Position Summary:
The Manager Collections Training provides leadership and governance in projects, curriculum development, curriculum delivery, program development, employee communications, documentation, and staff development identified by department to drive long-term strategic goals. Responsible for overall Training development of the department and the maintenance of communication and documentation strategies. In addition, the Manager is responsible for coaching/developing training staff members on the team and increasing their ability to deliver quality training. They will oversee the development of staff member’s careers by identifying goals, setting performance metrics, evaluating productivity, and offering continual communication and direction.
This person is responsible for achieving revenue targets for their team, managing relationships with internal executives, and oversight of scheduling and prioritization of work. This person will lead by example, demonstrating both the Fiserv and Learning and Professional Services values.
Key Responsibilities:
- Possesses a broad and comprehensive understanding of the different systems/products and services in the market/organization and practices of relevant discipline.
- Manages activities of team of individual contributors.
- Responsible for conducting appraisals, feedback to employees and handling team work allocations
- Maintain departmental documentation and website
- Creates and executes projects/programs/plans and revises as needed. Establishes and maintains client relationships as well as vendor and internal stakeholder relationships. May serve as the primary contact for clients and vendors. Provides and supports product business development activities within own department.
- May contribute to the development and outcome of department strategic goals
- Possesses the ability to effectively communicate successes and failures of a model, processes and procedures with clear understanding of success.
- Functional or process leadership; medium level of complexity and ambiguity; tactical responsibilities.
Required Education & Experience:
- Experience design and facilitating learning with varied methods and environments (OJT, virtual
- 7+ years of experience developing and facilitating job related training programs that include products, systems and interaction skills in a service environment.
- Experience with leading training delivery
- 5+ years’ experience in Collections, prefer out of a Bank or Financial Institution.
- Experience with adult learning principles and instructional design concepts.
- Bachelor’s or Master’s degree preferred.