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Retail Education Manager
Augusta, ME (http://maps.google.com/maps?q=Augusta+ME+USA+04330)
Description
POSITION SUMMARY:This position provides education and staff development for the bank’s Retail division to optimize employee performance and support the overall strategies for Retail banking. The incumbent is responsible for the assessment, design, development, implementation, facilitation, and evaluation of training programs for Retail employees. The primary job functions include responsibility for: Management of Retail Training Programs; Creation of Learning Materials; Coaching of Branch Managers and Staff; Maintenance of Training Records; and Evaluation of the Retail Education Program.
KEY RESPONSIBILITIES:
Management of Retail Training Programs:Serves as the subject matter expert, instructor, and coach to effectively transfer knowledge and expertise while managing the education function within the Retail division. Ensure the Retail team has the knowledge needed to provide an exception banking experience to KSB customers.
This position assesses the educational needs of the Retail division and coordinates ongoing education programs to meet those needs and to support new Retail initiatives. With guidance from the Retail leadership, Branch operations staff, and in collaboration with the Learning and Development team, this position plans, develops and designs, and conducts onboarding training for new branch employees. Topics include basics of banking; product knowledge; technical skills; systems navigation; policies and procedures; branch operations; and service excellence.
This position is expected to use multiple mediums to effectively facilitate group trainings, communicate content, and deliver engaging training programs to staff with different learning styles through in person and virtual settings. Coordinates the logistics of the retail educational programs by scheduling training time with attendees; reserving and setting up required audiovisual equipment and training rooms; preparing and distributing training aids and maintaining attendance for educational programs. Serves as the primary contact in the delivery of outside training by vendor partners.
Creation of Learning Materials:This position is responsible for the ongoing development of courses using design software, and the creation of supporting training materials and job aids. Reviews and revises content on a regular basis as deemed appropriate by system updates, policy changes, product enhancements and new services. Collaborates with the Bank’s Learning and Development Team to use best practice methodologies for content development and available resources for training programs. Produces draft copy of the Retail training guide specific to teller operations and customer relations for review by Retail division leader.
Coaching of Branch Managers and Staff:Serves as the primary coach to counsel branch management staff on the effective handling of challenging employee performance situations and provide specialized training support. Additionally provides one on one coaching to Retail staff by job shadowing with the employee at their branch location. Reviews operational reports for Retail to determine the knowledge and performance gaps of Retail staff relative to productivity, quality, and policy and procedures.
Maintenance of Training Records:This position handles the maintenance of Retail training and development activity records, attendance, results of tests and assessments, and retraining requirements. Ensures that all Retail training coordinated by this position for internal and external learning is provided to the Learning and Development team for the corporate tracking. Retail division training records must accurate and up to date for compliance and employee development tracking purposes.
Evaluation of the Retail Education Program:The incumbent provides the evaluation and modification of any existing or proposed Retail educational programs and suggests suitable changes to the Retail division leadership. The incumbent also evaluates the ongoing effectiveness of the Retail training curriculums including external vendor-based programs.
REQUIRED SKILLS/ABILITIES:
Excellent verbal and written communication skills
Strong presentation skills
Adept with a variety of multimedia training platforms and methods
Ability to evaluate and research training options and alternatives.
Extremely proficient with Microsoft Office Suite and related program software
Proficient in or the ability to become proficient in Articulate 360 (e-learning development tool)
COMMUNITY/PUBLIC RELATIONS REQUIREMENTS:
Actively participate in community organizations and events.
Appropriately and positively represent the Bank in the community.
OTHER DUTIES:
Demonstrates reliable attendance and punctuality.
Attends and participate in Bank meetings.
Attends internal and external training to improve skills and knowledge relevant to the role of the Retail Education Manager at KSB.
Performs other duties as required.
POSITIONS REPORTING TO THIS POSITION:
Requirements
EDUCATION/EXPERIENCE REQUIRED:
Bachelor’s Degree preferred or equivalent experience and related education.
2 to 5 years’ experience working in retail banking is required.
2 to 5 years’ direct experience as a trainer, facilitator, or equivalent preferred.
OTHER REQUIREMENTS:
Must possess a valid driver’s license, the use of a serviceable automobile that is properly registered and proper liability automobile insurance as required by state law.
Must be able to manage all logistics necessary to ensure training sessions are supported.
Ability to multi-task and pivot quickly in a fast-paced environment.
Must be able to work collaboratively with managers to ensure good employee learning outcomes.
Must be comfortable making presentations and working with all levels of Bank management.
Must be able to spend extended periods of time operating a computer keyboard and working at a computer monitor.
Must be able use the telephone to converse with customers for extended periods of time; must be able to communicate clearly by telephone; must have good listening ability and skills.
Must be able to prioritize and organize workflow; must have good attention to detail; must be able to handle multiple jobs.
Must have the ability to think through a problem, following proper steps in finding resolution.
Must have a high degree of ethics and maintain confidentiality of customers and accounts.
Must be friendly, courteous, and sensitive to the needs of customers and coworkers.