Learning & Development Specialist

Aviso:

At Aviso, we are dedicated to improving the financial well-being of Canadians. As a leading wealth management organization, we are committed to leadership, innovation, partnership, responsibility, and community. Working with talented and energetic professionals who exemplify our values every day, you will quickly notice that our people and dynamic ‘oneaviso’ culture sets us apart. If you are looking for interesting and challenging work, at a company committed to its people, find out more about what Aviso has to offer at www.aviso.ca.

The Opportunity:

We’re looking for a Learning & Development Specialist to join our Customer Service Experience Training team.

Reporting to the Director, Knowledge, Quality & CSE, the Learning & Development Specialist will be responsible for the facilitation of our training programs, as well as the planning, design, curation, and development of new training initiatives to support the delivery of Aviso’s frontline and leader capability development to meet organizational strategies, departmental KPIs, and Quality Assurance requirements.

Who you are:

• Service – You consider both internal and external stakeholders and demonstrate intent of understanding and putting the clients’ needs first. You advocate service excellence and work to deliver solutions that meet the needs. You proactively develop strategic partnerships that allow Aviso Wealth to become a trusted advisor and partner
• Execution – You are committed to achieving your goals and to succeed. This includes focusing on “getting things done”, as well as recognizing and taking advantage of opportunities as they arise. You are consistently looking for ways to improve your personal best and see value in continuous improvement. You take accountability for your actions and learn from mistakes
• Collaboration – You work collaboratively with others with the common goal of driving positive results. Making meaningful contributions to your team to achieve organizational goals is a priority. You proactively encourage collaboration, build trust and inclusion, and work to establish effective relationships both inside and outside of the organization

What your day looks like:

• Be a brand advocate and role model to champion a culture of learning and high performance
• Deliver and lead learning activities and training programs for timely, quality, consistent deployment, including new hire orientation training on the Aviso brand and experience, lines of businesses, and other training initiatives
• Assist or lead in the design, development, curation, and evaluation of training programs for different levels of expertise, including the creation of learning assets like interactive workbooks, games, videos, simulations, etc., and facilitator’s guides, job aids, etc.
• Partner and consult with stakeholders of different levels and departments, subject matter experts (SMEs), and colleagues to identify training needs, align training priorities, create annual training plans, skills matrixes, and identify assessment, evaluation, and successful performance outcomes/KPIs and data insights
• Conducts continual assessment of programs, track and report training activities based on program evaluations, collecting statistics and analyzing results to identify challenges and recommend improvements to continuously evolve effectiveness and quality of learning programs and their delivery
• Establish communication, change, and project management plans for learning pilots and programs
• Partner with the Director, Knowledge & Quality, and the Customer Service Experience Training, Knowledge & Quality teams to provide input into planning & strategy, departmental policies, and procedures
• Other duties as requested

Your experience and skills:

• You have 3+ years of experience, in a similar role in a world-class customer service environment; experience in Financial Services is a plus
• You are certified or are working towards a Certified Training and Development Professional (CTDP) / Certified Professional in Training & Development (CPTD), or an Adult Education certification/accreditation or an equivalent post-secondary education - this is preferred
• You’re excellent at listening, making people feel heard and valued
• You’re believer in servant leadership; an eternal student of service and learning
• You are ready to dive right in and enjoy the challenge of managing and delivering multiple learning projects and programs with the flexibility to adapt to changing business needs while managing stakeholders and outcomes
• You get excited that you will be part of a team shaping a workplace culture that emphasizes continuous learning and employee development
• You’ve got a knack for designing and facilitating blended learning solutions that include delivering in-person and virtual training programs to all levels of the organization or developing an eLearning course
• You’ve got that drive to work in a fast-paced organization
• You’re highly collaborative, team-oriented, self-directed, with a project-oriented delivery mindset, and have a high level of resourcefulness and initiative in dealing with daily assumptions or working in ambiguous situations
• You have excellent written and verbal communication, presentation, and interpersonal skills with the ability to build strong relationships across a variety of levels
• You’re not afraid to ask others for help when needed
• You have a strong work ethic who leads by example - you work hard, play hard and expect nothing less from those around them
• You’re not territorial or worried about looking good but would rather everyone look good together 
• Fluent communication skills in English are required; bilingualism in French is an asset

Proficiency in using:

• Authoring tools (Articulate, Captivate, etc.)
• Learning Management Systems
• Office 365
• Content/video editing tools (Vyond, Adobe Creative Cloud, Photoshop, etc.)
• Video conferencing platforms (MS Teams, Zoom, etc.)