Performance Development Coach- Lake Buena Vista, FL

Partners Federal Credit Union • Lake Buena Vista, FL

2d • Onsite

About The Position

The Performance Development Coach partners with frontline cast members, in small groups and on a one-on-one basis, to build their professional proficiency beyond the standard skills acquired in basic training. This role’s primary focus is to work with member-facing cast to build capabilities, increase knowledge, hone skills, drive efficiency, grow sales performance, and assist in successful execution of ongoing and new initiatives. The Performance Development Coach also guides and instructs new cast members during the New Hire Onboarding/Orientation period so they develop their skills and achieve success in their new roles. The performance development efforts include coaching, training, assessing performance, giving feedback, and identifying areas for improvement. In addition to improving cast member performance and overall credit union sales and service, the Performance Development Coach supports prescribed standard work processes and endeavors to increase consistency and efficiency within the department’s operations.

Requirements

• Bachelor’s Degree or comparable work experience
• 5-7 years of experience in credit union or banking leadership and training experience
• NMLS Certification required
• Ability to use a personal computer and related software applications including all Microsoft Applications.
• Presentation skills: Training delivery to front line cast members (group and individual) to ensure operational readiness for new hire onboarding, new project implementations, procedural updates, process/technology enhancements, and remediation of identified opportunities.
• Excellent member service and conflict resolution skills
• Ability to give constructive feedback to cast members in an effective manner.
• Ability to build trusting relationships.
• Drives execution.
• Fosters innovation.
• Focus on the Member.
• Works collaboratively with others.
• Creative problem-solving skills.
• Requires experience and knowledge of Symitar functions and tools that are necessary to assess and improve performance as well as teaching and coaching skills.
• Effective sales skills
• Ability to multi-task, plan
• Ability to work independently in a self-directed environment.
• Ability to develop actions plans to remediate identified performance or quality opportunities for cast members and/or teams.
• Flexible; easily adapts to change
• Strong time-management skills
• Proficient with MS Office applications
• Must be able to travel to and from all Branch locations in their region.

Responsibilities

• Works with new and existing members of the Retail Division to improve their confidence and speed to proficiency through onboarding, ongoing training, coaching, and other development activities.
• Delivers training to cast members through a variety of methods, including discussions, role playing, team exercises, and visual learning in the Branches.
• Assists in developing and implementing an onboarding/training plan based on the New Hire Success Map that will ensure new cast members will receive a quality start to their career at Partners Federal Credit Union.
• Facilitates monthly GAIN Module Deep Dive Module across both coasts in partnership with peer Performance Development Coach.
• Provides feedback for continuous improvement of the training programs and materials.
• Utilizes expertise in product knowledge to educate Retail cast members on the features and benefits of all Credit Union products and services.
• Manages a case for each new hire, provides the necessary support, tracks and measures their progress, provides the necessary training needed for proficiency and improvement, then follows-up to ensure high performance levels are maintained.
• Holds regularly scheduled check-ins with New Hires to ensure their acclimation to culture and learning is supported and consistent.
• Visits all Branches in their Market area and preparing a plan for each visit based on branch and employee Scorecards to maximize impactful coaching opportunities with all Branch Employees.
• When cast members struggle meeting their goals, creates a case to support the cast members with their development to ensure they have the proper tools to meet goals, thus increasing their job satisfaction and the overall productivity.
• Completes minimum of 2 Spot-On Coaching interactions and 1 development conversation with Branch Employees per visit.
• Collaborates with the other Performance Development Coaches to ensure consistency of methods, training, and for continuous improvement of program.
• Communicates and coordinates with the AVP Retail Enablement, RVP’s and Branch Managers on an ongoing basis.
• Partners with Regional Operations and Sales Delivery team to provide feedback and insight on procedure reviews, compliance checks, and other systems reviews to ensure cast members are performing to PFCU and federal standards.
• Understanding of Performance Management and Corrective Action collaborations with leadership team consisting of Branch Managers, AVP Retail Enablement, RVPs and HR.
• Partners & co-ordinates collaboration with other departments and key stakeholders like Fulfillment, Centralized Processing, Underwriting, L&D, HR, IT, and Marketing for the development and skill growth of branch employees.
• Performs other duties as assigned

Benefits

• Partners offers a comprehensive benefits package that includes medical, dental, vision, retirement benefits, paid time off, and other employee programs that support well-being and growth.

What This Job Offers

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