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Retail Trainer

  • Job Tracking ID: 512272-602440
  • Job Location: Needham, MA
  • Job Level: Mid Career (2+ years)
  • Level of Education: BA/BS
  • Job Type: Full-Time/Regular
  • Date Updated: December 26, 2017
  • Years of Experience: 2 - 5 Years
  • Starting Date: ASAP



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Job Description:

Job Summary:  This position is responsible for training, coaching and developing retail banking employees in line with the Bank’s strategic plan.  The training responsibilities encompass content management, development, maintenance, design and delivery of retail training programs (orientation and ongoing training).  The coaching responsibilities encompass individual one-on-one coaching for skills development during the initial training period and supporting post-training coaching as needed. The position works closely with Retail Banking Administration to support the on-going development of retail employees and is a key member of the Learning & Development Team.

ESSENTIAL DUTIES & RESPONSIBILITIES

 

 

  • Liaison between Learning & Development, Retail Administration and in-branch managers; receives and addresses all Retail Banking training related needs;
  • Regularly conducts needs analyses   and confer with Retail Banking managers to determine knowledge and skills gaps for new and existing retail staff;
  • Develops and implements in-branch sales and service training for Retail Banking in line with the bank’s strategic plan;
  • Assists in the implementation of bank product knowledge training for Retail Banking;
  • Responsible for maintaining and reporting for Retail Banking new hire training program;
  • Works with Retail Administration to determine training initiatives based on trends found through Retail Banking systems and logs;
  • Manages internal and external course registrations, completion information, and recordkeeping for Retail Banking;
  • Sends communication and training information to Retail Banking employees;
  • Assists in assigning, reporting, and troubleshooting the Bank’s learning management system for Retail Banking;
  • Uses programs to track registrations that cannot be managed using the Bank’s learning management system;
  • Prepare reports as required by management and executive staff;
  • Supervises the management, retrieval and destruction of training records within established guidelines for Retail Banking;
  • Works with and assists outside training vendors as necessary;
  • Coordinates with Retail Banking managers and employees to achieve full participation in optional and required training through proper communication channels;
  • Responsible for training logistics to include booking rooms for training and non-department trainers, coordinating with IT and Facilities to maintain/update training room issues (e.g., air temperature, projectors, food supplies, travel reservations, vendors and video conferences);
  • Designs Retail Banking training related documents, materials, and presentations;
  • Reviews and edits training content for consistency and design and identify improvement opportunities for course and courseware materials through delivery and proofreading of course materials to ensure procedures, exercises and practices work as written and meets department standards;
  • Maintain department intranet site to include updating current information, as needed. Conducts periodic audits to ensure all information is current;
  • Collaborate, coordinate, and communicate across disciplines and departments;
  • Perform additional duties as requested, needed or assigned

 

 

 

 

Experience and Skills:

 

 

 

 

  • Liaison between Learning & Development, Retail Administration and in-branch managers; receives and addresses all Retail Banking training related needs;
  • Regularly conducts needs analyses   and confer with Retail Banking managers to determine knowledge and skills gaps for new and existing retail staff;
  • Develops and implements in-branch sales and service training for Retail Banking in line with the bank’s strategic plan;
  • Assists in the implementation of bank product knowledge training for Retail Banking;
  • Responsible for maintaining and reporting for Retail Banking new hire training program;
  • Works with Retail Administration to determine training initiatives based on trends found through Retail Banking systems and logs;
  • Manages internal and external course registrations, completion information, and recordkeeping for Retail Banking;
  • Sends communication and training information to Retail Banking employees;
  • Assists in assigning, reporting, and troubleshooting the Bank’s learning management system for Retail Banking;
  • Uses programs to track registrations that cannot be managed using the Bank’s learning management system;
  • Prepare reports as required by management and executive staff;
  • Supervises the management, retrieval and destruction of training records within established guidelines for Retail Banking;
  • Works with and assists outside training vendors as necessary;
  • Coordinates with Retail Banking managers and employees to achieve full participation in optional and required training through proper communication channels;
  • Responsible for training logistics to include booking rooms for training and non-department trainers, coordinating with IT and Facilities to maintain/update training room issues (e.g., air temperature, projectors, food supplies, travel reservations, vendors and video conferences);
  • Designs Retail Banking training related documents, materials, and presentations;
  • Reviews and edits training content for consistency and design and identify improvement opportunities for course and courseware materials through delivery and proofreading of course materials to ensure procedures, exercises and practices work as written and meets department standards;
  • Maintain department intranet site to include updating current information, as needed. Conducts periodic audits to ensure all information is current;
  • Collaborate, coordinate, and communicate across disciplines and departments;
  • Perform additional duties as requested, needed or assigned 
  • Proven ability to work independently while still maintaining strong ties throughout organization;
  • Demonstrated effective human relations and employee relations skills, including patience, ability to establish rapport and trust; the ability to capture and energize a class of new students and hold their interest;
  • Demonstrated ability to interact comfortably with all levels within the organization from new employees to senior management.
  • Demonstrated proficiency in “stand-up presentation skills”; effective articulation/verbal presentation skills and verbal communications ability;
  • Strong demonstrated written communication skills.
  • Proficiency in using Microsoft Office products.
  • Previous experience in instructional design is beneficial but not required;
  • Demonstrated training and facilitation skills, including the proven ability to work with adult learners. Familiarity with the principles and fundamentals of adult learning theory;
  • Demonstrated successful problem-solving skills required;
  • Excellent proven and demonstrated customer service skills required;
  • Ability to lead by example in providing excellent customer service;
  • Ability to operate with the highest level of confidentiality and discretion.
  • Ability to adhere to Needham Bank’s Core Values (Quick-Decision-Making, Reliability, Relationship-Based Focus and Quality Service)
  • Bachelor’s degree highly desired or equivalent experience/combined education required
  • Banking industry experience highly preferred
  • Three to five years of previous experience as a customer service representative in order to assist branch retail staff
  • Extensive background in bank operating policies and procedures, banking regulations (state and federal), employee development and public relations

Needham Bank offers a competitive salary and an amazing benefit package for a full-time employee which includes fully paid medical and dental insurance, HRA, 401(k) plan with an 8% bank match, defined benefit pension plan, paid vacation, paid holidays, paid leave benefit, a bonus program, flexible spending accounts, vision service plan, group term life insurance, short and long term disability insurance, tuition reimbursement, and an Employee Assistance Program.  We offer a great benefit package to our eligible part-time employees as well.

Needham Bank is an Equal Opportunity/Affirmative Action Employer.  Needham Bank will provide all applicants for employment and all employees with equal opportunity for employment and promotion regardless of race, color, religion, gender, national origin or ancestry, age, disability, veteran status, military service, sexual orientation, genetic information, or gender identity.