• Training Manager-Customer Experience

    Job Locations US-TX-Arlington
    Requisition ID
    2018-31833
    Employee Type
    Full Time-Regular
    Category
    Customer Experience / Customer Service
  • Overview

    The Customer Experience Training Manager is responsible for leading a high performing team accountable for the development and delivery of Customer Experience training and development solutions that meet specific business needs and build high performing employees. This team member ensures the quality of Customer Experience training through effective needs analysis, course design, qualified instructors, course evaluation, training resource materials, and learning reinforcement strategies.

    Responsibilities

    JOB DUTIES

    • Lead and evaluate training staff, including performance evaluations, hiring and TL/TM rotations
    • Provide ongoing guidance and training to Instructional Designers and Training Specialists to ensure development of knowledge, skills, and abilities
    • Establish proficiency and quality standards for training staff and ensures those standards are consistent
    • Responsible for planning, evaluating and ensuring the effectiveness of all training sessions, including new hire, follow up, reinforcement, reoccurring, and leadership training
    • Develop effective customer interaction training to address opportunities obtained through Quality Assurance reporting, Compliance Monitoring results, Complaint Tracking trends, and Voice of the Customer trends
    • Develop and update templates for all training materials (job aids, simulations, leader guides, etc)
    • Research, develop, implement and maintain training and development solutions to ensure employees are trained on applicable systems, procedures, and soft skills
    • Develop and maintain processes for prioritizing learning requests
    • Partner with Leadership Development to ensure alignment with corporate learning and development objectives
    • Effectively communicate with team members and stake holders to ensure objectives, timelines and goals are being met
    • Ensure all training approaches engage participants, enhance the professional development of employees and ultimately result in increased employee performance
    • Continuously validate training solutions to ensure content is current, relevant and meets the needs of the learners and the department
    • Identify and determine training requirements by working closely with leadership and conducting needs assessments for each department
    • Participate in project meetings as needed for initiatives that will involve the development and facilitation of training
    • Support and lead change initiatives with timely and thorough training programs
    • Effectively communicate changes in company policies and procedures
    • Coordinate training meetings with the entire training staff and meet regularly with trainers one on one
    • Investigates trends, technological innovations, and applications within the training industry
    • Manage records and prepares statistical reports to evaluate performance of training activities and instructors and to monitor progress of trainees

    REPORTING RELATIONSHIP

    AVP Customer Experience Training and Quality Assurance US

    Qualifications

    Knowledge

    • Demonstrates expert knowledge in leadership development
    • Advanced knowledge of Microsoft Office applications
    • Knowledge of effective leadership, communication and motivational skills
    • Advanced knowledge of adult learning theory and instructional design principles
    • Strong PC knowledge and the ability to use appropriate software tools
    • Knowledge of GM Financials core business functions, policies and procedures

    Skills

    • Excellent project management skills
    • Excellent organizational skills
    • Excellent time management skills
    • Ability to multi-task: juggle and manage competing tasks and demands and deal with frequent change, delays or unexpected events
    • Excellent decision making and problem solving skills with the ability to make sound judgments and take the initiative to establish priorities, meet deadlines, and make decisions within the functional area of responsibility with minimal direct supervision
    • Detailed oriented
    • Excellent oral, written, and interpersonal communication skills with all levels of the organization
    • Must act as a positive agent of change and consistently demonstrate the ability to adapt to changes in the work environment
    • Strong analytical and conceptual thinking skills
    • Ability to communicate concepts and processes in an easy to understand manner to a diverse audience
    • Strong proficiency in curriculum/instructional design principles, eLearning content development and web-based training development
    • Strong working knowledge of Adult Learning Theory and ADDIE model
    • Ability to positively lead, coach and develop others
    • Identify, communicate and track team member performance against department goals
    • Review and conduct evaluations with team members to provide performance feedback
    • Ability to maintain confidentiality

    Education

    • High School Diploma required

    Experience

    • 5-7 Years professional experience in corporate training and performance management required
    • Experience in the Finance Industry is preferred

    • Experience with training material development support tools such as; Adobe Captivate, Articulate, Adobe Creative Suite preferred

    • Project Management experience preferred

    • Experience working with/administrating Learning Management Systems (LMS) preferred

    • Experience with web-based deliverables/eLearning preferred

    Work Condition

    • Normal Office Environment
    • Subject to stressful situations arising from project timelines, delivery deadlines, and managing multiple projects and priorities

    Options

    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed

    Need help finding the right job?

    We can recommend jobs specifically for you! Click here to get started.