Manager, CSD Training and Employee Development

Metrolinx is connecting communities across the Greater Golden Horseshoe. Metrolinx operates GO Transit and UP Express, as well as the PRESTO fare payment system. We are also building new and improved rapid transit, including GO Expansion, Light Rail Transit routes, and major expansions to Toronto’s subway system, to get people where they need to go, better, faster and easier. Metrolinx is an agency of the Government of Ontario.
At Metrolinx, equity, diversity and inclusion are essential to living our values of serving with passion, thinking forward and playing as a team.
Reporting to the Director, CTO Customer Enablement, leads the development, implementation, and continuous improvement of the CTO Learning and Performance Strategy, overseeing the design and delivery of training programs that advance the skills and competencies of GO/UP frontline staff, ensure compliance with applicable regulatory, legislative, and operational requirements, and align with Metrolinx's strategic objectives, policies, and standards to achieve desired operational and business outcomes.
What will I be doing?

• 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;

• Establishes a training delivery strategy to centralize training in the core team to support project delivery and operations

• 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.

What Skills and Qualifications Do I Need?

• Completion of a degree/diploma in Business Administration, Education, Learning Design, Human Resources or a related discipline – or a combination of education, training and experience deemed equivalent
• Minimum 8 (eight) year’s progressive experience in managing the development and delivery of training programs/projects, planning learning and training strategies, training program/course/curriculum development and design; experience in rail/transportation environment is an asset. A minimum of 4 years’ experience directing teams / working groups of facilitators/trainers is an asset.
• Certification in Adult Learning i.e. CTDP is an asset

• 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;

• Superior interpersonal and presentation skills to communicate / propose strategic directions / training initiatives;
• Results-driven, with superior critical thinking and problem-solving capabilities, to enable strategic decisions that will position CSD as a leader in customer service training and development aligned with the needs of the organization;

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

• Strong relationship management, collaboration and influencing/negotiating skills to work effectively and in collaboration with a variety of internal and external partners, stakeholders, management, project teams and staff to advance safety-related strategic objectives and training initiatives;

• 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;

• Strong planning, organizational and project management leadership skills to lead planning, issues management and communications related to training initiatives; to provide leadership to internal and external resources on projects/initiatives in order to meet project milestones/timelines and budget parameters; ability to work on multiple projects and meet deadlines without compromising quality;
• Strong skills related to learning, creativity, initiative and adaptability when faced with ambiguity;

• 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.

Don’t Meet Every Requirement? If you’re excited about working with Metrolinx but your past experience doesn’t quite align with every qualification of this posting, we encourage you to apply. You just might be the right candidate for this or other roles. We are always looking for great talent to join our team.
We invite all interested individuals to apply and encourage applications from members of equity-deserving communities, including those who identify as Indigenous, Black, racialized, women, people with disabilities, and people with diverse gender identities, expressions and sexual orientations.
Accommodation:
Metrolinx is an equal opportunity employer and committed to a diverse and inclusive workforce. We are also committed to offering reasonable accommodation to job applicants in accordance with applicable legislation. If you require assistance or an accommodation at any point during the hiring process, please contact us at: 416-202-5601 or email [email protected].
Application Process:All applicants must be legally entitled to work in Canada. Metrolinx will be using email to communicate with you for all job competitions. It is your responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time-sensitive correspondence, we recommend that you check your email regularly. If no response is received, we will assume you are no longer interested in pursuing the opportunity. Please be advised that a Criminal Record Check may be required of the successful candidate.
For Internal applicants, with the recent implementation of the Internal Mobility Policy, the internal recruitment process has changed for non-union roles. Candidates must be in their current role for 12 months prior to applying for another role and each applicant must be in good standing (not participating in a Performance Improvement Plan). Please review all provisions of the policy before submitting your application.
Should it be determined that any background information provided is misleading, inaccurate or incorrect, Metrolinx reserves the right to discontinue with the consideration of your application.
We thank all applicants for their interest, however, only those selected for further consideration will be contacted.
WE ARE AN EQUITABLE AND INCLUSIVE EMPLOYER.