ROLE SUMMARY
The Learning Services Director is strategic leader responsible for planning, organizing, leading, and supervising the training department at both a strategic and operational level. This role is accountable for creating and sustaining an effective, high-performing learning organization that treats professional development as a critical business lever.
The incumbent deploys TELUS Digital global learning strategies across designated regions and multiple global geographic locations, standardizes all learning processes, ensures compliance, and champions the sharing of best practices and success stories across sites worldwide. Operating across diverse international markets, this role requires the ability to navigate varying cultural, regulatory, and operational landscapes while maintaining consistency in learning standards and outcomes. As an innovation leader and strategic thinker, this individual drives continuous improvement, elevates the learning function's impact on business outcomes, and serves as a confident representative of Learning Services with clients and executive stakeholders across global regions.
FUNCTIONAL RESPONSIBILITIES
Strategic Leadership & Program Management
- Develops and executes a go-to-market strategy for upsell on training material development, continuing education curriculum, and a module-based training library for operations.
- Acts as a strategic thinker who translates business goals into actionable learning roadmaps aligned with TELUS Digital global initiatives.
- Leads standardization projects across all sites and establishes control methods to ensure process compliance, maximizing customer experience.
- Manages program management activities including project planning, resource allocation, risk mitigation, and outcome tracking for all Learning Services initiatives.
- Works with the Global Director of Training in implementing TELUS International training initiatives across the region.
- Efficiently runs the department to reduce overall training costs while sustaining quality outcomes.
Innovation & Continuous Improvement
- Champions innovation in learning design and delivery by identifying, piloting, and scaling new systems, tools, and methodologies.
- Continuously evaluates and enhances training effectiveness to support operational goals and adapt to evolving business needs.
- Analyzes performance issues and identifies potential training solutions, applying business process improvement frameworks (e.g., Six Sigma, COPC, ISO).
- Develops a needs assessment and instructional design process with appropriate delivery methods and post-training evaluations.
Stakeholder Engagement & Client Presence
- Serves as a confident and polished presenter, comfortable speaking in front of clients, executives, and large audiences on behalf of Learning Services.
- Provides executive-level summaries on Learning Services initiatives, outcomes, and risks; escalates key issues to the Global Director as needed.
- Partners with Operations, Talent Acquisition, and Workforce teams to align training strategies and establish a consistent delivery rhythm that produces high-quality agent profiles.
- Ensures effective information flow from Learning Services to Operations and all key stakeholders.
- Works closely with management to ensure that policies, programs, and processes are developed, implemented, communicated, and consistently administered in compliance with organizational objectives and relevant laws/regulations.
People Leadership & Team Development
- Coaches, mentors, and manages the performance of Learning Services Managers, focusing on work ethics, productivity, KPIs, and career progression.
- Develops individual development plans, performance improvement strategies, and career pathways to prepare team members for expanded responsibilities.
- Conducts interviews for Learning Services leadership and specialist roles; assesses applicants based on skills, competencies, and behaviors; provides structured feedback to HR-Talent Acquisition.
- Monitors team morale and engagement through regular interactions; fosters open communication by facilitating team discussions to surface needs, challenges, and improvement opportunities.
- Coaches managers on new ways to resolve performance issues using the organization's performance management tools.
- Ensures continuous training and professional development activities for all Learning Services staff.
