Change Management and Training Manager - Customer Service

Duquesne Light - Pittsburgh, PA (30+ days ago)3.8

Duquesne Light Company, headquartered in downtown Pittsburgh, is a leader in providing electric energy and has been in the forefront of the electric energy market, with a history rooted in technological innovation and superior customer service. Today, the company continues its role as a leader in the transmission and distribution of electric energy, providing a secure supply of reliable power to more than half a million customers in southwestern Pennsylvania.

Overall Purpose:
The Change Management and Training Manager will focus on implementing training, change management, and communication strategies for the Customer Service organization. Leading a team of trainers, change management associates, and instructional designers, the role will manage the overall change implementation road map related to process and technology as well as establish a globally consistent framework for training programs. The Change Management and Training Manager will partner with business leaders, stakeholders, and corporate communications to drive faster adoption, higher ultimate utilization and greater proficiency of the changes that impact employees in the organization to increase benefit realization, value creation, ROI and the achievement of results and outcomes.

Responsibilities include:
Partners with Customer Service leadership, HR, and Corporate Communications to identify needs for and build training and change management programs that are aligned with project strategy
Leads stakeholder and change analyses to capture gaps in knowledge and processes in order to create actionable communication and training plans and other associated deliverables
Applies a structured methodology and lead change management activities and integrates change management activities into the project plan
Creates actionable deliverables for the five change management levers: communications plan, learning roadmap, coaching plans, training plans, resistance management plan.
Consults and coaches project teams, managers and employees impacted by process, system, and procedural change. Identifies and manages anticipated resistance
Identifies and reports risks associated with process/procedure and applications to protect interests of impacted stakeholders. Recommends appropriate mitigation and contingency plans.
Manages the design and delivery of a wide variety of technical and professional training initiatives using proven sources of content, best practices in training design and diverse delivery methods to address skills and development for employees within all areas of the company.
Liaises with other members of the business for content and identify ongoing department needs for training and development; tracks, trends and analyzes key metrics and utilize assessments to drive future program design and strategy.
Oversees the development and delivery of customized learning solutions (e.g. user guides, electronic training resources, e-Learnings, and instructor-led training)
Continues to push boundaries of corporate education with use of technology and industry leaders to help develop a world-class program of learning & organizational leadership.
Identifies external learning partners and manages vendor relationships, as needed to support learning plans.
Establishes relationships with subject matter experts, managers/supervisors and information critical contributors to support areas of training and development activities.
Solicits feedback and gains buy-in on new and enhanced tools, programs, and processes, working closely with both business partners and internal customers when appropriate.
Maintains current knowledge of advances in change management and training principles and applies leading-edge methods and practices to improve company programs.
Develops, manages, and reports on an annual training & development budget, forecasts costs and delegates numbers as required by organizational planning and budgeting systems.
Works to continuously develop team of change management, training, and instructional design associates through both individual and collective coaching and feedback

Education/Experience Requirements:
Bachelor's Degree in Business or related field required. MBA or Master’s in related field preferred. Relevant experience to be successful in the given role is typically 7+ years in Project/Process Management, Learning and Development or related work. At least 3+ years of prior management experience is required.

A solid understanding of how people go through a change and the change process; experience with Prosci ADKAR Model is a plus
Project Management Experience; PMP certification is preferred
Experience working with and managing third party vendors
Ability to establish and maintain strong relationships.
Ability to influence others and move toward a common vision or goal
Experience and knowledge of change management principles, methodologies and tools
Experienced in adult learning theory and practice
Experienced in design and application of training programs and curriculum for back office and operational job types requiring a blend of both skill and knowledge based training and verification
Experience with large-scale organizational change efforts
Change management certification or designation desired. Prosci Certification a plus
Experience working in a utility and/or customer service organization preferred
Proficient in MS Office and e-learning software; Articulate a plus.