Log In
Sign Up
Description
Position Summary
Credit One Bank is looking for an Operations Sr. Training Manager who will be responsible for managing training strategies, supporting and executing curriculum development worldwide, and ensuring effective training delivery across operations in our corporate and supplier sites. The ideal candidate will unify worldwide agent behavior and understanding to increase quality, ensure compliance adherence, and positively impact the customer service experience by leveraging data to present results. In addition, the Operations Sr. Training Manager will be required to identify and prioritize training needs and recommend innovative and efficient solutions to training gaps.
Summary Of Essential Job Functions
• Leverage data inputs from key stakeholders, agent performance metrics, and card member feedback to identify training gaps and recommend the best training solutions.
• Develop content and execute training for operations related to new systems, products, policies, soft skills, and leadership skills.
• Manage the Trainer Certification program.
• Manage internal training design brand standards, documentation procedures, and daily business processes.
• Ensure consistent and high-quality training. Meet agreed-to delivery dates. Ensure compliance and alignment with regulations, policies, and procedures
• Communicate with stakeholders on a regular basis to collect feedback, provide updates, and align on training prioritization.
• Share training impacts with Operations Leadership. Recommend initiatives to drive improved agent performance and positive customer engagement.
• Evaluate training talent. Support the development of Operations trainers locally and at supplier sites for direct and indirect reports.
• Ensure the timely coordination and completion of projects.
• Perform other duties as assigned.
Position Requirements
• 10+ years of relevant experience in an operations environment with an advanced understanding of training methodologies and adult learning styles.
• 10+ years Operations Management experience.
• 5+ years BPO performance management.
• Excellent communication, problem-solving, and project management skills.
• Aptitude for identifying and leveraging relevant data to recommend solutions and influence and decisions.
• High level of competency in Word, Excel, and PowerPoint and familiarity with training and reporting systems such as Tableau, Articulate, Camtasia, and various LMS systems.
• Ability to engage employees and drive performance.
• Demonstrate company core values of excellence, ownership, collaboration, and integrity.
• Bachelor’s degree in business or related field preferred.
• Call center and financial services experience preferred.
• Ability to travel domestically or internationally if required to support partner sites.
