Director, Training, Workforce Planning and Continuous Improvement
Category: Leadership and Management Roles
Main location: Canada, Quebec, Montre9al
Position ID:J0826-1163
Employment Type: Full Time
Position Description:
Director, Training
CGI - Payroll Services Centre (PSC) offers all in one cloud based solutions that simplify Payroll and Human Capital Management. We are proud of our privileged relationships with clients, and their satisfaction rate is very high.
Every day, our associates help thousands of clients pay their employees across different industries. In this role, you will contribute to the success of local businesses within a dynamic team of more than 700 professionals serving over 70,000 clients!
We are looking for a reliable and motivated individual. Are you ready to play a key role?
We are ready for you:
. Work environment recognized as one of the best in Canada (Great Place to Work certified)
. Employee Assistance Program, health and wellness programs, comprehensive insurance coverage, and financial assistance for job related studies
. Career development supported by a professional development plan
. Access to our Share Purchase Plan and Profit Participation Plan as of your first day with us
. Benefits that fit your needs: flexible insurance plan, telemedicine, and more!
Functions and Responsibilities
The Director, Training is responsible for the overall performance of training activities and is accountable for the performance of the department. They define the direction of the Training function in alignment with organizational priorities and objectives and ensure that activities, resources, processes, and technologies are aligned to effectively address knowledge and skills development needs.
They provide engaging leadership that fosters associate engagement, talent development, innovation, and the achievement of collective goals. They ensure the continuous evolution of training strategies, programs, and practices so that they remain relevant and adapted to organizational needs.
They contribute to the development and implementation of the organizations strategic direction and act as the primary leader accountable for the Training function. They collaborate with various stakeholders to anticipate needs, establish priorities, and support the evolution of required skills.
On a typical day, you will perform the following responsibilities:
Operations Management
. Define the vision and direction of the Training function in alignment with organizational objectives
. Establish priorities and ensure training activities address identified business needs
. Be accountable for achieving the departments objectives and performance indicators
. Ensure the efficiency of processes, technologies, and work organization
. Ensure optimal capacity management based on needs and priorities
. Establish the mechanisms required to monitor and continuously improve the performance of the Training function
. Oversee the evolution and consistency of training programs, content, methods, and practices
. Lead transformation initiatives and the implementation of new training processes, tools, technologies, or approaches
. Promote automation and the optimal use of digital tools and artificial intelligence
. Ensure the Training function adequately supports changes to processes, applications, and ways of working
. Be accountable for compliance with applicable policies, procedures, and requirements
. Foster alignment and collaboration among teams and various stakeholders.
Quality and Skills Development
. Define the direction required to ensure the quality, relevance, and effectiveness of training activities
. Ensure mechanisms are in place to identify, analyze, and prioritize training needs
. Ensure training programs contribute to the development of required knowledge and skills
. Establish mechanisms to measure the effectiveness and results of training activities
. Analyze trends, results, and feedback and make recommendations
. Oversee the implementation and maintenance of quality standards for training activities and content
. Promote a culture of learning, continuous development, and knowledge sharing
. Identify opportunities for innovation and improvement in training methods and practices
. Collaborate with key stakeholders to ensure alignment between business needs and training priorities.
Associate Management
. Lead, coach, and develop the managers under their responsibility
. Be accountable for succession planning
. Oversee performance management by establishing organizational objectives
. Foster a culture of collaboration, excellence, learning, and accountability
. Be accountable for achieving associate retention and satisfaction targets
. Support managers in managing performance and complex situations
. Promote organizational health and associate well being
. Ensure communications are delivered to the appropriate teams in a consistent and structured manner
. Participate in recruitment and talent development strategies.
Financial Management
. Demonstrate a thorough understanding of the financial aspects of their area of responsibility
. Manage operational budgets while ensuring the efficient use of human, financial, and technological resources
. Assess resource needs and required investments based on the priorities and objectives of the Training function.
Position Requirements
. Bachelors degree in Business Administration, Human Resources, Training, Education, or a related field, or any other relevant combination of education and experience
. Significant experience in training, skills development, or a related field
. Relevant experience in a management role with responsibility for teams and managers
. Experience developing and implementing training and skills development strategies or programs
. Ability to define, monitor, and analyze performance indicators
. Strong planning and priority management skills
. Results oriented, with a strong focus on continuous improvement
. Strong analytical and synthesis skills
. Demonstrated ability to work effectively with executives and various stakeholders, manage expectations, and translate business needs into viable solutions
. Ability to standardize processes, improve quality, and enhance operational efficiency
. Ability to provide strategic leadership and support transformation and change
. Personal competencies: leadership, executive level communication, collaboration, negotiation, complex problem solving, change management, sound judgment, and the ability to operate effectively in an environment with multiple competing priorities
. Excellent proficiency in both French and English, written and spoken
. Advanced proficiency in the Microsoft Office suite
. Demonstrate openness to emerging technologies, particularly artificial intelligence, and act as a change ambassador by promoting their adoption across teams.
The Director, Training, Workforce Planning and Continuous Improvement provides leadership across three strategic functions that are essential to Operations performance: skills development, workforce management and planning, and the optimization and continuous improvement of operational processes.
As a strategic partner to Operations, the Director develops an integrated view of performance by connecting volume forecasts, capacity requirements, skills development strategies and continuous improvement initiatives. The Director ensures these levers are aligned with organizational priorities and objectives to effectively support the current and future needs of Operations.
The Director sets the direction for the functions under their responsibility and is accountable for their overall performance. They ensure that activities, resources, processes and technologies are aligned and evolve in response to operational needs.
The Director leads the teams responsible for Training, Workforce Planning and Continuous Improvement and works closely with Operations, Human Resources, Finance, Technology, Quality and Customer Experience to ensure the consistent and integrated execution of organizational priorities.
Role Mission
Create the conditions that enable Operations to have the right resources, with the right skills, at the right time, supported by simple, effective and continuously evolving processes.
The role brings together three complementary levers - people, capacity and processes - to simultaneously improve operational performance, employee experience, customer experience and the financial efficiency of the contact centre.
Your future duties and responsibilities:
Leadership and Strategy
• Define the integrated vision and strategy for Training, Workforce Management and Continuous Improvement.
• Lead, engage and develop the managers and professionals under their responsibility.
• Establish priorities, objectives and performance indicators for the various teams.
• Develop a roadmap to align operational capacity with business objectives.
• Act as a strategic partner to senior management and Operations leaders.
• Foster a culture focused on performance, collaboration, innovation and continuous improvement.
Training and Skills Development
• Define the training and skills development strategy for associates.
• Oversee onboarding and training programs for new associates.
• Ensure the ongoing development and evolution of continuous learning programs.
• Identify current and future skills requirements in collaboration with Operations.
• Optimize training methods to accelerate proficiency and associate autonomy.
• Develop mechanisms to measure training effectiveness and its impact on operational performance.
• Ensure training content evolves in line with changes to products, processes, technologies and customer needs.
• Collaborate with Quality teams and Operations managers to identify key coaching and development opportunities.
Workforce Planning and Management - WFM
• Define the short-, medium- and long-term workforce planning strategy.
• Oversee volume forecasting, capacity planning, scheduling and real-time management activities.
• Translate contact volume forecasts into staffing requirements and capacity plans.
• Identify hiring and training requirements based on forecasts and growth objectives.
• Develop capacity scenarios to anticipate volume fluctuations and peak periods.
• Optimize schedules to balance service levels, costs and experience.
• Oversee intraday management and intervention mechanisms when significant variances occur.
• Collaborate with Finance and Operations to ensure alignment between budgets, forecasts and workforce requirements.
Process Optimization and Continuous Improvement
• Define and implement the Operations continuous improvement strategy.
• Identify and prioritize processes with the greatest improvement opportunities.
• Analyze end-to-end processes to identify inefficiencies, delays, duplication and non-value-added activities.
• Simplify and standardize operational processes.
• Apply structured methodologies such as Lean, Six Sigma, Kaizen, DMAIC and process mapping.
• Conduct root cause analyses to develop sustainable solutions to operational issues.
• Establish mechanisms to measure the benefits and return on investment of initiatives.
• Ensure that implemented improvements are sustained over time.
Transformation, Automation and Innovation
• Identify opportunities to automate and digitally transform Operations.
• Collaborate with Technology teams to evaluate and deploy solutions that improve productivity and customer experience.
• Identify opportunities to leverage artificial intelligence, advanced analytics, self-service capabilities and agent-assist technologies.
• Assess the impact of new technologies on processes, required skills and workforce needs.
• Ensure technology investments generate measurable operational benefits.
Integration of the Three Functions
A key responsibility of the role is to ensure the integrated management of capacity, skills and processes.
The Director is expected to:
• Use WFM forecasts to anticipate hiring and training requirements.
• Integrate training activities into capacity plans to protect service levels.
• Use quality and performance results to identify development needs.
• Identify recurring issues that require process improvement rather than a training intervention.
• Measure the impact of process changes on workforce and skills requirements.
• Incorporate productivity gains resulting from improvements and automation into capacity models.
• Develop a consolidated view that enables Operations to make data-driven decisions.
Performance Management and Governance
• Develop dashboards to monitor the performance of the three functions.
• Establish regular governance with Operations and key stakeholders.
• Identify operational risks and recommend appropriate actions.
• Present trends, issues, scenarios and recommendations to senior management.
• Track the benefits generated by improvement and transformation initiatives.
Required qualifications to be successful in this role:
Key Competencies
• Strategic leadership and the ability to mobilize multiple specialized teams.
• Strong understanding of Operations.
• Expertise in workforce management, capacity planning and forecasting.
• Experience in training and skills development.
• Expertise in continuous improvement and process optimization.
• Strong analytical capabilities and the ability to make data-driven decisions.
• Ability to connect workforce, skills, processes, technology, costs and customer experience.
• Strong change management and organizational transformation capabilities.
• Ability to influence partners and leaders across different functions.
• Excellent communication and executive presentation skills.
• Strong results orientation and focus on value creation.
Qualifications and Experience
• University degree in business administration, operations management, human resources or a related field.
• Significant management experience in a call centre or contact centre environment.
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