Consumer Banking Training Manager

Axos Bank • San Diego, CA

5h • $98,280 - $110,000

About The Position

The Training Manager will oversee all training operations for the Consumer Banking Support organization, under the direction and in partnership with the Consumer Banking division of Axos Bank. In addition to managing day-to-day operations, this individual will develop and shape the global learning and development strategy and activities. The ideal candidate will demonstrate the ability to quickly identify and address training opportunities to improve the execution and proficiency of frontline support members through AI enablement, process enhancement and content development actions. This role requires someone who is process oriented, thrives in a fast-paced work environment, and acts with poise and agility when addressing rapidly changing priorities.

Requirements

• At least 2 years of experience managing a training department.
• Experience developing training materials to facilitate instructor led or remote training models.
• Content development experience developing policy & procedure, quick reference guides, systems, and internal knowledge base documentation.
• Admin experience and proficiency with learning management system.
• Bachelor's Degree
• Strong written and verbal communication skills and ability to present information in a clear and concise manner.
• Experience working in a fast-paced environment and ability to manage projects with a varying degree of complexity and difficulty.
• Project management experience with focus on root cause analysis and designing/implementing projects, to impact key performance indicators.
• Experience conducting in-person coaching, development, and interactive training sessions in call center environment.
• Proficient Microsoft Office Suite or related software.

Responsibilities

• Leverage AI insights to drive governance strategy and prioritization of training activities.
• Drive AI enablement initiatives to deliver efficiency and productivity gains.
• Leverage AI insights to prioritize configuration changes, support calibration efforts and updates to agent assist workflows.
• Standardize training modality, curriculum, and global onboarding experiences for stateside, near-shore and off-shore sites.
• Drive content development activities to reduce risk, optimize processes and procedures and improve customer experience.
• Analyze results and impact of training programs to ensure effectiveness of onboarding and training activities, improve tenure and retention metrics, and support career pathing initiatives.
• Support with the development and maintenance of internal knowledge base.
• Develop refresher training program to support global development and succession planning activities.
• Prioritize and delegate projects and deliverables to address training, knowledge, and process gaps identified through coaching opportunities, complaints, or quality assurance evaluations.

Benefits

• Medical, Dental, Vision, and Life Insurance
• Paid Sick Leave, 3 weeks’ Vacation, and Holidays (about 11 a year)
• HSA or FSA account and other voluntary benefits
• 401(k) Retirement Saving Plan with Employer Match Program and 529 Savings Plan
• Employee Mortgage Loan Program and free access to an Axos Bank Account with Self-Directed Trading

What This Job Offers

• Job Type: Full-time
• Career Level: Manager