Process Lead, Canadian Government

at  SIRVA

Role Overview
As a Process Lead, Canadian Government, you will contribute to Sirva’s success by being Subject Matter Expert (SME) and provide support and guidance to team members on policy and process. Following the L&D on-boarding, for a period of 4-6 months, work with the new hires in the Contact Centre teams to provide the on-the-job training for policies, business procedures and processes, technical knowledge as well as the soft skills required to ensure a high level of quality service to Transferees and/or Members. In addition, provide support for all employees on a yearly basis following the annual refresher training. This role is not responsible for the design and development of training material. All requests for new or supplementary training should be made to the Learning and Development team. This role will work closely with Team Leaders. Additional remedial training required for an individual in excess of the norm is escalated to the Team Leader who assumes responsibility for the performance management of the agent.

What You’ll Be Doing

• Provide remedial and refresher policy and process training of existing material to new hires after completion of the L&D on-boarding program for a period of 4-6 months
• Acts as the Subject Matter Expert on the policy and processes to provide additional support and remedial training
• Provide continual coaching to new hires to ensure they fully understand how to apply processes and policies learned in new hire training;
• Follow up after training with people managers/staff to ensure application of learnings;
• Deliver remedial policy and procedural training as required and ensure that mandatory training requirements are met;
• Assist Team Leaders and Managers in identifying individual and team training needs;
• Advise Team Leaders of any performance related concerns; performance management remains the responsibility of the Team Leader/Manager.
• Assist the Team Leaders in developing general supplementary process instructions, checklists and visual aids for their teams.
• Conduct cross training and certification as required;
• Support workers who have questions or need additional assistance in understanding their job responsibilities;
• Review and recommend modifications to current procedures, tools, processes and training material when necessary to ensure effectiveness and efficiency while maintaining quality of service to all internal and external clients. Collaborate with L&D on all changes to training material.
• In partnership with the People Manager, collaborates with L&D to discuss any segments of training which are unclear or require further clarification. Discusses soft skill training requirements for L&D’s design and delivery
• During non-training or non-production periods, the OJT Coach may be called upon to perform in other capacities such as completing duties typically associated with their designated team or assisting Team Leaders with required Quality Assurance checks;
• Perform other duties as requested/required in a changing work environment

What You Bring to Sirva

• Experience with 1:1 coaching and teaching. Previous experience as a coach, tutor, teaching assistant is preferred
• Minimum of one (1) year of experience in the administration of a relevant role in the Ottawa Contact Centre, with a thorough understanding of the appropriate Relocation Directive, client and company policies and requirements;
• Fully Bilingual in English and French is a definite asset;
• Professional, articulate, self-starter with the ability to work in a self-directed team (no supervision) in a fast-paced environment;
• Strong interpersonal, verbal and written communication skills with the ability to motivate and inspire others;
• Strong customer service background, analytical and detail oriented with effective time management skills;
• Organized: Ensure deadlines are met; handle multiple projects simultaneously; work effectively under demanding and emergent conditions;
• Flexible with work hours when required;
• Proficient in a Windows environment, i.e. Word, Excel, Publisher, Internet, Email, Power Point and various software programs.
• You foster belonging and encourage authenticity. You are inclusive, value diversity, and recognize that these behaviors empower and inspire positive action and promote innovation

Other Information

• Must obtain and retain Reliability Status security clearance granted by CIISD, which will be facilitated via the Sirva Company Security Officer (CSO)

What Sirva Offers

• Competitive salary and incentive plans
• Workplace flexibility for a balanced work/life approach
• Comprehensive benefits packages and wellness program
• Generous company-paid vacation days and holiday time
• Challenging, collaborative, diverse corporate culture
• Ongoing opportunities for learning and career development

SIRVA Worldwide Relocation and Moving is a global leader in moving and relocation services, offering solutions for mobility programs to companies of every size. With 75 owned locations and more than 1,000 franchised and agent locations in 177 countries, we offer unmatched global breadth supported by localized attention and innovative technology that strikes the right balance of self service and human support. From relocation and household goods to commercial moving and storage, our portfolio of Brands (SIRVA, Team Relocations, Allied, northAmerican, & SMARTBOX) provides the only integrated moving/relocation solution in the industry. By leveraging our global network, we deliver a superior experience that only a “one-stop shop” can provide. We’re a team that works globally to provide the best service locally — a company that is everything you need, everywhere you need it. For more information please visit www.sirva.com.
SIRVA brings together strong, collaborative people in a dynamic culture of mutual respect, support, and passion for the brand and product. We believe innovation drives winning performance, and we constantly challenge ourselves to be the very best we can in every aspect of our business. You will be surrounded by some of the brightest and most driven people in the industry. At SIRVA, you will be in great company!
At SIRVA, we’re committed to cultivating a workplace that reflects the diversity of the global organizations that we serve. We recognize that building an inclusive, engaged company culture results in empowered employees that reflect a wide range of approaches and perspectives. Those perspectives lead to new ideas. New ideas lead to innovation and excellence. Our approach to diversity, equality and inclusion is driven by a commitment to these values and a belief that diversity makes our company stronger.
SIRVA is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, military status, genetic information or any other consideration made unlawful by applicable federal, state, or local laws. SIRVA also prohibits harassment of applicants and employees based on any of these protected categories.
If you need a reasonable accommodation because of a disability of any part of the employment process, please send an email to Human Resources at HRSIRVA@SIRVA.com and let us know the nature of your request and your contact information

• Provide remedial and refresher policy and process training of existing material to new hires after completion of the L&D on-boarding program for a period of 4-6 months
• Acts as the Subject Matter Expert on the policy and processes to provide additional support and remedial training
• Provide continual coaching to new hires to ensure they fully understand how to apply processes and policies learned in new hire training;
• Follow up after training with people managers/staff to ensure application of learnings;
• Deliver remedial policy and procedural training as required and ensure that mandatory training requirements are met;
• Assist Team Leaders and Managers in identifying individual and team training needs;
• Advise Team Leaders of any performance related concerns; performance management remains the responsibility of the Team Leader/Manager.
• Assist the Team Leaders in developing general supplementary process instructions, checklists and visual aids for their teams.
• Conduct cross training and certification as required;
• Support workers who have questions or need additional assistance in understanding their job responsibilities;
• Review and recommend modifications to current procedures, tools, processes and training material when necessary to ensure effectiveness and efficiency while maintaining quality of service to all internal and external clients. Collaborate with L&D on all changes to training material.
• In partnership with the People Manager, collaborates with L&D to discuss any segments of training which are unclear or require further clarification. Discusses soft skill training requirements for L&D’s design and delivery
• During non-training or non-production periods, the OJT Coach may be called upon to perform in other capacities such as completing duties typically associated with their designated team or assisting Team Leaders with required Quality Assurance checks;
• Perform other duties as requested/required in a changing work environmen