Director, Operations Learning & Development and Quality Programs

Jackson•Lansing, MI

About The Position

The Director of Operations Learning & Development and Quality Programs provides strategic leadership and oversight for the following functions: learning and development, quality assurance, knowledge management, and executive customer service support, ensuring training design, delivery, and quality standards align with business and department objectives. This individual serves as a continuous improvement feedback loop, drawing insights from various quality results and partnering with leaders and engineers to make improvements to training, quality programs, processes, and technology, including ways and means to effectively garner associate engagement. The Director is responsible for developing and maintaining an effective training and associate development model that equips Operations associates with the skills, knowledge, and resources required to deliver accurate and timely service to customers.

Requirements

Exceptional communication, presentation, and interpersonal skills with the ability to communicate professionally and effectively across all levels of the organization and with external customers as required.
Strong ability to influence and negotiate.
Excellent collaboration skills with the ability to build and maintain effective partnerships with internal and external stakeholders.
Proven leadership skills with the ability to manage and develop staff through coaching, training, and support.
Expert knowledge of adult learning techniques, instructional design and delivery, blended learning methodologies, and industry best practices.
Strong knowledge of and/or aptitude to obtain proficient knowledge of skills and business rules, which may include proficiency with: Jackson's administrative systems, Products, Processes.
Strong proficiency and/or ability to master all job-related software, which include a variety of technology-based applications.
Strong knowledge of Microsoft Office applications, such as Excel, Word, SharePoint, PowerPoint, Teams, Power BI, and Access.
Strong analytical skills with the ability to interpret data and leverage those insights into training and quality programs.
Excellent organizational skills with the ability to multitask, delegate, and prioritize tasks and projects to meet deadlines in a fast-paced environment.
Excellent business acumen and customer mindset, allowing for service driven process and technical recommendations to exceed customer expectations.
Superior change management skills with a proven ability to lead change initiatives and communicate in a positive manner.
Demonstrated ability to develop and implement process enhancements, including technology and performance.
Results-oriented with the ability to deliver within a fast-paced, execution-oriented environment.
Strong continuous improvement capabilities, especially as it relates to partnering with individuals outside of their span of control.
Bachelor's Degree in Management, Training, Education, or a related field required.
8+ years of training design and delivery experience required, preferably within the financial services industry.
Previous management experience required.
Experience delivering training virtually and in-person required.

Nice To Haves

Advanced Degree preferred.
Senior level management experience preferred.

Responsibilities

Develops and executes the Operations Learning & Development and Quality program strategy in partnership with senior Operations leadership, creating a portfolio of learning and development resources that support and align with business objectives.
Develops and leads associates, creating effective trainers with strong knowledge of the business and adult learning principles.
Leads a team of professionals focused on producing effective learning experiences that strengthen associate skills and ensure operational excellence.
Partners with leadership to review training impacts, evaluate customer interactions, identify needs or areas of opportunity, and implement program enhancements.
Responsible for the oversight of the development of standard operating procedures (SOPs) that align processes and goals with enterprise standards.
Partners with the Command Center in the scheduling, coordination, and the execution of the data driven training plan.
Collaborates with other business units across the enterprise to ensure consistency and improve quality in our processes.
Evaluates existing training resources and practices and implements updates to ensure continued compliance with state and federal regulations.
Investigates industry related technologies and tools and recommends system optimizations to improve service levels and gain efficiencies.
Leverages AI to continually improve learning and development content, programs, strategies, and standards.
Accountable for staff management activities, including hiring, performance management/evaluations, salary reviews, disciplinary actions, and terminations.
Responsible for departmental budget planning, monitoring, and resource allocation to ensure alignment with organizational objectives.
Oversees the metrics and outcomes from the Learning & Development and Quality programs, including Service Experience and Escalations.
Performs other duties and/or projects as assigned.