Process Improvement & Training Manager

Job Overview

The Operational Excellence team is seeking an experienced Process Improvement & Training Manager to design, improve, document, and enable business processes that support consistent and effective ways of working.

This role combines business process management, process improvement, process mapping, workshop facilitation, and process-specific training. The Manager will partner with process owners, business leaders, project teams, subject matter experts, and operational stakeholders to understand current and future-state processes, identify improvement opportunities, and translate processes into practical documentation, tools, and role-based training.

The successful candidate will be skilled at simplifying complex processes, facilitating cross-functional collaboration, and presenting process designs, recommendations, and training approaches to both working teams and senior leaders.

Key Responsibilities

Process Design & Improvement

• Lead the discovery, design, documentation, and continuous improvement of end-to-end business processes.
• Develop current-state and future-state process maps, workflows, procedures, roles, and supporting documentation.
• Facilitate cross-functional process discovery, mapping, design, and improvement workshops.
• Identify process gaps, inefficiencies, dependencies, and opportunities for standardization and improvement.
• Establish and support process management practices, including ownership, documentation standards, review cycles, and continuous improvement.

Training & Enablement

• Develop role-based training and enablement solutions for new or improved business processes.
• Translate process maps, procedures, systems, roles, and responsibilities into practical learning experiences.
• Develop and deliver training materials, including facilitator guides, job aids, process guides, reference materials, and participant resources.
• Partner with process owners and subject matter experts to ensure training reflects approved processes.
• Assess training effectiveness and update learning materials as processes evolve.
• Partner with Talent & Culture on potential LMS implementation, including requirement definition and training deployment.

Facilitation 

• Design process training using adult learning principles, translating complex processes into clear, practical, and engaging learning experiences.
• Facilitate process training through interactive and hands-on methods, using real-world scenarios, examples, and exercises to reinforce understanding and application.
• Assess learning effectiveness and continuously improve/update training materials and delivery approaches to support process competency, adoption, and consistent execution.

The Requirements

• Bachelor’s degree in Business Administration, Organizational Development, Industrial Engineering, Operations Management, or a related field, or equivalent experience.
• BPM, Business Process Improvement, Process Management, CBPP, or equivalent certification is preferred.
• Prosci Change Management certification or relevant training/instructional design certification is an asset.
• 8–10 years of progressive experience in Business Process Management, Process Improvement, Operational Excellence, Business Transformation, or related disciplines.
• Strong experience designing, mapping, analyzing, documenting, and improving complex end-to-end business processes.
• Proven experience facilitating cross-functional process discovery, design, mapping, and improvement workshops.
• Demonstrated experience translating business processes into role-specific training and practical learning solutions.
• Experience developing and delivering process-specific training, job aids, procedures, and reference materials.
• Strong stakeholder engagement and presentation experience, including working with senior leaders.
• Experience working in large, complex, multi-stakeholder environments.
• Experience in major infrastructure, transportation, rail, engineering, construction, or large capital programs is considered an asset.
• Consulting experience, including Big Four or similar environments is considered an asset.
• Bilingual (French and English), spoken and written (an asset)

Key Skills & Competencies

• Business process management, process mapping, and continuous improvement
• Current-state and future-state process design
• Workshop facilitation and stakeholder alignment
• Adult learning and process-specific training development
• Ability to simplify complex processes into practical, user-friendly guidance
• Strong presentation, communication, and stakeholder management skills
• Ability to connect processes, roles, responsibilities, systems, controls, and employee capability