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Director, Learning and Development
Ally
Charlotte, NC, United States
Job Details - this job has expired, please see similar jobs below
Ally Requisition #
18-5148
Job Description
Position Description
Manage the end-to-end learning program of training, policies, and procedures for Ally Deposits Customer Care, which consists of multiple Ally and Supplier sites. Develop strategy and continuous execution plans for associate education and readiness. Work collaboratively with Customer Care teammates, broader Ally internal partners, and Suppliers to intake and care for changes that impact Customer Care. Manage direct reports to develop and maintain training curriculum, deliver training classes, and manage policies and procedures. Oversee and monitor Supplier trainer's delivery of curriculum to their associates.
This position plays a pivotal role in Deposits Customer Care's primary objective of delivering a world-class experience during every Customer interaction. Every associate first learns how to deliver the Ally experience by going through the training curriculum that this role oversees. And after graduation, every associate uses the policies and procedures daily that this role oversees.
Job Responsibilities
1. Plan, develop, and manage training curriculum
◦ Analyze internal & external Customer needs and collect constituent feedback to understand training needs
◦ Develop materials for New Hire classroom and on-the-job training, as well as advanced training programs for all servicing channels and specialty products
◦ Materials include PowerPoint presentations, SharePoint online participant and facilitator guides, Adobe Captivate e-learning modules, and system simulator modules
◦ Coordinate training activities with Supplier management teammates, Shared Services teammates, Workforce Mgmt teammates, internal site mgmt teammates, and business partners
2. Monitor, maintain, and enhance effectiveness of training staff
◦ Ensure delivery and consistent utilization of training materials
◦ Interview and share evaluations of new trainers
◦ Evaluate the quality of trainers' performance through sampling, observation, and survey/questionnaires
◦ Set, maintain, and manage reporting of training evaluations and associate performance
3. Manage Policies and Procedures
◦ Develop and maintain strong working relationships with internal teammates, partners, and vendors that can provide subject matter expertise
◦ Create and modify articles in Salesforce Knowledge
◦ Conduct annual article reviews to ensure accuracy and alignment with current business practices
4. Manage team
◦ Manage five Ally training and procedure teammates
◦ Oversee work of three Supplier staff for emulator development and procedure writing
◦ Oversee change request process, and prioritize requests in partnership with stakeholders. Solicit, triage, and address requests with a sense of urgency
◦ Personally complete training and procedure updates, as well as delegating updates to team
5. Provide management reporting and communicate learning performance to teammates and partners
◦ Develop and present periodic statistical and status reports on learning performance
◦ Manage reporting and prioritization of the pipeline of new learning development and enhancement
◦ Inform appropriate individuals or groups; Updates senior management and others as necessary
Qualifications
• Ability to build long-term productive relationships across a broad set of stakeholders and commitment to teamwork
• Able to be flexible and agile when responding to a wide variety of stakeholder needs
• Effective interpersonal skills, including the ability to resolve conflicts effectively
• Expertise in adult education and curriculum development
• Strong organizational skills and time management skills
• Strong written, oral and presentation communication skills
• Sound leadership skills
• Broad knowledge of consumer deposit banking concepts (including the legislative and regulatory environments)
• QUALIFICATIONS
◦ Bachelor's degree
◦ 5+ years' experience in a corporate trainer and development role
◦ Broad knowledge of consumer banking products strongly encouraged
◦ Passion for delivering an exceptional experience to Ally Customers and Associates
◦ Commitment to teamwork and developing long-term relationships
• ADDITIONAL COMMENTS
◦ Strong work ethic and sense of urgency to complete objectives
◦ Periodic travel required, less than 20% of the time
◦ Ability to occasionally work evening and/or weekend hours to support large technology releases and delivery of key initiatives
Ally Overview
Ally Financial Inc. (NYSE: ALLY) is a leading digital financial services company and a top 25 U.S. financial holding company offering financial products for consumers, businesses, automotive dealers and corporate clients. Ally's legacy dates back to 1919, and the company was redesigned in 2009 with a distinctive brand, innovative approach and relentless focus on its customers. Ally has an award-winning online bank (member FDIC), one of the largest full service auto finance operations in the country, a complementary auto-focused insurance business, a growing digital wealth management and online brokerage platform, and a trusted corporate finance business offering capital for equity sponsors and middle-market companies.
Business Unit/Enterprise Function
Ally Bank is a direct bank in the U.S. that offers a straightforward approach to banking with no minimum deposit required to open an account, no monthly maintenance fees and 24/7 live customer care. A subsidiary of Ally Financial Inc. and member FDIC, the bank offers online savings, interest checking, money market accounts, certificates, and IRA Plans and products. Ally Bank has been named "Best Online Bank" for five of the past seven years by MONEY® Magazine.
Total Rewards Information
Ally's compensation program offers market-competitive base pay and pay-for-performance incentives (bonuses) based on achieving personal and company goals. Plus, we have a flexible paid-time-off program including time off for volunteer opportunities. Ally's Total Rewards Program is designed to enrich your life at work -- and outside of it and includes:
• Industry-leading 401K retirement savings plan with matching and company contributions
• Wellness program encouraging healthy living with financial rewards
• Flexible health insurance options including dental and vision
• Pre-tax Health Savings Account with generous employer contributions
• Pre-tax commuter benefits
• Other work-life integration benefits including parental and caregiver leave, adoption assistance, backup child and adult/elder day care program, child care discounts, tuition reimbursement, LifeMatters® Employee Assistance Program, subsidized and discounted Weight Watchers® program and other employee discount programs
Ally is an Equal Opportunity Employer
We extend equal employment opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity or expression, pregnancy status, marital status, military or veteran status, genetic disposition or any other reason protected by law.