Learning Specialist

Closing date: 13th November

Brief Description:   

The Learning Specialist role will focus in several critical areas: 

• Designing and creating content (Facilitator Guides, Participant Workbooks, Job Aids, Exercises, Coaching Guides, blended learning solutions, and e-learning modules)
• Designing and creating knowledge resources that are effective for front line staff utilization. This position provides consultation through the assessment, evaluation, and development of both existing and new training programs and materials
• Facilitating training sessions (in classroom and virtually) from on-boarding to continued development to refresher training and pull-through of training concepts into practical everyday work. This position provides consultation through the assessment, evaluation, and development of both existing and new training programs and materials as well as creating client facing training curricula and schedules.

This position focus can change between these key areas to support the needs of the business and specific areas of expertise and time allocation will vary. The role is responsible for the development and delivery of learning experience across the assigned area of responsibility as well as providing consultation through the assessment, evaluation, and development of both existing and new training programs and materials. The role will also be called upon to deliver internal business unit training materials to help ensure all teams/programs have consistent foundational learnings and are operating from similar ‘Ways of Working’ principles.
 

Specific job duties:

• On-boarding employees and contingent workers to ensure they have the knowledge, skills and abilities to meet customer expectations and enterprise goals. 
• Develop and deliver standardized system and process training via classroom/virtual methods. This may include travel to other UBC sites and/or to client hosted locations. 
• Consult with program participants and management to evaluate impact of training programs. Review quality and performance records to determine opportunities for review and retraining needs that may be associate specific.
• Respond to specific training requests by leadership team or quality in a timely manner.
• Develop, maintain and update training program and materials to reflect updated systems or processes.
• Provide feedback and conduct periodic retraining where quality or performance issues are noted or when system or process changes require training. 
• Deliver customized program training via classroom or other methods.
• Administer practical exercises to evaluate trainee’s comprehension. Ensure training objectives and goals are related to business objectives or client needs.
• Responsible for ensuring all training records are documented and maintained
• Maintains overall training documentation records including creation, revisions, reviews and archival.
• Researching, authoring, publishing, and maintenance of Process and other related documents in compliance with established content standards using various authoring tools (KMS, MS Word, Dreamweaver, Flare, etc.).
• Works closely with various departments and related groups, Business Owners and SMEs to document procedures and related content, including the translation of business needs into user instructions and reference content. 
• Provides support on a variety of projects including systemic improvements/enhancements to existing documentation flow and storage including contributing to training related SOP revisions. 
• Collaborates and cross-trains with Learning team to leverage organizational efficiency 
• Build and maintain effective partnerships with internal clients through needs assessments and discussions to proactively identify issues that impact training needs from both a competency and knowledge base.
• Build and maintain effective partnerships with external clients through proactively identifying issues that impact performance and agent competency and quickly partnering to revise/retrain as needed.
• Build and facilitate  content – Facilitator Guides, Participant Workbooks, Worksheets, Job Aids, Exercises, Coaching Guides, blended learning modules, and e-learning modules to meet Program Specific Procedures, Compliance, Standard Operating Procedures, knowledge, and adherence.
• Work collaboratively with internal clients and IT on system builds and other data points to assess needs, UAT test, coordinate, design, and develop interactive learning solutions through a variety of mediums in support of the overall strategy and goals of the business.
• Learning interactions will focus on competencies such as presentation, negotiation, communication, conflict resolution, and procedural knowledge. 
• Play a key role across the business unit in deploying and supporting strategic initiatives and enhancements from a learning perspective.
• Use clear communication and cross-functional process management skills to ensure timely delivery of effective training programs and sessions that add value in supporting the goals and initiatives of the business.
• Support or participate in projects determined in conjunction with business partners, Directors and/or Managers.
• Maintain awareness of new developments in training and instructional design and recommend modifications in our curriculum and practices.
• Solves complex problems; takes a new perspective using existing solutions. Represents the organization in providing solutions to difficult technical issues associated with specific projects.
• Develop and maintain expert knowledge of critical tools and learning requirements

• Ability to travel as needed
• Actively participates in in-person and virtual meetings/events (internal and external)

Relevant Systems and Tools: 

• Adult Learning: ADDIE and SAM Methodologies, Technical design, Needs Analysis Skills, Objective Building, Test Creation 

• Instructional Development: Storyline, Articulate, Captivate, Photoshop – Graphical manipulation, Video Production, SharePoint/Web Development, PowerPoint, WebEx , Process Mapping/Visio, Technical Writing
• Knowledge Management: Search Appliance/ Metadata, HTML/CSS, Web Development, Process Mapping/Visio, Technical Writing
• LMS Administration: eQMS, SumTotal, Survey Monkey, Excel pivot tables and charts, Analytical analysis to tie evaluation data to business production

Supervisory Responsibility:  

No supervisory responsibility is required although team leadership and influencing without authority as well as strong project management skills are critical to the role.

Desired Skills and Qualifications:

• Bachelor’s degree in business, training or related field or equivalent work experience 
• 3-5 years relevant experience or Master’s degree; operations or business environment experience
• Certification in facilitation, adult learning, project management experience preferred
• Ability to motivate employees, provide thought leadership and forward thinking 
• Demonstrated ability to meet multiple deadlines and manage heavy workload 
• Strong organizational skills, detail oriented and ability to multi-task 
• Strong focus on Patient & Client Satisfaction 
• Strong prioritization skills, able to handle multiple projects at once
• Excellent presentation, facilitation and communication (verbal and written) skills
• Proficient knowledge of Microsoft package, particularly on Word, Excel and PowerPoint 
• Proven ability to develop supporting documentation
• Understanding of adult learning principles and techniques 
• Excellent internal and external customer service skills
• Experience with e-learning authoring tools, HTML expert, knowledge management tools preferred
• Experience in conducting needs analysis and operations application functionality preferred
• Ability to identify customized strategies and tactics for success in training delivery 
• Able to problem solve and think analytically