Manager, Learning Delivery

Job ID: E2400568

Job Description:

What You’ll Accomplish as a Learning Delivery Manager:

You will lead a team of learning engagement specialists and drive a culture of continuous improvement by engaging and understanding the needs of your team and your business partners. In this position, you will develop strategies at various hub levels and formulate a learning plan to address business needs. In addition, you will be working and supporting Customer Service, E-chat and Collections. You will recommend different learning interventions while coaching and motivating a team of facilitators to deliver a 1st class learning experience. Your goal will be to establish strong stakeholder relationships to be a valued partner to the business that you support.

• Champion Customers: Connect day one and forward every employee to our servicing ambitions utilizing a customer centric approach.
• Act as Owners: Lead strategic engagements that will directly impact our business’ success and growth.
• Relate and Inspire: Provide a strategic and learner centric environment to transfer the skills needed for success.
• Elevate Every day: Lead a team of learning engagement specialists that will drive a culture of continuous learning.

• Drive accountability and passion for learning as a new way of working across the organization.
• Partner with Training & Performance Strategy Leadership to drive key strategies and goals forward, including driving speed to proficiency, measuring effectiveness, driving digital platforms and ensuring strong engagement with learners and leaders at all levels of the organization.
• Coach and develop staff in line with Performance Management: Classroom Observations, New Hire Scorecards, Career Coaching & Performance Coaching.
• Spearhead Learning Experience through delivery strategy, technology and resources.
• Establish strong relationships with Tech& Ops functional and hub leaders to ensure a strong tactical execution of learning interventions & initiatives including quality of work.
• Continuously researches and evaluates industry best practices in learning methodologies, implementing best practices when applicable.

Skills You’ll Need to Succeed:

• Bachelor’s degree in business and/or at a minimum 3+ years of training, facilitation, instructional design and/or management experience.
• Leadership experience – you will be responsible for leading and guiding a virtual team to achieve business objectives – be prepared to share with us some specific examples of how you’ve inspired your team and driven performance.
• Be a business partner – ability to understand and relate to the business objectives and provide strategic vision and a high-quality solution.
• Training & Performance Strategy experience- be prepared to share examples of how you have applied adult-learning theories in different learning programs and/or initiatives.
• Virtual facilitation- tell us about a time where you demonstrated effective virtual facilitation techniques that included educating participants on a topic.
• High enthusiasm and desire to work in fast-paced, ever changing environment.
• Must be in current role for at least 12 months
• Not on active CAP (Formal/Final Formal)

Skills you have that will delight us:

• Proven track record of influencing – tell us about a time when you were able to gain buy-in and support for decisions that were originally met with resistance.
• Change agent- share about a time where you were responsible for implementing a change.
• Ability to work with all levels across the business- tell us how you have established and maintained positive working relationships.
• Data driven – tell us how data has helped guide business decisions you have made in the past.
• Resilience – share with us how you deal with setbacks.
• Critical Thinking – tell us about a time where you utilized critical thinking skills to drive strong tactical execution and results.

Job Level: Level 9

Job Family Group:

Contact Center Operations