Call Center, Training Facilitator II
Sovereign Bank - Rhode Island

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This position is located in East Providence, RI.

Job Duties

Delivers and facilitates in classroom and remote training (Web and CBT) including New Hire Training Program and continuation training for Customer Service, Sales and Switch lines of business. Provides consultation on performance to LOB identifies and consults on performance improvement opportunities. Manages and leads projects with in learning
and LOB operations. Manages participants and in classroom activity including documentation and tracking of all training measures and performance data. Provides performance summaries and recommendations to management as needed. Facilitates and trains continuation training and advanced training as required. Evaluates learning in the classroom and identifies and implements solutions to insure transfer of knowledge and skill. Provides reviews and feedback for curriculum and acts as subject matter expert on procedures and processes. Provides back up to Sov Direct communications. Facilitates meetings and skill enhancement workshops. Identifies learning and performance needs
and completes learning needs analysis to identify learning and performance solutions for Sovereign Direct team members and groups. Regularly monitors and evaluates performance to ensure quality standards that will drive customer loyalty.

Coaches and manages team members while in classroom to insure all goals and learning objectives are met by identifying learning requirements and working with managers to coach performance reinforcement recognition and improvement.

Delivers classroom training courses including Sovereign Direct New Hire Training Program and other continuation courses as required.Presents training and development programs to meet identified needs of the business.

Evaluates and maintains documents of in class team members learning performance, identifies strengths and performance gaps and reinforces and recommends solutions as necessary.

Leads, plans and organizes learning or operational projects to achieve strategic or operational goals.

Maintains knowledge of processes, policies and procedures and training content and curriculum and communications processes in order to provide assistance and expertise as needed.

Maintains organization and prepares classroom and related materials. Insures all material is organized and up to date. Provides detailed tracking of performance in classroom.

Monitors and evaluates performance to keep in touch with customer and business trends, understand performance challenges and adjust readiness of material to meet real time need of the business and quality standards.

Provides consultation and analysis of performance to line managers. Communicates regularly with LOB leaders and managers to insure alignment with goals & key objectives. Provides regular updates & recommendations regarding how to improve performance.

Reviews and provides subject matter expert feedback on training and policies and procedures material.


Education: HS Graduate or Equivalent

Experience - Between 2 and 3 Years, Thorough knowledge of Sovereign's products and services and instructional technologies.

Ability to build relationships and trust, show respect and instill trust in team members and customers.

Ability to challenge the status quo, champion change and implement new initaitves.

Ability to develop goals and consistently seek learning opportunities in order improve. Ability to be flexible to changing roles and responsibilities.

Ability to effectively coach and develop team members to achieve their full potential.

Ability to foster collaboration and work in groups to contribute ideas for the achievement of common goals.

Commitment to quality, ensuring completeness and accuracy of work.

Ability to do things right the first time.

Decisiveness - Ability to make well founded decisions in a timely manner, sometimes with incomplete information.

Excellent verbal and written communication skills. Initiative and motivation to push ahead toward achieving a desired goal without suggestions or prompting by others.

Inspired Commitment - Ability to provide leadership, inspiration and positive energy in teams.

Organization and Time Management - Maintain an organized approach to work and manage multiple priorities.

PC Literate - Windows, Word, Excel

Planning - Develop realistic plans that are detail and clear around how to meet a goal. Organize people and tasks, and action step to achieve the goal, have contingency plans to achieve the goal.

Presentations and delivery - Deliver clear effective presentations.

Use vocabulary, tone, and style that holds the audiences attention.

Professionalism - Project a positive image thru attention to personal appearance, language and professional behavior.

Recognition - Recognizes and rewards the accomplishments of others.

Sovereign Products and Services - Possess in-depth knowledge of products and services; demonstrate a general understanding of related systems and tools.

Strong Supervisory Skills - Management Focus and Discipline. Identifies and implements plans and holds others accountable

Take Ownership - Take pride in own work, be will assume responsibility for accomplishing objectives, be dependable and follow thru on commitments.

Contact Information

Mirna Fisher

Job ID: 53742


Performs job requirement/responsibilities in compliance with applicable laws and regulations

To express interest in and be considered for a position, please provide your background information and work experience by completing the employment application in its entirety. Incomplete information may result in rejection of your application from consideration.

About this company
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Santander Holdings USA is the parent company of Sovereign Bank, which reigns in the Northeast with more than 700 branch locations....