Trainer III
Location: Las Vegas, NV, United States
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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.
Credit One Bank, N.A. is a data-driven financial services company based in Las Vegas. Founded in 1984, Credit One Bank offers a spectrum of credit card products for people in all stages of financial life. Credit One Bank is an equal opportunity employer committed to diversity and inclusion and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation, or national origin. Reasonable accommodations can be made for those who require them, including access to job applications and workplace accommodations. Employment at Credit One Bank is based on mutual consent (also known as at-will). This means that employees and the Bank may terminate the employment relationship at any time, with or without cause and with or without notice. Please contact the recruiter for this position to learn more. Credit One Bank does not accept unsolicited resumes from agencies and is not responsible for related fees.
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