New Posting - Greater Toronto Airports Authority

Specialist, Customer and Terminal Services Training
Greater Toronto Airports Authority  

 - Toronto, ON
Full-time, Permanent

Reporting to the Manager, Training, this position is responsible for designing, developing, and delivering training, awareness and certification programs for Customer and Terminal Services. Job Description Key Accountabilities:  Design, develop, deliver and evaluate training programs for Customer and Terminal Services Collaborates with stakeholders to develop, deliver and evaluate job-specific training programs for new and existing Customer and Terminal Services staff Assist in preparation for and responding to information requests relative to external audits Participate in local working groups and develop training and awareness standards/templates Coach, guide, and prepare specialized training teams for course facilitation and delivery Review and update training and awareness programs on an ongoing basis to ensure compliance with GTAA protocols and procedures as well as national and international legislation Recommends alternatives/solutions for training programs to upgrade/improve business performance and/or resolve compliance issues Evaluate training programs and courses by planning, preparing and implementing evaluation instruments to determine the effectiveness of training programs and procedures Audit contracted and internal personnel for compliance with GTAA training standards and procedures Maintain general and job specific training materials and records for Customer and Terminal Services Coordinate and schedule training programs Maintain computer based training systems Assists in the administration of the LMS Partners with external consultants to deliver learning solutions Other duties as assigned Job Requirements Qualifications  Post-secondary diploma or degree, with a preference for a specialization in training or education or equivalent combination of education and experience Diploma or Certificate in Adult Education is an asset Minimum three (3) years’ experience design and development of training Minimum three (3) years’ experience facilitating in-class training Minimum three (3) years’ experience performing training needs analysis Minimum two (2) years’ experience administering and/or maintaining a Learning Management System Minimum two (2) years’ experience coordinating and scheduling training Experience working with vendors will be considered an asset Experience in Airport operations is considered an asset Must hold a valid Ontario Provincial Driver’s License Must be able to obtain and retain a Transportation Security Clearance Knowledge, Skills and Abilities:  Must have knowledge of and be able to apply the concepts of adult education, instructional design techniques and curriculum development, including needs analysis, development, delivery and evaluation of training programs in order to manage a training project from needs analysis to delivery and evaluation Must be able to design and develop training using a variety of methods Must be able to develop and conduct train-the-trainer courses for other GTAA and airport community trainers Strong knowledge and application of proven project management techniques Must have the ability to compile, assess and analyze information and determine the required training solutions Effective relationship building skills with a proactive approach to delivering high quality customer service and working productively with others Must possess excellent customer service, conflict resolution, and oral and written communication skills Must have exceptional computer (Microsoft Office – Word, PowerPoint, Excel, Project; Adobe Captivate) and writing skills required to facilitate preparation of reports, procedures, training plans, directives, training records and other documents Knowledge of: the physical layout of the airport, airport operations including Terminal/Airside Operations, Air Carrier activities, tenant and passenger activities is an asset For further information, or to apply, please click here