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Training Manager
Western Alliance Bancorporation
Phoenix, AZ, United States
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The Client Service Training Manager is responsible for establishing the Client Service Training team that is focused on delivering top quality and highly effective client facing Treasury Management product training. Training will be delivered via scheduled live small group webinars and on demand training videos. Keys to success for the Client Service Training team is educating and engaging clients with the Treasury Management products available to them. The Client Service Training Manager will manage one to two associate level trainers.
Responsibilities
• Designs and delivers training solutions for business and consumer directly or via Client Service Training team focused on educating clients and increasing product utilization.
• Training to be delivered via live small group webinars and on demand recorded sessions.
• Identifies and establishes delivery channels and scheduling tools for easy access and use by clients to access and sign up for training.
• Implements reporting, surveys and other tools to evaluate effectiveness and client satisfaction with training.
• Implements processes, procedures and staff member development programs that ensure SLAs, bank, and department compliance and quality standards are achieved.
• Participates in new product and product enhancements during the project/initiatives stage to ensure timely availability of client training.
• Manages internal and external audit and compliance reviews and responses.
• Interacts and influences across the organization from individual contributors to senior management.
• Ensures training team has subject matter expert knowledge of the Treasury Management and other bank products that training sessions are developed for.
Qualifications
• Requires five (5) or more years of experience managing teams.
• Requires seven (7) or more years with Treasury Management or commercial bank products.
• Requires five (5) or more years of experience training clients on Treasury Management and other bank products.
• Requires five (5) or more years of experience with banking regulatory requirements.