Learning & Development Manager-CBO

Description

At INTRUST Bank, People Come First. Guided by strong character qualities—such as respect, compassion, humility, positivity, and initiative—we work to support one another, serve our customers, and strengthen our communities. Here, your career matters. You’ll find an environment where you’re encouraged to grow, empowered to lead at any level, and supported as you build a meaningful career with a trusted organization.

Job Summary: Responsible for overseeing, developing, and maintaining new hire and on-going learning for all Consumer Banking applications, procedures, and processes. Manages the ongoing development and accuracy of the Consumer Banking Training program, procedures, and the direct supervision of training and procedure staff. Responsible for ensuring the successful implementation of initiatives and projects to support the department and/or business unit. Establishes work processes for team members and ensures a high-level of customer service is delivered. Promotes and fosters teamwork across all areas of INTRUST. Represents INTRUST Bank in all they do in the community and is focused on the development of new business relationships. Maintains strict standards of confidentiality and perform duties in a manner supporting INTRUST’s Character Qualities.

Essential Functions: All expectations described in the job description’s essential functions are necessary to be successful in this role, performed with or without a reasonable accommodation.

• Effectively manage others by consistently applying INTRUST’s supervisor and manager expectations: relationship management; feedback; coaching and development; establishing effective work culture expectations; critical thinking; business acumen; and resource management.

• Engages bank employees to gather feedback and opinions. Organizes and facilitates workgroups focused on procedures and processes, products and services, and other topics affecting consumer banking. Monitors feedback surveys completed after classroom training to identify trends, successes and opportunities for future training offerings.

• Oversee the development of training and procedures for supported applications including determining needs, defining content and delivery methods, providing adequate scheduling, and other training related components. Ensures that training program plans are presented to new hires and are user-friendly, easily accessible, and efficient for frontline usage.

• Ensures frontline employees are consistently trained to deliver an excellent customer experience while preventing loss to the bank, through knowledge retention and clear expectations. Manages onboarding programs including the coordination of Training Representatives.

• Key contributor in bank-wide projects and cross-departmental teams, acting as a liaison for Consumer Banking and partnering with other business units as necessary to develop and offer training.

• Utilizes system tools and reporting to identify and track metrics to measure impact of coaching and training and communicates these metrics as appropriate with Consumer Banking and Deposit Operations management.

• Responsible for remaining up to date on new training methods, techniques, and tools.

• Supports ongoing partnership with Consumer Banking Leadership through refinement of training roadmap, prioritizing training enhancements, and reviewing new training programs.

Education and Experience: Requires a High School Diploma; Bachelor’s degree preferred. Seven or more years previous management or training facilitation experience required. Banking experience required.

Required Skills and Knowledge: Strong interpersonal skills and excellent organizational proficiency required. High level of presentation skills across various mediums of communication. Must be proficient in Microsoft Office products. Knowledge of Adobe Captivate or other eLearning software preferred. Must display technical and analytical aptitude and work with multiple computer programs and systems. Familiarity with adult learning principles and instructional techniques. Requires a high level of independent decision-making, discretion and critical thinking in many areas affecting customers, employees, and bank security. Ability to interpret and/or discuss information with others involving terminology or concepts foreign to many people. Ability to communicate well through various mediums to a wide audience. Perform duties under frequent time constraints. Knowledge of federal/state affirmative action and equal employment laws/regulations.

Required Licenses and/or Certifications: None.

Physical Demands: Extended period(s) of time viewing personal computer, sitting, standing, and walking. Occasional lifting up to 25 lbs. The physical demands necessary for this role should be performed with or without a reasonable accommodation.

Working Conditions: Normal office conditions. Occasional travel to banking centers throughout all markets.

This job description summary is not intended to be an employment contract, nor is it intended to state or imply these are the only activities to be performed by the employee occupying this position. Employees will be required to follow any other duties as assigned or requested by their supervisor.

INTRUST Financial Corporation and its subsidiaries, including INTRUST Bank, are Equal Opportunity Employers whose policy is not to discriminate unlawfully against any qualified employee or applicant for employment on the basis of protected military or veteran status, disability, race, color, religion, sex, age, national origin, pregnancy, genetic information, sexual orientation, gender identity, or any other classification protected by applicable local, state or federal law; except where an individual’s protected category constitutes a bona fide occupational qualification.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.