Operations Technical Learning Specialist

The Operations Technical Learning Specialist plays a crucial role in developing and executing internal learning programs on the Business Process Management team. This position has a significant impact on the department's overall performance by collaborating with management, product managers, and Subject Matter Experts (SMEs).

The specialist is responsible for designing and facilitating technical training for all key systems and tools, product/launch enhancements, new hire, and ongoing learning needs. This includes using scalable solutions and quantifiable metrics to demonstrate a change in behavior or lift.

Major Responsibilities:

• Develop Training Content and Facilitate a "world class" training experience.
• Design, develop, facilitate, execute, and measure technical learning programs that support business strategies to internal Operations employees.
• Content may include product launches / enhancements, process documentation updates, data quality, new hire onboarding, proprietary systems, and tools to develop appropriate curricula.
• Training delivery methods include WebEx webinars, Teams, classroom facilitation, virtual learning, and eLearning using Articulate 360 and Camtasia.
• Assess program effectiveness using relevant metrics, and correlate metrics with the learning objectives. Use results to report on trends and continuously improve quality.
• Research and implement competitive learning methodologies, delivery methods, and technologies that boost adult learning engagement and retention sharing with team members.
• Manage training-related resources in various libraries (WebEx, Jive, SharePoint, Teams, etc.). Manage potential risks related to access to learning content, and implement controls as needed. Abide by Bank's policies regarding data security and privacy.
• Create and manage curriculums for our internal LMS called LEAP.

Effective Partnering, Team Building, Professional Stature:

• Consult with subject experts and other colleagues to foster a collaborative learning and engaging environment. Leverage best practices and knowledge of other partners for overall bank success.
• Communicate respectfully, regularly, and effectively.
• Remain flexible to changing priorities handling multiple projects at a time in a fast-paced environment. Able to work independently yet function well within a national team.
• Partner with Talent Development and Learning to leverage soft skills, DEI, and other non-technical content.
• Establish and maintain high standards of presentations, communications and follow-through. Utilize applicable online resources (e.g., ATD, CEB Leadership & Development, Brandon Hall, etc.) for research and best practices.
• Enter metrics accomplished through learning into a team Dashboard given to Senior Management monthly.

• Requires a bachelor's degree or equivalent work experience plus 2-3 years of instructional design skills.
• Excellent facilitation skills that foster engagement in a web-based or in-person environment are required. The ability to quickly troubleshoot technical issues is a must.
• Attention to detail, sense of urgency, and consistent follow-through are highly critical skills.
• A thirst and openness to learn new technical systems is critical to success in this role.
• Proven track record of superior communication skills including the ability to explain complex technical concepts to non-technical users.
• Strong ability to analyze reports and documentation.
• Technical skills: MUST have advanced proficiency in Microsoft Office 365 (especially Excel and PowerPoint). Preferred to have some knowledge of Articulate 360 (Storyline and Rise are most often used), Salesforce (Service Cloud), Webex, Camtasia, and/or SharePoint.

We value diversity and inclusion in the workplace and strive to create an environment where everyone feels valued and supported. If you are passionate about helping others and driving growth, we encourage you to apply for this role.