Training Manager-Customer Experience

Company: GM Financial
Location: Arlington
Posted on: January 16, 2020

Job Description:

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. JOB DUTIESLead and evaluate training staff, including performance evaluations, hiring and TL/TM rotationsProvide ongoing guidance and training to Instructional Designers and Training Specialists to ensure development of knowledge, skills, and abilitiesEstablish proficiency and quality standards for training staff and ensures those standards are consistentResponsible for planning, evaluating and ensuring the effectiveness of all training sessions, including new hire, follow up, reinforcement, reoccurring, and leadership trainingDevelop effective customer interaction training to address opportunities obtained through Quality Assurance reporting, Compliance Monitoring results, Complaint Tracking trends, and Voice of the Customer trendsDevelop 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 skillsDevelop and maintain processes for prioritizing learning requestsPartner with Leadership Development to ensure alignment with corporate learning and development objectivesEffectively communicate with team members and stake holders to ensure objectives, timelines and goals are being metEnsure all training approaches engage participants, enhance the professional development of employees and ultimately result in increased employee performanceContinuously validate training solutions to ensure content is current, relevant and meets the needs of the learners and the departmentIdentify and determine training requirements by working closely with leadership and conducting needs assessments for each departmentParticipate in project meetings as needed for initiatives that will involve the development and facilitation of trainingSupport and lead change initiatives with timely and thorough training programsEffectively communicate changes in company policies and proceduresCoordinate training meetings with the entire training staff and meet regularly with trainers one on oneInvestigates trends, technological innovations, and applications within the training industryManage records and prepares statistical reports to evaluate performance of training activities and instructors and to monitor progress of traineesPerform other duties as assignedConform with all company policies and proceduresREPORTING RELATIONSHIPAVP Customer Experience Training and Quality Assurance US KnowledgeDemonstrates expert knowledge in leadership developmentAdvanced knowledge of Microsoft Office applicationsKnowledge of effective leadership, communication and motivational skillsAdvanced knowledge of adult learning theory and instructional design principlesStrong PC knowledge and the ability to use appropriate software toolsKnowledge of GM Financial's core business functions, policies and proceduresSkillsExcellent project management skillsExcellent organizational skillsExcellent time management skillsAbility to multi-task: juggle and manage competing tasks and demands and deal with frequent change, delays or unexpected eventsExcellent 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 supervisionDetailed orientedExcellent oral, written, and interpersonal communication skills with all levels of the organizationMust act as a positive agent of change and consistently demonstrate the ability to adapt to changes in the work environmentStrong analytical and conceptual thinking skillsAbility to communicate concepts and processes in an easy to understand manner to a diverse audienceStrong proficiency in curriculum/instructional design principles, eLearning content development and web-based training developmentStrong working knowledge of Adult Learning Theory and ADDIE modelAbility to positively lead, coach and develop othersIdentify, communicate and track team member performance against department goalsReview and conduct evaluations with team members to provide performance feedbackAbility to maintain confidentialityEducationHigh School Diploma or equivalent requiredExperience5-7 years of professional experience in corporate training and performance management requiredWorking ConditionsNormal office environmentSubject to stressful situations arising from project timelines, delivery deadlines, and managing multiple projects and priorities - provided by Dice

Keywords: GM Financial, Arlington , Training Manager-Customer Experience, Executive , Arlington, Texas