Are you a motivated self-starter looking to roll up your sleeves and make an impact in a fast-moving and dynamic environment? We’re building a world-class banking support center, and we’re looking for a training partner with vision, who thrives on change, works well collaboratively and independently, and has a proven record of executing multiple priorities within fluid timelines.

Our ideal candidate is curious, resourceful, and has exceptional interpersonal, written, and verbal communication skills. You’ll define training opportunities, research solutions, and present ideas to all levels throughout the organization including senior leadership.

Your ability to motivate, inspire and persuade others-along with great time management and organizational skills will help us build a culture of learning. Naturally, as a training professional, you’ll be called upon to provide balanced feedback to all levels of the organization and help design programs that assist others in building this essential skill to drive positive outcomes and results.

Primary Responsibilities:

• Facilitate and support new hire onboarding classes across multiple platforms to learners across all US sites, India and BPO vendors.
• Facilitations will occur via a hybrid onboarding process (50% of in-person, 50% virtual)
• Identify skill gaps and make recommendations to remediate with experiential activities proven to change behaviors.
• Use adult learning theory and instructional design principles to create learner centric content (using both traditional & e-learning methods), support activities, job aids, and review sessions for systems, products, client experience, and more.
• Create and revise training plans, generate reporting to evaluate efficacy of training programs and provide updates and recommendations to leadership regarding program effectiveness.
• Partner with the Learning & Development team to incorporate company-wide core competencies into client success training.
• Coach & train call center agents: (1) in accordance with Quality Assurance procedures; (2) in support of all training objectives and; (3) to promote mastery of sales & support skills.
• Partner with stakeholders to create & coordinate a nesting program to ensure successful transition into the role.
• Create engaging learning activities and compelling course content in our learning management system (LMS)
• Tracks usage of tools and the LMS features to provide reports on trends and creates and executes a plan to address those issues and trends.

WHAT WE LOOK FOR:

• 4+ years training experience with various training methods, including instructor-led & virtual-led facilitation, e-learning, on-the-job coaching of front line agents & managers, formal & informal mentorship, and instructional design of original content using multiple platforms and programs.
• 1+ years of experience in Financial Services supporting client-facing teams.
• BS degree in Education or related field, or equivalent education and experience.
• Proven history in designing, delivering, and measuring successful training programs.
• Experience with multiple learning platforms; proven ability to learn and adapt to new technologies and apply those concepts in the classroom.
• Proven record of providing a complete training cycle (assess need, identify gaps, develop plan, create & deliver content, track, monitor & evaluate results, and evaluate overall program effectiveness).

• Proficiency with learning management systems (LMS) and web delivery tools.
• Ability to travel domestically when restrictions are lifted.

New Hire Base Salary Range: $68,200 - $81,800
This role is also eligible to earn annual performance-based incentive compensation in the form of a cash bonus.