JOB SUMMARY:
Responsible for overseeing the department's new hire and recurrent training programs. This includes creating both online and in-person training materials, conducting instructor-led` new hire and recurrent training, and evaluating the effectiveness of the Operations – Service training program. The ideal candidate will be a well-organized and self-directed individual with a passion for guiding and motivating others. One who has strong interpersonal and communication skills with an ability to effectively train a diverse group of people. This role requires dependability, accuracy, attention to detail, and effective communication skills.
ESSENTIAL DUTIES:
- Develop and implement plans for training based on company needs and objectives.
- Support and execute successful development, delivery and evaluation of any training
- associated with technology, operating policies and procedures and team development.
- Conduct training sessions to ensure that employees have the skills needed to perform
- their jobs.
- Conduct research and planning for new training programs that align with business
- objectives.
- Develop instructor (course outlines, background materials, training aids, and
- presentations) and trainee materials (course manuals, handouts and course evaluation
- forms) for instructor led training.
- Develop self-paced and LMS materials, job aids and videos.
- Monitor employee performance upon completion of new hire and/or recurrent training to
- ensure goals are being met and provide feedback and suggestions for improvement.
- Review department performance to identify trends to improve training effectiveness.
- Collaborate with internal and external stakeholders to develop, customize, and update
- curriculum and training materials to ensure that organizational and stakeholder needs are
- met.
- Perform other incidental and related duties as required and assigned.
QUALIFICATIONS:
- Four-year degree preferred or equivalent work experience
- 2+ years experience in the Credit Card/Merchant Processing industry
- 2+ years training experience in an instructor-led training environment
- Ability to communicate effectively in both verbal and written form.
- Ability to explain complex processes and procedures in a way that is easy to understand. ·
- Ability to listen to and respond to questions in an effective manner.
- Ability to create instructional material, lesson plans, quizzes and assessments that are engaging and effective.
- Ability to use instructional design skills to create learning activities that help trainees master skills and knowledge needed to perform their job duties.
- Ability to work in fast paced environment.
