Manager, CSD Training and Employee Development

Plans, develops, implements and maintains the CTO Learning and Performance Strategy and Training Roadmaps, ensuring that CTO Frontline employees have the necessary training to feel confident and competent in executing their assigned work duties;    

Plans, develops, implements and maintains a range of customer service, technical, safety and compliance training programs and initiatives identified in the training roadmap (including the CTO frontline new hire onboarding programs, project-based training, regulations compliance training, employee upskilling training, etc.) to support Station Services and Customer Care employees in the delivery of our CTO Strategy; 

To identify, analyze and assess the impact to CTO employees of process, policy, legislative and regulatory changes and new technology, through a strategic learning lens, with the goal of developing short and long-term training and development plans. Assesses learning and development needs and manages the design and development of training programs based on enterprise and individual stakeholder needs, developing targeted training plans/courses, as required

To ensure that training programs/initiatives are maintained and updated to meet current/future organizational objectives, business needs and legislative and regulatory compliance requirements;

To collect data/metrics related to required skills and capabilities on an ongoing basis to support proactive issues management and development of risk mitigation strategies related to internal business improvement.

To implement standards and manage critical paths/milestones by monitoring mechanisms for new learning initiatives (e.g. budgets, schedule, scope, quality) and regularly report to the Sr. Manager on project(s) status; 

To oversee the quality and consistency in Training programs and manage the collection, maintenance and reporting of training-related metrics; assess and monitor Training programs to identify strengths, gaps and lessons learned in order to evaluate effectiveness and alignment/efficiencies between Metrolinx training courses; make recommendations based on emerging trends, opportunities and internal business improvement;

Develop and execute change management strategies, including stakeholder assessments, communication plans, training programs, and adoption metrics to maximize business outcomes and minimize operational disruption.

Establishes relationships and works with CTO senior leadership, HR Learning Services and Change Management Centers of Excellence (GO&UP Operations, I&IT, PRESTO, etc.) as well as business partners and cross-functional teams/advisory committees to analyze performance gaps, propose solutions to close the gaps, develop and deliver effective training & development strategies in order to change employee behaviors to improve performance and achieve the CTO objectives;

Liaises with the Station Services and Customer Care management teams to gather and exchange information concerning the design, development and delivery of training programs to ensure training programs/courses meet current/future business/operational requirements and individual training needs and to identify/address gaps in training performance/results; 

Liaises and engages with CTO employees to receive feedback on initiatives and learning programs to ensure requirements/objectives are being met, to create lessons-learned and, as required, mitigation strategies/actions and to advance/promote a positive learning culture across CTO; 

Liaises and works in collaboration with stakeholders outside of CTO in the development/implementation of training programs to ensure alignment/efficiencies between Metrolinx training courses; 

Liaises with 3^rd party vendors/contactors who provide training services to CTO, ensuring contract obligations and delivery requirements are met; 

Other duties as assigned.

Knowledge of adult education, instructional and learning theories, principles and practices including curriculum/course development to manage the planning, development and delivery of strategic training initiatives/programs/initiatives;

Interpersonal, presentation and facilitation skills related to the delivery of training to develop, provide oversight and deliver training courses and related materials, as required; proven ability to adapt strategies/ materials to the learning needs of the participants in order to foster the advancement of a delivery culture across CSD; 

Verbal and written communication skills to promote a learning culture and provide advice on CSD training matters in the development of annual training plans/strategies; to present complex and/or new ideas with clarity and simplicity; to prepare/deliver reports/presentations; 

Leadership/management skills to manage and motivate staff and set high standards and clear expectations;

Solid knowledge of project management principles and practices to provide oversight to and management of new training initiatives; 

Knowledge of budgetary management techniques, methods and practices and budget development and management processes;

Analytical, problem solving and organizational skills to identify/analyze complex issues, develop mitigation strategies and manage multiple priorities/projects within a diversified/matrix model environment; 

Proficiency in MS Office (e.g. Outlook, Word, Excel, PowerPoint, etc.), L&D technology (e.g. LMS), training development tools i.e. Articulate Storyline.