Learning Director

US-MI-Detroit
Requisition ID
2017-29903
Employee Type
Full Time-Regular
Category
Customer Experience / Customer Service

Overview

In this role, you will be responsible for building, implementing and maintaining a comprehensive learning platform to help drive a customer-focused and experience-driven learning culture across GM Financial International Operations (GMF IO). Equip, Enable and Empower employees by delivering a full range of Training Curricula and Assets including Service Excellence, Job Skills, Regulatory/Compliance, and Leadership/Professional skills. In partnership with Human Resources, Operations leaders and Customer Experience peers, ensures access to the necessary training, resources and tools to develop employees capable of delivering a consistent, market-differentiating experience. The role will also develop and administer recognition strategies across IO designed to reinforce and sustain our culture of learning and customer-centricity.

Responsibilities

  1. Manage a team of local and remote content developers, trainers, LMS administrators or equivalent resources.
  2. Hire, on-board and train team within 90 – 120 days.
  3. Architect and align a comprehensive learning strategy and incorporate ADDIE processes into Learning Methodology/Standards.
  4. Design, deliver, and administer a comprehensive set of curricula and programs (Service Excellence, Job Skills, Regulatory/Compliance and Leadership/Professional) for all key IO areas and roles (Branch Operations, Global Functions).
  5. Serve as member of the Talent Management Steering Committee (President and EVPs):
    1. Central process to effectively validate, prioritize and implement training solutions for IO locations, leaders and employees.
    2. Share best practices and drive minimum standards and alignment for Regional/Decentralized F & I/Dealer training teams.
    3. Ensure expertise and knowledge from working practices is transferred to the wider business and IO leaders.
  6. Connect with the HR team to guarantee consistent alignment, understanding, and measurement of programs.
  7. Serve as a key leader to implement, deliver and drive a Customer-Centric Culture (Service Excellence Program) across GMF IO.
  8. Build and implement a Sustainability and Reinforcement Strategy (Employee Recognition and Empowerment programs relative to our Core Value (Behaviors), Strategic Priorities (Achievement/Results) and Service Excellence (Customer-centric culture)). These Programs will have a positive impact on established success metrics (Employee Engagement Surveys).
  9. Define and implement best practices to evaluate training/program effectiveness up to and including business impact and ROI. Evaluate the effectiveness of activities in relation to strategic priorities and business goals based on project charter agreements.
  10. Communicate Service Excellence, Learning programs/initiatives, Reinforcement Programs progress and impact through scorecards and Business Review reports and documents.
  11. Connect with the Customer Experience team to guarantee consistent alignment, understanding, and measurement of all CX concepts.
  12. Identify and implement synergies with GMF US and GM.
  13. Maintain strict confidentiality of all information
  14. Travel will be required.

Qualifications

Education level:

  • Bachelor’s degree (minimum)
  • Master’s degree (desired)

Experience level:

  • Proven experience of leading training departments
  • Proven experience of leading customer experience projects
  • Proven business change project management experience

Certifications or special training required:

Experience and exposure to ADDIE, ISD, Adult Learning Principles, Learning Styles such as:

  • Training Delivery/Facilitation
    • Classroom
    • Webinar/vILT
  • Training Needs Assessment
    • Performance consulting
    • Root cause analysis
    • Gap analysis
    • Focus groups/contextual interviews
    • Five whys
    • Cultural probes
  • Evaluation and measurement
    • Kirkpatrick evaluation model (Level 1 – 4)
    • ROI
  • LMS Administration

Desired Skills and Knowledge

  • Experience in the Financial Services industry and operational related positions.
  • Proven experience managing, leading, mentoring and coordinating multifunctional, multicultural, and/or multi-located teams or individuals.
  • Experience and exposure to work with different countries is required.
  • Demonstrated success in team leadership and/or project management.
  • Outstanding oral, written and presentation skills; ability to communicate to individuals and groups effortlessly, including consultative, influencing, conflict management and negotiation skills.
  • Outstanding organizational skills, ability to create and maintain work relationships. Demonstrated interpersonal skills in order to effectively communicate with direct repots, project teams and stakeholders.
  • Strong analytic and problem solving skill set
  • Strong change agent and change management skill set
  • Strong training and mentoring capabilities
  • Strong Time Management skills
  • Proven exposure to Strategy development methodologies (theory and execution).

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