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Community Bank Training Mgr, Managing Director

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Company: Union Bank

Location: Los Angeles, CA

Date Posted: August 12, 2014

Source: Union Bank

Join a bank thats as committed to your future as you are. At Union Bank, a part of Mitsubishi UFJ Financial Group (MUFG), we share a vision for our future, we share our successes, and we strive to bring out the best in each other in everything we do. Our diverse colleagues are connected by a common ambition to create change for the better from forging more dynamic career paths, to driving progress in our communities, to continuously reshaping the standards of financial services. Positive impact starts here; see the change you can make as we strive to become the worlds most trusted financial group.

Job Summary:
Reporting to the Head of Branch Banking the Community Bank Training Executive is responsible for all branch bank training including branch operations sales coaching and customer experience. Responsible for developing content and curriculum that meets the business needs of the Community Bank. Collaborate ...

Join a bank thats as committed to your future as you are. At Union Bank, a part of Mitsubishi UFJ Financial Group (MUFG), we share a vision for our future, we share our successes, and we strive to bring out the best in each other in everything we do. Our diverse colleagues are connected by a common ambition to create change for the better from forging more dynamic career paths, to driving progress in our communities, to continuously reshaping the standards of financial services. Positive impact starts here; see the change you can make as we strive to become the worlds most trusted financial group.

Job Summary:
Reporting to the Head of Branch Banking the Community Bank Training Executive is responsible for all branch bank training including branch operations sales coaching and customer experience. Responsible for developing content and curriculum that meets the business needs of the Community Bank. Collaborate with Talent Development and Learning (TDL) and the Sales and Service Executive to develop training programs enhance the sales process and continually evolve the Onboarding process to meet the bank's need. Partner with Senior Management to manage the Community Bank's training strategy and develop and implement training that supports the Banks Customer Experience program. Through training and support of the client experience program establish the Bank as an industry leader in sales and service.

Major Responsibilities:
55%
- Training Program Management Manage all aspects of the Bank's branch banking training by providing solutions that inculcate and perpetuate the Bank's customer centric culture. Use department resources and collaborate with business partners to develop new training programs and modify existing programs with an end result of enhancing the sales process operations and improving the customer experience. Provide creative development design and implementation of sales training programs. Source and implement vendor support as necessary for content development and implementation of programs. Provide direction and strategy on training and development needs. Work with business leaders to diagnose performance problems and organization effectiveness problems develop strategy develop a contract and budget for each intervention collect data to determine root causes of internal and external client problems. Monitor the quality of all deliverables. Design management reports that track the achievement and/or milestones of objectives and progress on results. 30%
- Supervision Lead and manage the performance of a team of learning professionals. Responsibilities include interviewing job prospects making hiring and promotion recommendations setting performance objectives monitoring and measuring performance conducting performance review making pay recommendations preparing and recommending disciplinary actions counseling assuring adequacy of professional development through skills assessment training coaching and assuring effective communication of bank department and subject and/or area related information. 15%
- Customer Experience Development and Implementation Assist in the development of the Customer Experience strategy training monitoring and implementation for the Retail Bank. Develop an end-to end customer experience training program that aligns with the company's strategic direction. Partner with other Line of Business executives and vendors to identify areas of opportunity. Ensure all aspects of the customer experience cycle are handled appropriately efficiently and effectively. Support the development of Customer Experience metrics aimed at improving customer loyalty and profitability. Follow and communicate changes in the economy banking industry customer service industry UB policy and department resources to develop timely content and curriculum. Continually assess the Onboarding process for new branch employees and evolve program as needed to meet bank expectations.

Additional Information:
Ability to thoroughly understand tools and strategies required to develop effective training and Customer Experience programs. Proven track record in the Learning and Development industry with direct experience in the creation and implementation of training programs. Typically requires 6-10 years of technical experience plus 5 years of previous supervisory experience. Requires in-depth understanding of sales practices concepts and techniques. Demonstrated track record of successfully developing and implementing training and customer experience programs. We are committed to leveraging the diverse backgrounds perspectives and experiences of our workforce to create opportunities for our people and our business.

Equal Opportunity Employer:
Minority/Female/Disability/Veteran. The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified.

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