BGRS develops and implements comprehensive talent mobility solutions for corporate and government clients worldwide. With deep industry experience and unparalleled insights on the future of talent mobility, we enable our clients to craft mobility programs that will empower them to attract, retain and develop top performers.

Role Overview:

The Manager of Learning and Development will be responsible for delivering innovative training solutions that contribute to the achievement of short and long term organizational objectives. This role will work closely with the Director, Contact Center Operations and the Senior Business Process Analyst to ensure that divisional training objectives are met. 

Primary Responsibilities: 

• Designs, implements and manages a learning framework, defines the architecture and feedback mechanisms for a learning agenda aligned to division objectives, as well as provides oversight on the delivery of the program.
• Provides leadership for the design, development and implementation of engaging and effective learning solutions and programs with a goal to increase organizational performance,
• Uses a project management approach and leverages specialized knowledge of adult learning theory, instructional design principles, and learning technologies
• Evaluates the effectiveness of learning solutions and channels, and leads the team in identifying, analyzing and developing or renewing programs
• Develops and cultivates relationships with internal stakeholders, subject matter experts and functional experts in order to build rapport as a trusted partner and to achieve collaboration on projects and learning initiatives
• Monitors and assesses existing training portfolio and provides regular reports to the executives as required, identifying project status, risks, and contingencies
• Work in collaboration with Manager, Business Processes and Director, Contact Centre Operations

Qualifications:

• 5+ years’ proven experience in the creation,  implementation, and measuring effectiveness of training programs (including needs assessments, solution design, program effectiveness metrics)
• Advanced facilitation and presentation skills
• Experience in delivering services via online support including self-serve portals, chat and videos
• Bilingual (English/French) is preferred
• Ability to be part of and develop a strong team work environment that promotes individual and team success is essential. 
• Experience in Call, Contact or Service Centre preferred
• Excellent communication, presentation and interpersonal skills.
• Exceptional people engagement skills and a superior ability to develop talent
• Ability to build rapport and work effectively with all levels of management
• Excellent leadership and developmental skills
• Strong customer service focus.
• High energy level required.

Other Information: 

• Occasional travel may be required 
• Reliability status security clearance granted by CIISD, PWGSC; the security clearance application will be facilitated via the Brookfield GRS–GS Company Security Officer (CSO)

BGRS values diversity in the workplace and is an equal opportunity employer. We are committed to providing an inclusive and accessible environment. We thank all candidates who apply, however, only those selected for a personal interview will be contacted. If you require accommodation, please let us know. We will work with you to meet your needs.