Manager, Training

A Little Bit About Us:

Certn is a growing global technology company that’s revolutionizing background screening and reinventing the way businesses build trust. We’re proud to be backed by over $114M in funding and have been named Deloitte Canada’s second-fastest-growing company on the Technology Fast 50™..

Who are Certonians?

We’re soccer players, DIY creators, spicy food lovers, karaoke superstars, wine connoisseurs, and so much more! We are a team of 300+ people currently living the dream at Certn and we’re looking for more team members to level us up. If you’re excited about working with a group that values accountability, working collaboratively across time zones, being inclusive of different perspectives, and approaching problems with compassion and empathy – we want to hear from you!

The Opportunity:

We’re looking for a Manager, Training, reporting directly to our Director of Vendor Operations. In this role, you’ll be responsible for Certn’s comprehensive technical training programs, primarily focusing on our Operations Team, including both local operational resources and BPO partners. Your role will be pivotal in driving operational excellence by developing and implementing a robust training strategy that aligns with our business objectives.

To knock this role out of the park, you will need to leverage your strategic thinking, innovative approach, and strong leadership skills to design, develop, and implement effective training programs. You’ll collaborate closely with various departments to identify training needs, assess current skill levels, and deliver timely, cross-cultural training programs that not only meet immediate operational requirements but also support long-term employee development and growth. This position requires a unique blend of personas, including strategist, educator, collaborator, and motivator, with a keen eye for detail and a passion for fostering a culture of continuous learning.

Location: While we are open to applications throughout Canada, we are specifically looking for candidates who can work EST hours to accommodate our teams across various time zones.

How you can have an impact:

Here is what our Director of Vendor Operations has to say**:** ”This is your opportunity to lead and inspire at Certn, driving excellence in training that will shape our global teams for success. If you’re passionate about empowering others, creating impactful learning programs, and staying on top of the operational pulse, we want you to bring your energy and expertise to our team. In this role, you'll have the chance to coach, develop, and elevate our people while making a direct impact on our operational performance. Take this chance to boost your career, make a difference, and be part of our exciting journey. Apply now and help us reach new heights!” - Sadakat Farhad

As our Manager, Training you can expect to:

Needs Assessment and Development Design:

• Work with business leads to identify strategic future development needs for the Operations teams (including BPO teams) and wider teams to develop plans and interventions to meet those needs.
• Collaborate with Operational Leaders, BPO leaders and subject matter experts to ensure that all development interventions and training align and meet organizational goals, objectives and cultures.
• Where appropriate conduct skills gap analysis to determine areas for improvement and customisation of training programmes
• Develop and design training programmes which align with organizational goals and objectives, ensuring outcomes that deliver high levels of competence within required timelines. Take accountability for competency success of trainees for local and BPO resources
• Create engaging training materials, including where appropriate manuals, presentations, videos, aide memoires, and other collaterals necessary to support and embed the learning.

Delivery, Facilitation and Coaching

• Deliver engaging and effective training sessions using varied delivery methods that support both live group and async interventions that accommodate different learning styles.  Sessions will enable learners to gain both skills and knowledge necessary to be fully competent and maintain high levels of competence in their roles.
• Create, support and undertake remedial coaching plans to support individuals and teams requiring improvement in their performance.

Evaluation and ROI

• Consider, develop and conduct appropriate evaluation of interventions that demonstrate effective ROI wherever possible.
• Gather leader and learner feedback to continuously improve training content, ensuring it is up to date and relevant at all times.

Leadership & Projects

• Lead and manage technical trainer/s  to include;
• Managing the employee lifecycle from onboarding, setting and monitoring performance standards and KPI’s, conducting 121’s, probation & performance and compensation reviews, absence management, discipline, conflict resolution, development and off boarding.
• Create and drive a high performance culture of trust with high levels of engagement.
• Undertake projects within the scope and scale of the role in associated activities, e.g. Support Guru, general onboarding and IT skills, apprenticeship programmes etc.

Please note that this role requires 10% travel, to support our BPO partners as needed

We're hoping you will bring:

• A solid educational background, with a degree or similar level of education
• Exceptional teaching and training skills, with the ability to deliver engaging and innovative programs using interactive media and presentations to enhance learning experiences
• Strong analytical and problem-solving abilities, ensuring effective program design and performance evaluation.
• Excellent communication skills, capable of interacting effectively and clearly with individuals at all levels within the organization.
• Proven experience in a corporate training role, leading training and development teams with a track record of delivering impactful programs that cover all aspects of the training cycle and demonstrate performance effectiveness and ROI.
• Knowledge of the BPO industry, including understanding its specific training needs and challenges.
• Expertise in training design and learning principles, with experience in managing all stages of the learning cycle.

The following will be considered an asset:

• A degree in HR, Education or a related field
• A qualification in teaching or training
• Membership with professional institutes such as CIPD, SHRM, CTI, or ACTD.
• Coaching qualifications such as CF, EMCC, or NCCP, or similar credentials.
• Experience delivering effective training programs across multi-region and multi-cultural environments.

The hiring process:

To ensure we find the best fit for this role, our recruitment process will include the following stages:-

• Stage 1: Pre-screen with Talent Acquisition (30 minutes)
• Stage 2: Panel interview with the hiring team (1 hour)
• Stage 3: Final panel interview consisting of a presentation, with the hiring team (45min)

Why choose Certn for your next career move?

At Certn, our mission is clear: we're committed to creating an exceptional workplace that meets your needs and career aspirations. To achieve this, we're continually seeking your input, exploring industry best practices, and introducing innovative initiatives and improvements in our work environment. Our aim is for each of us to finish every day with a sense of pride in being part of the Certn story!

Some of the benefits you can expect at Certn are...

• 4 weeks of paid vacation
• 12 wellness days
• Remote-friendly and supportive flexible remote arrangements
• Work-from-home allowance
• Flex allowance
• Professional development budget
• And a few more goodies!

Certn takes pride in being an advocate for equal opportunities in the workplace. Our commitment is reflected in how we’re creating a workplace that’s respectful, inclusive, and free from barriers — a place where each member of our team can achieve their full potential. We firmly believe that the strength of our company is rooted in diversity, and we encourage every individual to bring their authentic selves to work. We extend a warm welcome to all qualified candidates and hope that you'll consider Certn as your preferred employer, where you can thrive and contribute to our collective success.

If you have a disability that requires accommodation during any stage of our recruitment process, please let us know how we can best assist you.

Just so you know…the selected candidate will be required to complete a background check. This means you’ll get to see first hand what we do (and trust us, we do it REALLY well)!