Training Manager - BFS

- Design creative and engaging multi-platform content (coaching, classroom training, 1:1 sessions, action learning & e-learning, etc.) to support employee development using best practices

- Recommends and implements corrective and preventive measures to improve customer experience and meet quality key performance indicators. Works with management to drive new procedures and systems. Learns new systems, procedures, or products in order to effectively facilitate training sessions

- Use principles of instructional design to optimize the training content for virtual learning using a mixture of delivery methods (video, text, walkthrough)

- Own global training content for multiple tiers of support - including the design of new/out of date content; delivery planning; and outcome measurement

- Understand customer psychology/behavior, provide analysis and derive action plans to drive customer