INSTRUCTIONAL DESIGN OFFICER

JOB MANDATE

Primarily responsible for the delivery of Customer Contact Center's Training requirements. This person will act as a Subject Matter Expert, displaying proficient knowledge of BDO and Customer Contact Center products, processes, and procedures. S/he is accountable for (but not limited to) the following: management of his/her assigned Training curriculum and delivery, Trainer Certification, New Hire certification as well as furnishing reports specific to training performance and completion.

KEY RESPONSIBILITIES

• Design and deliver new hire, technical, cross-skill and refresher training in a timely manner and certification requirement is within Training and Operations standards.

• Align and cascade updates across CCC and ensure all training materials are updated

• Monitor and ensure 30-60-90 performance post training are being met and provide necessary support through mentorship, coordination or coaching.

• Assess training needs through TNAs for continuous improvement and ensure performance of CSOs/New Hires are within standard

• Coordinate and partner with Quality and other Business Units for training needs, process efficiencies, opportunities and updates

• Ensure documentation and administrative tasks needed for training efficiency are done in a timely manner

• Apply technical expertise through quality certification, review and call handling

• Assist in certifying incoming, OSP trainers and SMEs to make certain it is within CCC Training standards

• Participates in business process and other improvement projects as needed

• Acts as resource or subject matter expert for high level presentations as needed

• Supervises and / or coaches a sub-team or cluster of Training Officers as needed

• Monitors team performance, adherence to SLAs and resolves minor operational concerns in the absence of the Training Head

• Assists in validating trainer effectiveness by conducting classroom / facilitation skills observation and feedback sessions as needed

• Performs other duties and responsibilities not specifically outlined herein, but are logically inherent to the position

KEY QUALIFICATIONS

• Bachelor's Degree

•At least two years of Training or Learning and Development experience in a bank or Call Center environment

• Previous experience in Six Sigma or continuous improvement initiatives preferred

• With banking and / or credit card customer service support background preferred