Requisition ID: Join a purpose driven winning team, committed to results, in an inclusive and high:performing culture. Purpose of Job: The Manager of Learning Engagement and Development will be responsible for collaboratively working with Scotia iTRADE Contact Centre Managers, frontline SME, Onboarding and other staff to identify, develop, deliver and maintain engaging content to provide the knowledge necessary to the Contact Centre (CC) staff, increase learner retention and improve performance in the Contact Centres. The incumbent will need to ensure the learning programs are customized and relevant to meeting the rapidly evolving knowledge management needs of our different service and solutions teams, enabling best outcomes through consistent customer segment:based conversations. They will work proactively and continuously identify learning, performance, behavioural and knowledge gaps to provide tailored learning solutions to support the strategic goals of the business. The Manager will engage in performance consulting with business stakeholders and lead the design of innovative solutions that incorporate the end:to:end learning cycle (assessment, design, evaluation, and sustainment) ensuring measurement against key business and performance metrics. The incumbent will support the development of a comprehensive learninig, operational and process improvement plan that will drive employee performance and engagement in the key areas of focus. Major Accountabilities: : Bring Knowledge Content Development and Delivery Best Practice to Contact Centre Learning Programs: Develop curriculum and course content for online, instructor led (by the incumbent and SME's) and blended training for various stages of a CC role (e.g. onboarding training, experience agent training). This includes content objectives, agenda's, scripting, knowledge checks and certification questions. Gather requirements by consulting with internal subject matter experts to help develop, review, and refine learning content. Apply instructional design and adult learning principles to produce informative, yet highly engaging content and real:world practice. Develop detailed, comprehensive learning material using various mediums: study guides, exercise booklets, interactive modules, screencasts, tutorials, video courses, etc. Maintain training materials to ensure learning content is up to date and relevant with industry as and organizational changes. Stay well:informed of current trends/innovations in technology, education, and e:learning. : Demonstrate strong leadership to motivate and sustain individual and team performance: Execute with a high degree of quality and agility. Foster and develop a strong, positive team environment, collaboration, driving employee empowerment, innovation, and a high degree of engagement. Exhibit an ability to listen, coach communicate and support team goals. Capture frontline insights on requirements that will enable staff to successfully evolve to becoming effective Agents. Work with management team to steward the development of career pathing approaches : Act as a Relationship Manager and Learning and Knowledge Consultant for the CC Maintain a strong level of knowledge and understanding of the businesses short and long:term objectives/goals and align learning and performance solutions to meet/exceed these needs. Manage any ongoing vendor management, negotiations, relationships, delivery, and sustainment. Attend regular team meetings and provide regular status updates on activities, identifying any issues or challenges to ensure programs are delivered within established timelines and budgets. Liaise with Subject Matter Experts (SMEs) throughout the design and development process for content validation, establishing trust relationships with cross functional partner and SMEs with a man