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Added 4 mins ago
G
Client Solutions Manager
Gallagher
Calgary, AB
- Temporary
We are seeking a highly motivated Commercial Lines Account Manager with a minimum of 3 years of experience and demonstrated expertise in Construction and Contractor risks to support a…
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K
Senior Manager, Turnaround & Restructuring
KPMG
Vancouver, BC
- Full-time
We are seeking a strong professional at the Senior Manager or Manager level to join our Vancouver team.
Added 4 mins ago
W
Pharmacy Assistant Central Fill
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- Full-time
The Pharmacy Assistant assists the Pharmacist in the technical aspects of prescription filling and administrative duties in order to increase the Pharmacist's opportunity to provide patient…
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GG
Strategic A&E Consultant Manager – Canada
Gallagher Group
Canada
- Full-time
…entrepreneurial in spirit, complex, challenging, and ever changing. With operations in the USA, Canada, New Zealand, Australia, Asia, Africa, the UK and Europe and exports to over 140…
Added 4 mins ago
Recruiter
Speer Technologies Inc
Toronto, ON
Full-Cycle Recruitment: Manage recruitment across engineering, design, product, sales, operations, and other business functions, from sourcing through offer acceptance.
Added 18 mins ago
C
Manager, AI Platforms (Permanent)
CoreFactor
Toronto, ON
- Full-time
CoreFactor is searching for a Manager, AI Platforms on a permanent/full-time basis for a client in the GTA.
Added 18 mins ago
CW
Senior Process Engineer
Canadian Water Technologies Ltd.
Calgary, AB
- Full-time
As a Senior Process Engineer, you will be reporting to the Operations Manager and will support projects that span multiple disciplines within our organization in order to deliver high…
Added 18 mins ago
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Senior Manager, Asset Management & Engineering
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- Full-time
Reporting to the General Manager, Midstream, the Senior Manager leads Facility Engineering, Operations Engineering, Maintenance and Asset Performance. The role translates Product Line…
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Global Mining Practice Business Development Leader
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- Full-time
…permitting and feasibility through detailed design, construction, operations, water and mine waste management, and closure and reclamation. You’ll connect clients with integrated technical,…
Added 18 mins ago
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- Full-time
…design and ship AI co-workers that integrate into enterprise operations and deliver measurable results for our clients. We're all in on AWS, combining deep UX capability with senior…
Added 18 mins ago
LV
ASSISTANT MANAGER-EN
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Stratford, QC
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Added 18 mins ago
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Service Technician
Canadian Water Technologies Ltd.
Vancouver, BC
- $30 to $35 CAD / hour
- Full-time
As a Service Technician, you will report to the Director of Operations. You will support installation, commissioning, optimization, and service of high-purity process water treatment…
Added 18 mins ago
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Customs - Customer Service Associate
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Woodstock, ON
- Full-time
Assist Logistics Supervisor or Logistics Manager in areas of quality control for driver administration, compiling location reports and dispatching such as weekly payroll, timecards, log…
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- Full-time
As a CBRE PM Engineering Ops Manager, you will assist with the management of the team responsible providing technical and operational support to the account staff.
Added 18 mins ago
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Associate Director, Software Engineering
Toronto Pearson International Airport
Toronto, ON
- Full-time
…Management, Technology Delivery, Architecture, Cybersecurity, Operations and Data teams, you will develop engineering leaders and build high-performing teams that deliver maintainable,…
Added 18 mins ago
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Assistant Production Manager – Food Manufacturing
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AB · Edmonton, AB
- Full-time
Aplin has partnered with an established and growing food manufacturing company in Edmonton to recruit an Assistant Production Manager for its afternoon shift operations.
Added 18 mins ago
IF
Director - Governance & Client Account Management
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- Full-time
…close collaboration with the Business Development Relationship Manager, the AMS team, IT Departments; the Business Solutions and Planning team and C-Suite individuals to ensure the delivery…
Added 19 mins ago
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(CAN) Self Checkout Attendant
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- Contract
…interventions in a friendly, reassuring way and escalate cash or technical issues to the Customer Service…
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…interventions in a friendly, reassuring way and escalate cash or technical issues to the Customer Service…
Added 19 mins ago
(CAN) Pharmacy Assistant- Part Time
Walmart Canada
Toronto, ON
Position Summary...The Pharmacy Assistant assists the Pharmacist in the technical aspects of prescription filling and administrative duties in order to increase the Pharmacist's opportunity…
Added 19 mins ago
T
Manager, Growth Engineering
TransAlta
Calgary, AB
- Full-time
We’re looking for a Manager, Growth Engineering to join our Growth team on a full-time basis. Reporting to the Director, Development, you will establish and lead an integrated Growth…
Added 19 mins ago
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Software Engineer 2 - Kubernetes Backend and Platform Engineering
Nutanix
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- $103,000 to $155,000 CAD / year
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As an Engineer on the NKP AI Platform team, you will be a key technical leader responsible for architecting, building, and scaling the infrastructure that allows enterprises to train,…
Added 19 mins ago
WC
Pharmacy Assistant Central Fill
Walmart Canada
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- Full-time
Position Summary...The Pharmacy Assistant assists the Pharmacist in the technical aspects of prescription filling and administrative duties in order to increase the Pharmacist's opportunity…
Added 19 mins ago
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Technicien.ne comptable & administratif·ve │ Accounting & Administrative Technician
Evvo
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- Full-time
- Remote
…comptable au quotidien (payables, recevables, paie) et des opérations de notre bureau de Montréal. Si tu es rigoureux·se, organisé·e et aussi à l'aise avec les chiffres qu'avec les gens et…
Added 19 mins ago
Co-op/Intern Student - Automation Specialist (January 2027)
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City of Toronto

CONSULTANT TRAINING & DEVELOPMENT

Toronto, ON, M5V 3C6, Canada

Job ID: 67787 Job Category: Education & Training Division & Section: Customer Experience, Information Management Work Location: Metro Hall, 55 John St, Toronto, M5V 3C6 (Hybrid Work in accordance with the City of Toronto’s Remote Work Policy) Job Type & Duration: Full-Time, Permanent Salary Range: $89,337.00 - $132,880.00 Shift Information: Monday to Friday, 35 hours per week Affiliation: Non-Union Number of Positions Open: 1 Posting Period: 29-Oct-2026 to 12-Nov-2026

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Job details

Pay: Job ID: 67787 Job Category: Education & Training Division & Section: Customer Experience, Information Management Work Location: Metro Hall, 55 John St, Toronto, M5V 3C6 (Hybrid Work in accordance with the City of Toronto’s Remote Work Policy) Job Type & Duration: Full-Time, Permanent Salary Range: $89,337.00 - $132,880.00 Shift Information: Monday to Friday, 35 hours per week Affiliation: Non-Union Number of Positions Open: 1 Posting Period: 29-Oct-2026 to 12-Nov-2026
Apply by: Nov 13, 2026
Working hours: 35 hours per week
Posting language: English
Posted: Oct 29, 2026

Original job description

Job ID: 67787
Job Category: Education & Training
Division & Section: Customer Experience, Information Management
Work Location: Metro Hall, 55 John St, Toronto, M5V 3C6 (Hybrid Work in accordance with the City of Toronto’s Remote Work Policy)
Job Type & Duration: Full-Time, Permanent
Salary Range: $89,337.00 - $132,880.00
Shift Information: Monday to Friday, 35 hours per week
Affiliation: Non-Union
Number of Positions Open: 1
Posting Period: 29-Oct-2026 to 12-Nov-2026

Job Summary:

The Customer Experience Division (CXD) leads enterprise-wide initiatives to improve how residents and businesses interact with the City. Focused on enhancing service excellence, the Division supports cross-corporate collaboration, innovation, and accountability through data-driven insights, experience design, and customer-first strategies.

The CX Channel Operations, Information Management Team provides support to its frontline staff. They are responsible for managing the 311 Knowledge Base, divisional directories and the planning of the 311 training programs.

Reporting to the Manager 311 Quality & Performance, the Consultant Training & Development will design, develop, coordinate, implement, and deliver in-person and online professional development training programs on new digital processes, tools and technologies to enhance customer service. They will conduct needs assessments, execute training, evaluate outcomes and staff performance and support organizational performance and continuous improvement. They will play an important role in empowering our frontline team with the tools, resources, and expertise they need to deliver exceptional service.

Major Responsibilities:

Training & Development

Develops and delivers training that supports quality client service, advanced professional development, and administrative compliance of various programs and services in accordance with Provincial directives and divisional mandates.
Designs and delivers training for managers and frontline staff that includes systems and controls, legislative and mandatory requirements and provincial compliance standards.
Provides on-site training and support for new technologies, business impacts, legislation, health & safety, etc.
Utilizes a variety of training methodologies, techniques, concepts, learning tools and practices to ensure maximum effectiveness of training programs, catering to all learning styles.
Creates divisional, district or local learning content for a variety of delivery methods including instructor-led classroom training, eLearning, multimedia programs, virtual training and other computer-aided instructional technologies.
Becomes involved in the design and development of eLearning content/curriculum for specific learning programs related to training deliverables, where relevant.
Supports divisional initiatives and provides subject matter expertise pertaining to learning aids, presentation methods, communication and adult learning principles.
Develops and implements plans for complex training projects, ensures contingencies, identifies problems and takes action.
Implements detailed plans and recommends policies/procedures regarding program specific requirements.
Ensures all training provided to divisional staff is documented in the City's online learning inventory, ELI; ensures divisional training is also captured for all staff in ELI.
Develops and conducts training evaluations and related activities, e.g. focus groups, surveys, questionnaires and analyzes data to improve staff's knowledge, skill acquisition, and technical training; measures staff learning and increase in knowledge from the training and reviews behavioural change and performance improvement after applying skills/training.
Develops and implements a learning plan for staff returning to work after an extended absence or complying with a grievance settlement when a training component is identified; supports the training process by delivering training in a group setting or on a one-on-one basis for staff requiring accommodation.

Leadership & Performance Management

Supervises, motivates and trains assigned staff, ensuring effective teamwork, high standards of work quality and organizational performance, continuous learning and encourages innovation in others.
Models leadership behaviours in the workplace and in the classroom and influences staff to demonstrate corporate values, climate and tone; creates and maintains a positive and professional learning environment.
Sets the standard and expectations through example in conduct, work ethic, integrity and character.
Sets expectations for performance and supports staff's development efforts.
Supports the division in improving job performance through training solutions and to mentor frontline supervisors to support them in coaching their staff.
Works collaboratively in consultation with local office management teams to assess staff performance, manage performance concerns and ascertain appropriate action response to ensure service objectives are met.
Works proactively with the management team to assess and identify root cause of performance issues and to resolve performance gaps and ascertain if training is an appropriate action/response.
Consults with managers and supervisors to identify required and actual performance, completes needs assessments in co-operation with managers and staff to ensure that gaps in knowledge and skills are addressed and sets targets and identifies outcomes.
Monitors and evaluates staff performance in the workplace and in the classroom during the suitability and the probationary periods and provides detailed feedback to local office/unit manager to ensure successful outcomes; recommends disciplinary and/or corrective actions when necessary.
Provides leadership by coordinating and facilitating management level strategic planning meetings for committees and workgroups; meets with management to develop structure and process to ensure meeting objectives are met.
Supports the Manager in creating and implementing a multi-year staff training plan for all divisional staff positions and identification of skills gaps.
Supports organizational development with various staff development programs to identify organizational performance gaps and to develop a strategic response that supports the individual and the organization.

Collaboration & Stakeholder Engagement

Identifies training and development needs within the organization through consultation and collaboration with internal and external resources.
Coordinates with Corporate People & Equity regarding training relating to Occupational Health & Safety and Organizational Development and Learning.
Consults and works with provincial and divisional subject matter experts to create training curricula and tailored course plans to address the technical training needs of divisional staff; provides subject matter expertise and feedback to provincial partners regarding course content.
Works collaboratively on strategic business areas to support implementation of divisional initiatives and addresses matters pertaining to training and knowledge management.
Represents the division at public meetings of industry stakeholders, community groups, social agencies and business organizations.

Research & Analysis

Conducts research into assigned area ensuring that such research takes into account developments within the field, corporate policies and practices, legislation and initiatives by other levels of government.
Undertakes research and analysis on issues related to workplace training and leading training practices in the division.
Delivers training in response to the outcomes of analysis and evaluation of divisional statistics, policies/procedures, quality assurance and performance measurements.
Compiles information prepares statistical reports and other confidential material.
Stays abreast of new and developing adult education/training methods and practices as well as new legislation and revised policies and procedures.
Develops and maintains contact with other organization development professionals and is familiar with current theory and practice in the field.

Administration & Resource Compliance

Carries out the maintenance of training records for the division's staff and provides the Manager with regular updates.
Provides input into and administers assigned budget, ensuring that expenditures are controlled and maintained within approved budget limitations.
Monitors vendor performance to ensure training services are carried out in accordance with the specified terms and conditions and authorizes payment to vendors within delegated signing authority.

Key Qualifications

1. Post-secondary degree or diploma in adult learning, training, eLearning and/or digital media creation or an equivalent combination of education and/or experience.
2. Considerable experience in a customer service/call centre environment designing, delivering, and implementing in-person and online adult training courses and programs on new digital processes, tools and technologies.
3. Considerable experience coordinating and scheduling large-scale, enterprise-wide or cross-divisional training programs or initiatives including change initiatives.
4. Experience leading and supervising training and development initiatives in a customer service/call centre environment that support organizational improvement and change including coaching, mentoring, training, and day-to-day support.
5. Experience working effectively within a unionized environment is an asset.
6. Strong ability to foster teamwork, support change, and align staff with divisional goals and priorities.
7. Ability to use advanced Microsoft Office applications and other software with strong visual communication, editing, presentation and design skills. eLearning development tools such as Articulate Storyline, Captivate, graphic (e.g., Photoshop), audio and video editing tools (e.g., Adobe Audition, Adobe Premiere Pro, Adobe Media Encoder) to create and develop training would be an asset.
8. Ability to manage change management initiatives. This includes working directly with leaders and stakeholders on multiple projects to advocate and encourage change management outcomes.

Note To Current City of Toronto Employees

City of Toronto employees are eligible to apply for the posted job opportunity, but cannot hold two different jobs. To be considered for this job posting, you must indicate that you are a "Current City of Toronto employee" on the on-line application form, and provide your "Employee Number".

Equity, Diversity and Inclusion

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.

Accommodation

The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request. Learn more about the City’s Hiring Policies and Accommodation Process.

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More about this job

Responsibilities

The Consultant Training & Development will design, implement, and deliver professional development programs for frontline staff to enhance customer service and digital proficiency. They will also supervise assigned staff, conduct performance needs assessments, and collaborate with management to support organizational improvement initiatives.

Requirements

Candidates must possess a post-secondary degree or diploma in adult learning, training, or a related field, along with significant experience in a customer service or call center environment. Proficiency in e-learning development tools and experience in large-scale training coordination are also required.

Skills

Training design
Adult learning principles
Curriculum development
E-learning
Instructional design
Performance management
Needs assessment
Change management
Customer service
Project management
Data analysis
Leadership
Mentoring
Multimedia production
Technical training
Stakeholder engagement

Visa sponsorship

Not detected in the job text

Keywords

Adult learning
E-learning
Articulate Storyline
Captivate
Photoshop
Adobe Audition
Adobe Premiere Pro
Adobe Media Encoder
Customer experience
311 Knowledge Base
Change management
Needs assessment
Performance management
Instructional design
Multimedia
Professional development
Training evaluation
Curriculum development
Stakeholder engagement
Data-driven insights
Digital processes
Occupational Health & Safety
Organizational development
Project management
Mentoring
Coaching
Strategic planning
Quality assurance
Budget administration
Compliance

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