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Position: Assistant Manager, Training Operations

Department: Global Training

Reports to: Manager, Training Operations

Direct Reports: None

Location: Montreal, Canada

Duration: Temporary Contract (18 months)

Job Overview

The Assistant Operations Manager is an 18-month term position aligned with the duration of the GT Modernization Project. This role is required to maintain the stability and continuity of ACI Global Training daily operations while the Operations Manager dedicates 60% of her time to supporting said project.

The Assistant Operations Manager supports the Operations Manager in coordinating the day-to-day delivery of Global Training operations. The role provides operational oversight of training activities, monitors service levels, quality, and compliance with established procedures, and helps ensure all training programs are delivered efficiently and consistently. Working closely with Global Training coordination team and cross-functional teams, the Assistant Operations Manager identifies operational risks, supports continuous improvement and operational excellence.

Key Responsibilities

Operational Coordination & Oversight

Focus on overseeing the operation and the Coordinators.

• Support the day-to-day coordination of training operations to ensure service levels, quality, and operational timelines are met.
• Provide operational oversight and guidance to Coordinators by monitoring workload, SOP compliance, and delivery readiness.
• Identify operational risks, resolve or escalate issues requiring management attention, and support business continuity during peak periods.
• Support onboarding, coaching, and knowledge sharing to promote consistent operational practices.
• Serve as the first point of contact for operational and delivery-related escalations.

Training Delivery Readiness

Focus specifically on ensuring individual training events are ready for delivery.

• Oversee the readiness of instructor-led training sessions by validating course setup, instructor assignments, LMS configuration, participant enrollment, course materials, and logistical requirements to ensure successful training delivery.
• Coordinate instructor onboarding and pre-delivery communications to ensure instructor preparedness.
• Identify risks that may affect scheduled training delivery, implement mitigation actions where appropriate, and escalate high-impact issues.

Financial & Logistics Coordination

• Monitor compliance with financial processes and timelines.
• Ensure timely completion of purchase orders (POs), invoices, revenue-share reports, and course expense entries.
• Oversee revenue invoicing and cancellations to ensure financial accuracy and compliance.

Cross-Functional Collaboration

• Coordinate with Sales, Finance, Content, and Manager, Training Delivery and Enablement to support successful training delivery.
• Communicate operational status, dependencies, and delivery risks to internal stakeholders.
• Support implementation of operational and technology initiatives.

Continuous Improvement

• Maintain operational documentation and support updates to SOPs.
• Identify opportunities to improve processes, increase automation, and enhance operational efficiency.
• Support data integrity, operational reporting, and governance initiatives.

Qualifications

Experience

• Minimum 3 years of experience in operations, training administration, learning operations, or program coordination.
• Experience supporting global instructor-led training operations.
• Experience using Learning Management Systems (LMS)
• Experience coordinating cross-functional operational activities in a fast-paced environment.

Knowledge

• Learning Management Systems (LMS)
• Microsoft 365 (Excel, Outlook, Teams, Word, PowerPoint, SharePoint)
• Training operations, logistics, and service delivery processes
• Process documentation and quality management
• Operational reporting and performance metrics
• Knowledge of AirTable is an asset

Core Competencies

• Operational planning and coordination
• Organization, prioritization and time management
• Quality assurance and attention to detail
• Problem-solving and sound judgment
• Effective communication and stakeholder management
• Collaboration and relationship building
• Coaching and knowledge sharing
• Continuous improvement mindset
• Adaptability and resilience
• Accountability and ownership

ACI World Values

The successful candidate must demonstrate and embody ACI World's values:

• Stewardship

• Member-focused

• Integrity

• Excellence

• Collaboration

• Innovation

• Inclusivity

What we offer

• A challenging and exciting position in an international and multicultural environment.

• Hybrid work environment

• 4 weeks of vacation/year.

• 5 sick days/ year.

• 5 mental wellness days/year.

• Employee cell phone (iPhone) with TELUS Health virtual care included.

• Health insurance coverage from your first day of employment.

• RRSP company matching contributions

• Opus/EXO Transit discount on monthly pass.

• Employee recognition points earned to convert into redeemable gift cards

• Very flexible employee monthly wellness account to use to achieve a greater work life balance