techniques and skills for training.

Core competencies:

• Schedule flexibility

• Availability to work on-site 

• Giving support

• Focusing on customers

• Embracing technology

• Managing self-development

Leadership competencies: 

• Providing leadership

• Leading change

• Building an effective team

• Operates as a single point of contact across all TI locations

• Develops and maintains long-term relationships with the client

• Clearly communicates the progress of monthly/quarterly initiatives to internal and external stakeholders

Functional competencies:

• English B2 or above - Required

• Oral and written comprehension.

• Appropriate use of language.

• GSuite Google tools (Drive, Documents Or, Slides, Sheets) or MS Office (Excel, Word, PowerPoint) - Expert

• Strong planning knowledge

• Customer Service - Advanced

• Learning Strategies

• Strategic Development

• Negotiation Techniques

• Administration and Management

• Driven to achieve outstanding results

Qualifications:

• Minimum 3-year University in Education, Psychology, Communications, Industrial Engineering, or related - Required

• Master degree in Education, Human Resources, or any related fields - Desirable

• Intermediate to advanced level experience with MS Office applications, including budget management & reporting.

• Experience with external and internal client relationship - Mandatory

• Previous experience in training or working in educational programs - Mandatory 

• Six Sigma / COPC  Certification - Desirable

Equal Opportunity Employer

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 applicants’ qualifications, merits, competence, and performance without regard to any characteristic related to diversity.