Learning Services Manager

The Learning Services Manager will be responsible for defining the strategy and for the overall management and leadership of the Learning Services team in Romania, supporting the personal growth and development of each team member and ensuring the internal goals for the team are successfully met, in alignment with the TELUS International Europe strategy. 

Check the full list of responsibilities below:

• Defines, organizes and optimizes all training related processes for the team members in Operational Departments in all Romanian sites
• Manages the training of new teams/new team members of all supported projects, as well as the additional training/cross-skilling programs for existing team members when new products/services/processes are introduced
• Monitors and ensures the effectiveness of all training programs delivered by the Learning Services team
• Responsible for creating and constantly updating a standard database with training materials, references, reports, etc.
• Ensures the Learning Services team operates according to the global Learning Services standards, as well as manages the introduction/implementation of global projects related to the work of the Learning Services team as a whole
• Manages, leads, motivates and develops all team members from Learning Services team
• When required, participates in the training delivery process
• Actively participates in the communication with TIR clients related to all the projects supported by the Learning Services team respectively
• Organizes regular meetings with relevant Operational leaders and CE Manager to discuss identified learning needs, current issues with training quality and effectiveness, review of learning objectives and achievement of operational goals after training completion. Also creates/agrees on specific action/development plans to improve the operational results of specific teams/team members.
• Organizes/coordinates the work on mutual projects that lead to improvement of operational results, based on knowledge/skills development.
• When required organizes/attends regular meeting with TI external customers to discuss and agree on identified learning needs, opportunities for improvement of training programs/materials/processes, requirements for additional training/cross-skilling development programs.
• When required participates in on-site visits of potential/existing clients and provides detailed information regarding the Learning Services team operation, and regarding the training processes in TIR overall.

Skills expected for the role:

• strong leadership 
• relationship building/ stakeholder management
• strategic awareness
• detail orientation
• strong customer service focus
• strong analytical skills
• coaching and growth mindset, adult learning
• problem solving and adaptability to change

Experience & qualifications required:

• 1-2 years industry experience or exposure to product training
• previous people management experience
• deep understanding of the BPO industry
• experience with coaching desirable
• good understanding of TI processes and tools desirable
• passionate about learning, development & growth
• proficient level of English language  

We offer:

• Stable job - permanent labor contracts
• Monthly meal tickets
• Public transportation and gym subscriptions reimbursement, after trial period
• Private medical insurance coverage
• Special discounts across variety of Banks, Telecoms, Gym & Fitness centers and more
• International career - regular training and international career opportunities
• Multilingual exposure - improve your spoken and written language skills
• Inspiring and fun environment - our offices have become known for their innovative, fun and pleasant design. Enjoy our relax and play areas!
• Community projects – want to make the world a better place? We run CSR (Corporate Social Responsibility) events all year long

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