The Training Specialist is responsible for the administration of training programs including but not limited to; curriculum, assessment, reporting, communications, and coaching. Provides creative and effective instruction on a diverse range of topics, ensuring consistency of training programs with Bank policy, strategy, goals, and culture. Establishes and maintains strong collaborative relationships across the Bank and represents the Bank’s Service Standards. Performs any function within scope of authority and expertise to provide the highest level of service and responsiveness to internal and external customers.
Project manages training initiatives and related assessments for the Bank’s Community Banking division, including Teller and Banking Specialist training, core technology applications, product training, and sales and service skills development. Recommends enhancements to these programs as appropriate. Develops useful and relevant materials in support of these initiatives, including but not limited to:
Responsible for including competencies in all training deliverables that align with established expectations for roles within Community Banking, e.g. Creating the Customer Experience (CCE), giving and receiving feedback, communication skills, and select MSB custom programs.
Plans and delivers existing and new training curricula for the Bank’s training programs within established time and scope parameters and toward pre-established outcomes in alignment with the Bank’s Strategic Plan.
Performs initial and ongoing needs-assessments to ensure course content meets stated objectives and supports organizational and individual needs. Utilizes tools including pre- and post-class surveys, evaluations, interviews, and gap analysis.
Exercises informed judgment in recommending methods and techniques for training which can include pre-work, classroom facilitation, online learning, Lunch and Learn sessions, training reinforcement activities, and group and individual coaching.
Conducts and facilitates blended learning programs and courses.
Delivers post-class support where appropriate in the form of individual coaching to increase the application of knowledge gained in training. Provides feedback to the attendee and manager on progress as appropriate.
Supports other Bank training as required, including but not limited to; sales and customer service skills development, operations, core systems, technology, and branch banking.
Ensures full compliance with the Bank’s policies and procedures.
Represents the Bank through active participation in community and industry organizations and events.
Actively serve as a resource for Bank teams and employees in defined areas of responsibility.
Refers sales opportunities to other departments or Bank affiliates in support of established objectives.
Performs related and unrelated duties as may be required.
Middlesex Savings Bank is an EOE AA M/F/Vet/Disability employer
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