POSITION SUMMARY:
The Training Coordinator is responsible for the design, development, implementation, coordination and facilitation of a comprehensive training and development program in support of the ASP Operational Support (OSR) Service Delivery team operating at Toronto Pearson International Airport. This includes training arrangements with external service providers, coordination of all logistical and administrative tasks needed to ensure internal and external classroom, CBT and OJT training programs run smoothly. This position is also responsible for the assessment/evaluation of training program effectiveness and the management and maintenance of the OSR Employee Training Records/Database.
It is expected that the Training Coordinator will foster the collaborative and enthusiastic attitude that drives success at ASP. The Training Coordinator will contribute ideas to the development of training programs that promote operational and customer service excellence as well as technical skills development within the OSR organization. This position will be a champion for and foster a continuous learning environment and will be an integral part in working with employees with respect to their training and development goals.
The OSR Service Delivery team is a 24/7 operation consisting of Director, Operations Manager, Shift Managers, Zone Supervisors and Operational Support Representatives (OSR's) who support the Terminal passenger processing operation, including passenger flow, queue management and access control into the various processing areas within the Terminals at Toronto Pearson International Airport while providing exemplary customer/passenger services.
Duties:
- Map out training plans, design and develop training programs (outsourced or in-house);
- Map out training initial and recurrent training requirements/schedules for each individual employee;
- In conjunction with the OSR Leadership team conduct OSR team wide needs assessment (for both new and existing employees) to identify contractual/mandatory training requirements as well as job related competencies/skills and identify any skills or knowledge gaps that need to be addressed and develop a training plan to address requirements and/or identified (knowledge/skill) gaps;
- Partner with internal stakeholders and subject matter experts to identify training priorities and determine curriculum design, course content and delivery methodology (classroom, CBT, OJT) as well as in-house or external vendor sourced training;
- Leveraging training expertise and knowledge/understanding of the OSR operating environment, design, develop and/or organize and source training programs to address training needs;
- Research and arrange for external training suppliers as required includes identification of detailed training requirements/expectations, cost comparisons and delivery timelines;
- Develop and prepare training/educational aids/materials such as manuals, guidance information, handbooks, etc.;
- Handle logistics for training activities including venues, materials and equipment;
- Develop and maintain an OSR Training Calendar and maintain an updated Training curriculum data base and coordinate the scheduling of all training sessions with Managers and Supervisors and external training vendors;
- Communicate/inform training participants/employees of training schedules/appointments and opportunities to and provide the necessary information relative to location, date/time, pre-reading/work material;
- Facilitate, conduct and/or coordinate the delivery of initial and recurrent training for all OSR employees through established delivery methods including classroom training, e-learning and on-the-job training and coaching;
- Provide train-the-trainer sessions for OSR leadership team and support, coach and guide them in the delivery of employee training sessions;
- Develop, implement and track the delivery of Daily/Weekly OJT modules using mobile devices to provide in-field training to front-line staff;
- Establish training and development performance metrics and design and apply assessment tools to evaluate training deliverables against objectives and to measure training effectiveness and ensure continuous improvement;
- Assess training program and instructional effectiveness to determine the impact of training on employee performance and how it affects KPI's;
- Perform quality assurance inspections of training sessions as well as actual operations;
- Maintain the OSR training data base which tracks, reports and records all training sessions and individual employee training schedules, records and reports;
- Participate in the design/development of the OSR CBT Learning Management system modules;
- Procure in-house training materials, supplies, tools and equipment as needed;
POSITION REQUIREMENTS
Education and Experience
- Post-Secondary Certificate, Diploma or Degree in an HR, Training/Educational field or equivalent combination of training, education and work related experience;
- Experienced in team facilitation, instruction or training;
- Experienced in training concepts, policies and practices, normally acquired through formal academic training and/or relevant years of experience in a training capacity
Qualifications
All applicants for this position must be:
- 21 years of age or older
- A Canadian Citizen or Landed Immigrant
- Have a clear Criminal Record
- Physically capable of performing all duties as set out in Job/Position Description
- Able to obtain and maintain a valid Transportation Security Clearance and Toronto Pearson Airport Restricted Area Identity Card (RAIC)
- Potential of after-hours support evening and weekend work will occasionally be required
Skills, Abilities and Personal Suitability
- The training area is one of constant change, therefore this position must be able to react positively to these developments and help lead the way forward to incorporate new/changing requirements in training targeted to both new recruits and existing employees;
- Requires knowledge of learning management systems and web delivery tools and adult instructional and learning theory and principles;
- Strong computer skills including proficiency in MS office applications, Excel and PowerPoint;
- Technically adept/proficient in the operation of media equipment such as projectors, DVD players and personal computers used to create and present visual training aids;
- Strong communication (oral/written), presentation and facilitation skills;
- Strong planning, organizing, time management problem solving and decision making skills;
- Ability to complete full training cycle (assess needs, plan, develop, coordinate, monitor and evaluate);
- Able to compile, assess and analyze information and determine required training solutions and to design and develop training programs using a variety of methods including e-learning
- Strong interpersonal, relationship management skills, customer service and conflict resolution skills;
- Demonstrated focus on delivering results through the successful delivery and implementation of training programs and initiatives;
- Ability to manage relationships with third party Training providers, including procurement process, service level agreements and vendor management;
- Excellent team facilitator/lead and team player with ability to motivate, coach/mentor, engage and train employees at all levels;
- Highly organized, innovative, resourceful, results driven, detail oriented with a strong desire to be part of a new start-up customer-centric team in a fast-paced, agile environment;
- Adaptable/flexible with the ability to work under constraints/pressure and quickly respond to changing/fluctuating priorities through-out the day;
- Demonstrates a high level of honesty and integrity and exhibits a professional, positive and courteous manner at all times
ASSETS
- Certification such as ASTD (American Society for Training and Development)
- Based on equal qualifications, preference may be given to bilingual (English/French) candidate
- Airport/Terminal Operations and/or Customer Service experience is highly desirable
- Possession of a valid Transportation Security Clearance and an Airport Restricted Area Identity Card (RAIC) is an asset
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