Retail Trainer Team Lead

Peoples Bank•Munster, IN

3d•Onsite

About The Position

The Retail Banking Trainer Team Leader is responsible for training, coaching and developing retail banking team members as well as leading and developing a team of Retail Trainers. Training responsibilities include content development, management, maintenance, scheduling, and delivery of retail training programs. This position serves as the creator and facilitator of the essential learning path, ensuring Retail Banking team members receive timely and appropriate training to be successful in their roles and holistically care for Peoples Bank's customers. Coaching responsibilities include individual coaching for knowledge development during the initial training period and supporting post-training coaching, as needed. Team Leader responsibilities include overseeing and directing the activities of the Retail Banking training team. The Retail Banking Trainer Team Leader works closely with Retail management, Core Solutions, and Compliance to drive the ongoing development of Retail team members.

Requirements

High School diploma or equivalent required, college degree preferred.
Working knowledge of frontline teller systems and new account platforms.
Ability to learn new applications, products/services, and policies/procedures quickly to create and deliver information to others effectively.
Demonstrates passion for people development and customer service excellence and can deliver engaging and meaningful content that covers all learning styles.
Must be flexible, take initiative, project a high level of enthusiasm, make decisions, accept responsibility.
Possess the ability to think creatively, work independently, accept, and incorporate feedback, and consider the opinions of others.
Highly organized, with excellent oral and written communication skills.
Must be able to work under stress, handle difficult situations, and juggle multiple priorities.
Proficient in Microsoft Office Products.
Must be able to travel within the Banking Center footprint.
Five or more years in training and development required, preferably in a banking environment.

Nice To Haves

Salesforce knowledge is preferred.
Two or more years of management experience preferred.

Responsibilities

Schedule and provide consistent and effective training to all new Retail hires on the Bank's platforms, products, services, policies, procedures, and culture.
Collaborate and engage with frontline Retail Bankers, Group Leaders, Retail Support, Banking Center Managers, Human Resources, Compliance, and all other lines of business to assess training and developmental needs.
Provide and utilize feedback to evaluate training program effectiveness, identifying training gaps, and recommending and incorporating revisions to curriculum, design, and delivery methods on training.
Regularly interface with management and participate on project task forces to identify training needs and ensure the effective implementation, communication, administration, and assessment of training programs.
Develop and update training materials, such as participant guides, handouts, FAQs, job aides, online training, presentations, etc.
Work with all frontline retail employees by visiting Banking Centers and attending meetings on a regular basis to ensure that new programs, procedures, policies, and customer service standards are understood and followed across the Retail footprint.
Collaborate with Retail Banking to develop and update Retail Banking procedures that support overall bank policies.
Create and deliver Universal Banker classroom training and workshops.
Lead administration of the online learning platform, including course management, user access, and reporting for non-regulatory training programs.
Assist with the conversion of acquired institutions by conducting operational training including core systems, policies, procedures, customer service standards, products, and services. Supply post conversion support to acquired Banking Centers.
Ensure awareness of and adherence to the Bank's compliance requirements and risk management practices, expectations, policies, and procedures and apply them to daily tasks.