Manager, Training
Posted In: Customer Care
Our Residential Operations group has a very busy year ahead with the delivery of numerous projects. The newly created role of Manager, Training will be a key member of the Customer Care Team, based at our Corporate Head Office in North York. Reporting to the Senior Director, Customer Experience, the Manager, Training will be responsible for the delivery of training for all Customer Care Teams in accordance with brand standards through the use of adult education principles. The role is also responsible for documenting processes and standardizing customer communications.
Responsibilities
- Working in collaboration with Customer Care Managers and Team Leads, accomplish defined objectives by assessing requirements, creating and implementing training plans, overseeing progress and resolving obstacles as they emerge.
- Spearhead process oversight and detect deficiencies, documenting existing procedures with the goal of introducing training to enhance efficiency
- Develop innovative learning resources by conducting needs assessments with the goal of implementing effective, engaging training for new hires and continued education for existing Team members.
- Build trust through strong facilitation and presentation skills to engage the audience.
- Oversees the management of training curriculum.
- Partner with external resources to determine suitable training.
- Cultivate strong partnerships cross-functionally across numerous functions including Construction, Start-up, Property Management, Sales and Décor with the goal of enhancing Customer Care standards
- Research in the area of Customer Service by keeping current with industry trends and market conditions.
Qualifications
- An undergraduate degree in Arts, Business Administration or Education
- At least 5 years of progressive experience in a similar role with a proven ability to design, develop and execute engaging blended learning programs
- Experience in the residential construction industry is highly desirable
- Working knowledge of Tarion and the Ontario New Home Warranties Plan Act is an asset
- A flexible, upbeat and energetic attitude – a self-starter who can quickly build strong partnerships
- Capable of taking initiative and making recommendations
- Superior planning, coordination and prioritization skills
- Excellent communication skills – both written and oral
- High degree of proficiency with technology
- Ability to contribute in a fast-paced, deadline-driven team atmosphere
Apply
We offer a competitive compensation package and the opportunity to work with an industry leader!
To apply, please forward your resume to employment@menkes.com and in the subject line please include the name of the position and quote Ref #3028.
We thank all applicants for considering Menkes Developments Ltd. as an Employer of Choice, however only those individuals selected for an interview will be contacted.