• Training Delivery Manager

    Job Locations US-MI-Detroit
    Requisition ID
    2018-33611
    Employee Type
    Full Time-Regular
    Category
    Customer Experience / Customer Service
  • Overview

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    In this role within the Learning Team, you will be responsible for driving operational excellence through the delivery of multi-functional curricula and by partnering to understand and meet training needs using a mix of standardized approaches and by proposing and implementing unique solutions.  The role will partner with learning design and key stakeholders as we define and develop a customer centric culture across GM Financial International Operations (GMF IO) using an integrated approach to knowledge acquisition and job-skill  development.

    Responsibilities

    1. Manage and develop a team of up to 6 local and remote trainers.
    2. Develop a culture of excellence, accountability, and open communication.
    3. Serve as a key leader to implement, deliver and drive a Customer-Centric Culture across GMF IO.
    4. Develop and maintain collaborative relationships with interdisciplinary teams including people at all levels in order to understand the needs of the business at a root cause level and propose appropriate solutions.
    5. Set benchmarks and work with trainers to exceed established goals.
    6. Manage training resources based on overall business goals, learning objectives, budget, and target trainer utilization of 75% time training.
    7. Manage a global process to create and publish training calendars
    8. Lead quarterly conversations to adjust calendars, align on enrollment, provide updates and gather feedback from functional partners.
    9. Ensure effective delivery of a comprehensive set of curricula for key functional areas and roles. (Operations, F&I, GMF and Dealer Sales).
    10. The Training Delivery Manager will set the standard for high-quality facilitation/training by modeling skills in the classroom/webinars. 
    11. Drive continuous development of trainers to ensure quality learner experiences using effective facilitation and classroom skills, including webinar/remote learning (virtual Instructor-led). Each trainer will be audited/observed a minimum of once per quarter and/or as new campaigns are introduced.
    12. Establish and manage adjunct faculty capability for SME or Leader-led training, Structured on the Job Training Selection/Certification, Adjunct Faculty Community of Practice routines within 60 days. Conduct quarterly certifications and Community of Practice sessions.
    13. Serve as key leader to identify and share best practices and drive minimum standards for Regional/Decentralized F & I/Dealer training teams.
    14. Partner with the Training Design Manager to ensure established curricula, programs and courses are current, available in local language when appropriate, and updated according to an established review/revision cycle.
    15. Define and implement a system to understand requests to procure training
    16. Define and implement best practices to evaluate training effectiveness up to and including business impact and ROI.
    17. Evaluate the effectiveness of training activities in relation to strategic priorities and business goals based on project charter agreements.
    18. Prepare training delivery scorecard and contribute to Monthly Business Review reports and documents.
    19. Connect with the Customer Experience team to guarantee consistent alignment, understanding, and measurement of all CX concepts.
    20. Identify and implement synergies with GMF US and GM.
    21. Maintain strict confidentiality of all information
    22. Periodic travel will be required. (up to 30%)

    Qualifications

    Experience: 

     

    Education level:

    • Bachelor’s degree (minimum),  Learning Development, Education (preferred)
    • Master’s degree (desired)

    Experience level:

    • Classroom and webinar facilitation: 7+ years
    • Supervisory: 5+ years
    • Learning/Function Partnership: 2+ years

    Language: Bilingual (English/Spanish preferred)

     

    Certifications or special training required: 

    Experience and exposure to Instructional Design, Adult Learning Principles, and the planning and management of implementation plans inclusive of administrative responsibilities as well as training delivery and facilitation:

    • Training Delivery/Facilitation
      • Classroom
      • Webinar/vILT
      • LMS and Elearning
    • Training Needs Assessment
      • Performance consulting
      • Root cause analysis
      • Gap analysis
      • Focus groups/contextual interviews
    • Evaluation and measurement
      • Kirkpatrick evaluation model (Level 1 – 4)
      • ROI
    • Customer Experience and Service Excellence initiatives
    • Project management and change management initiatives

    Skills & Knowledge: 

    • Experience in the Financial Services industry and operational related positions
    • Proven experience managing, leading, mentoring and coordinating multifunctional, multicultural, and/or multi-located teams or individuals
    • Experience and exposure to work with different countries is desired
    • Outstanding oral, written and presentation skills; ability to communicate to individuals and groups effortlessly, including consultative, influencing, conflict management and negotiation skills
    • Outstanding organizational skills, ability to create and maintain work relationships. Demonstrated interpersonal skills in order to effectively communicate with project teams and stakeholders
    • Strong analytic and problem solving skill set
    • Strong change agent and change management skill set
    • Strong training and mentoring capabilities Strong Time Management skills

     

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