Operations Training Program Manager

Role Overview

• Strategically identify and launch learning programs that meet the business needs through completing needs analysis, determining program strategy, and identify and collaborate with resources to develop programs.
• Develop, implement, and manage an effective user forum to build open communications to, from, and among our users.
• Manage day-to-day tasks and associated milestones within programs.
• Assess and monitor training programs for continuous improvement opportunities and providing continuous support to business/learners with the greatest ROI.
• Maintain programs in line with content management standards.
• Deliver instructor-led sessions, both live and virtual components of programs you manage and additional facilitation as necessary.
• Partner with the business and instructional design teams to create learner centered programs that utilize a blended approach with emerging technology and support the business strategic objectives and cultural needs.
• Utilize all levels of evaluation and regularly seek customer feedback to assess learning effectiveness and customer satisfaction. Develop targets and metrics to measure the success of training programs and partner with Learning Metrics and Analytics team(s) to share results with Operations and facilitate ongoing improvements in key goals.
• Develop strong customer relationships by responding to all customer requests and serve as the primary point of contact for program activities, status and problem resolution.

Requirements

• HS Diploma or GED equivalent.
• Ability to obtain insurance licensing within 6 months of start date.
• 3+ years of experience in Financial Services.
• Proficiency with Field Reporting, Microsoft PowerPoint, Excel, Word, and Power BI.
• Deep understanding of branch business practices and ability to apply insights to training outcomes.
• Ability to travel up to 25% including multiple overnights on occasion.
• Preferred: Demonstrated project management expertise, including the ability to plan, organize, and execute multiple initiatives simultaneously while ensuring timely delivery, stakeholder alignment, and adherence to quality standards.
• Proven and sustained ability to achieve key Originations and Servicing targets, including rate of secured offer acceptance (Secured Rate) and Delinquency Target Attainment (DTA).
• Proven ability to plan and manage multiple priorities concurrently with strong results/goal orientation.
• Adaptable to changing priorities.
• Ability to operate in a team environment as well as independently to complete work assignments using solid time management skills.
• Strong research skills with eye for quality and attention to detail while keeping strategy and broader objectives at forefront.
• Ability to influence without direct authority.
• Excellent communication skills, both oral and written, as well as excellent listening skills; ability to communicate and interact with all levels of the organization including senior management.
• Ability to adapt well to fast-paced environments with changing circumstances, direction, and strategy.

Benefits

• Health and wellbeing options including medical, prescription, dental, vision, hearing, accident, hospital indemnity, and life insurances
• Up to 4% matching 401(k)
• Employee Stock Purchase Plan (10% share discount)
• Tuition reimbursement
• Paid time off (15 days’ vacation per year, prorated based on start date)
• Paid sick leave as determined by state or local ordinance (prorated based on start date)
• 11 Paid holidays (4 floating holidays, prorated based on start date)
• Paid volunteer time (3 days per year, prorated based on start date)