What are the responsibilities and job description for the Training Lead - Banking Operations position at Emerge?
Emerge is looking for an experienced Training Lead to manage training for banking operations. You will lead a high-performing training team, prepare new hires for their roles, and help existing employees adapt to new processes. This role calls for a hands-on leader who can connect training outcomes to employee performance and customer satisfaction across back-office and customer service operations.
Key Responsibilities
Training Delivery: Manage process and pre-process training teams. Schedule and deliver new-hire and subject matter training, train employees on updated procedures, and provide behavioral skills and business conduct training.
Content Development: Create and maintain training materials, including digital presentations, how-to manuals, and instructional videos. Develop guidance on operational procedures and appropriate agent conduct.
Coaching & Performance: Partner with team leaders and managers on on-the-job coaching. Observe employee performance, identify training needs, and track individual and team progress.
Training Effectiveness: Measure training outcomes, maintain records, and analyze performance data to identify opportunities to improve productivity and customer satisfaction.
Training Operations: Manage the training budget, coordinate priorities with operations leaders, and ensure training keeps pace with changing business requirements.
Requirements
Operations run seven days a week, with a coverage window of 8:00 AM-11:00 PM EST. Candidates should be comfortable supporting shifts within this window.
Interested in leading banking operations delivery with Emerge? Let's talk.
Emerge seeks, in all of its operations, to employ individuals for available positions based on their qualifications, working knowledge, and competency. Emerge has a continuing commitment to ensure that fair and equal employment opportunities are extended to all qualified persons without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, veteran status, predisposing genetic characteristics, familial status, marital status, domestic violence victim status or any other protected characteristic or based on their relationship or association with members of a protected class. Emerge is committed to diversity in its most inclusive sense.
Key Responsibilities
Training Delivery: Manage process and pre-process training teams. Schedule and deliver new-hire and subject matter training, train employees on updated procedures, and provide behavioral skills and business conduct training.
Content Development: Create and maintain training materials, including digital presentations, how-to manuals, and instructional videos. Develop guidance on operational procedures and appropriate agent conduct.
Coaching & Performance: Partner with team leaders and managers on on-the-job coaching. Observe employee performance, identify training needs, and track individual and team progress.
Training Effectiveness: Measure training outcomes, maintain records, and analyze performance data to identify opportunities to improve productivity and customer satisfaction.
Training Operations: Manage the training budget, coordinate priorities with operations leaders, and ensure training keeps pace with changing business requirements.
Requirements
- 8-10 years of overall experience, including at least 8 years of Training Manager experience.
- Experience leading high-performing training teams and managing process and pre-process training for Banking Operations.
- Training experience across back-office and customer service operations, including email, chat, and voice.
- Strong coaching, teaching, mentoring, and training-content development skills.
- Ability to analyze training effectiveness, prioritize independently, and lead in a fast-paced environment.
- Strong written and verbal communication, organization, and attention to detail.
- Experience with learning management systems is preferred.
- High school diploma or equivalent; bachelor's degree also accepted.
- English proficiency at B2 (Upper Intermediate) level across reading, writing, and speaking.
Operations run seven days a week, with a coverage window of 8:00 AM-11:00 PM EST. Candidates should be comfortable supporting shifts within this window.
Interested in leading banking operations delivery with Emerge? Let's talk.
Emerge seeks, in all of its operations, to employ individuals for available positions based on their qualifications, working knowledge, and competency. Emerge has a continuing commitment to ensure that fair and equal employment opportunities are extended to all qualified persons without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, veteran status, predisposing genetic characteristics, familial status, marital status, domestic violence victim status or any other protected characteristic or based on their relationship or association with members of a protected class. Emerge is committed to diversity in its most inclusive sense.