Job Title: Learning & Development Assistant Manager Department: Learning & Development
Supervisory Role: Yes FLSA: Exempt
Supervisor's Title: Learning & Development Manager
Position Purpose and Objectives
The Learning & Development Assistant Manager works with the Learning & Development Manager, branch, and support department leadership to assess training needs of the organization and ensures that all training materials and processes are accurate and updated. Accountable for maintaining high-performance expectations of learning events and ensuring consistency in the delivery of training to meet skill and behavioral expectations. This position provides primary support and assistance in the development of training materials for the department and evaluating training outcomes.
Essential Functions and Responsibilities
Personally, provides exceptional member service; uses Service Standards in every work-related interaction.
Possesses and utilizes a high-level understanding of operations, lending and support department functions to support the Learning and Development master training model and the continuous development process.
Travels to and provides onsite training facilitation, assessments and support in regional training centers and merger locations.
Identify training needs by evaluating strengths and weaknesses.
Translating competency requirements into training event(s) that will groom team members for the next step of their career path.
Assist in creation of annual training program, execution of learning strategies and prepared teaching plans.
Stay abreast of the new trends and tools in Team Member development.
Assist Manager in creating materials for Learning and Development events as assigned.
Assists in managing and supporting credit union wide Learning and Development events including, but not limited to, New Hire Orientation, WebEx learning events, Classroom led training, Call Center Training etc.
Measurement and evaluation of individual and organizational learning events and outcomes.
Ensures that all training materials meet Learning and Development standards while maintaining compliance with Arrowhead policy, procedure and skill standards.
Collaborates with branch and support department subject matter experts to assess, recommend, design, and develop instructor-led and web-based training programs/materials, ensuring the information is current, accurate, relevant and complete.
Serves as back up administrator for the Learning Management System (LMS), including running reports, responding to report or system question requests and assessing training participation outcomes.
Oversees the scheduling of new team members into Learning and Development training events (introductory, refresh, web-based classes, etc.).
Performs supervisory duties: plans, assigns, directs and evaluates direct reports' work, reviews efficiency and completeness of tasks; conducts performance reviews, recommends salary increases and develops higher levels of expertise in team members through coaching and training.
Demonstrates consistent professional communications both written and verbal with the organization's leaders and team members.
Assists in maintaining the consistency and integrity of training throughout organization.
Maintains a working knowledge of Bank Secrecy Act (BSA)/Anti-Money Laundering (AML) laws/regulations and Office of Foreign Asset Controls (OFAC) applicable to area of responsibility.
Regular and predictable attendance and punctuality.
Other duties as deemed necessary by Supervisor to achieve the goals of the Credit Union and the department.
Positions directly supervised: Supervision of Learning & Development Specialist
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and /or ability required. Individual must have access to reliable transportation and be willing to travel.
Competencies for this position
Attention to Detail
Excellent written and verbal communication.
Critical and Analytical Thinking.
Member Service Focus.
Sense of Urgency/Fast Pace.
Willingness to Embrace Change.
Specific knowledge, skills, and abilities required for this position
Ability to read and interpret documents such as procedure manuals, policies and memorandums; ability to write routine correspondence and communicate effectively and tactfully, orally and in writing to present information to Team Members and variety of audiences; must possess the ability to speak clearly so others can understand; sound decision making, organization and problem-solving skills; intermediate typing and data entry skills, effective interpersonal, ability to express ideas orally and effectively and speak clearly in individual or group situations; ability to use correct English grammar, punctuation, and spelling; produce written information which may include technical material that is appropriate for intended audience; strong skills operating personal computer including Microsoft Office Suites of Word, Excel, Outlook, PowerPoint ; a Learning Management System (LMS) and navigating the internet. Ability to perform accurate data input into a variety of software programs. Ability to assume responsibility, display initiative, exercise good judgement and make and act upon decisions with minimal supervision. Ability to make sound business decision on complex member issues; knowledge of Federal Regulations and compliance in preparing training events/materials for selected audiences. Ability to provide courteous, knowledgeable and professional member service both in person and on the telephone. Ability to work in a high demand, deadline sensitive atmosphere; ability to be flexible and able to work in a focused multi-task environment; monitors and checks work for precision, clarity and completeness; produces quality results; ability to take responsibility to own learning and development by acquiring and refining of technical and professional skills needed in job-related areas. Ability to work cooperatively with others as part of a formal or informal team to accomplish Credit Union goals; ability to respect the needs, ideas, and contributions of others, ability to follow up on Team Member complaints, questions or requests in regards to training.
Ability to facilitate organizational team-work and collaboration; Displays courtesy and sensitivity; Displays openness to others' viewpoints; Establishes and maintains effective relationships; Gathers input and knowledge of others; Influences a collaborative and synergetic working environment. Familiarity with talent management and succession planning. Familiarity with traditional and modern training methods, tools and techniques.
Extensive knowledge of credit union banking services and operations, related laws, regulations and human resource practices; demonstrated management skills including leadership, ability to plan, organize, direct and control departmental functions; and good leadership skills. Requires exceptional one-on-one and group presentation and facilitation skills, including meeting facilitation skills and demonstrated ability to deliver effective training on procedural, financial products, salesand service skills. Must have demonstrated performance analysis systems thinking, information search and research skills, analytical and creative problem-solving skills, questioning and feedback skills, member service orientation and commitment to quality, responsibility, high work standards, and initiatives. Has the ability to communicate effectively with a diverse group of audiences.
Education and experience: Associates Degree (AA) or equivalent from a two-year college or a combination of education & experience. Four (4) years directly related experience can be substituted for the degree. College degree BS/BA in Business, Education, Psychology or a related field preferred. Minimum of two (2) years supervisory experience. Proven experience in designing multiple training events in a corporate setting. Experience in both technical and non-technical training; leader and facilitator or a learning culture that supports all organization training needs. Professional certification (e.g. CPLP or CPTM) is desired.
Compliance: Ability to maintain a proficient knowledge and compliance of all applicable rules and regulations under BSA/AML and OFAC regulations. This includes, but is not limited to: Bank Secrecy Act; SAFE Act; Anti Money Laundering; Regulation CC; and Regulation Z.
Ability to communicate and understand written and oral language and the ability to effectively present information. Ability to read and interpret documents such as policy/procedures.
Ability to perform basic math skills to include adding, subtracting, multiplying and dividing using whole numbers, common fractions, and decimals. Ability to use a basic calculator.
Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral or schedule form.
Other Skills and Abilities: Advanced knowledge of financial products/services. Ability to use office equipment such as a personal computer, copier and calculator. Ability to be bonded. Ability to listen to others and provide constructive feedback in a coaching/development setting.
Certificates, licenses, etc. required for this position: Certified Professional in Learning and Performance (CPLP) or Certified Professional in Training Management (CPTM) is desired.
This position may operate in a traditional or non-traditional office setting or training environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Arrowhead is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.
The physical demands described below are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. They are subject to change at any time due to reasonable accommodation or other reasons. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the Team Member is regularly required to do the following:
Intermittent sitting, walking, bending, stooping and neck flexing.
Intermittent pushing, pulling and reaching above, at and below shoulder height.
Repetitive motion- frequent keyboarding and mouse usage requiring the fingers to make small movements, and the use of hands and wrists.
Simple grasping by using fingers and palm on an object.
Carrying or transporting an object by hand. The ability to carry and lift training materials up to 20-30 pounds.
Specific vision abilities required by this job include close vision, distance vision, color vision and ability to adjust focus.
Must have the ability to be available to work all business hours Monday through Friday with occasional Saturday assignments.
Standing- for extended time periods.
Talking- Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.
Repetitive Motions- Movements frequently and regularly required using the wrists, hands, and/or fingers.
Average Hearing- Able to hear average or normal conversations.
Must have access to reliable transportation.
Frequent travel to other branch and/or office locations.
We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace. Those applicants requiring reasonable accommodation to the application/interview process should notify the Human Resources Department at (909) 379-6643.
Arrowhead Credit Union