Job Description
Brief Description of the Organization
Citi, the leading global financial services company, has some 200 million customer accounts and does business in more than 100 countries, providing consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, and wealth management. Additional information may be found at www.citigroup.com or www.citi.com.
Description
Citibank
brings the strength and expertise of one of the world’s largest
financial services companies to personal customers in more than 100
countries and 200 cities. To support our franchise growth and
development of our people, ensuring optimal customer service and
performance the training of our people is critical to our business
success.
Our
Operations & Technology team provides forward thinking operational
initiatives, infrastructure & innovative technological solutions for
activities that underpin our business to ensure seamless end-to-end
customer service. Citiphone is a division that operates out of 3 geographic locations, Sydney, India and Philippines.
The
strategic intent of this role is to manage a portfolio of learning
projects, ensuring appropriate resourcing and staffing processes are
maintained. You will be accountable for the quality and effectiveness of
business unit curricula, conducting regular reviews to ensure program
effectiveness and consistency.
This will span the entire learning management cycle of the business
from identification of learning requirements, hiring strategies,
employee on boarding and continuous learning management across all three
geographic locations. The
Business Learning Manager will still be very hands on and will create
training decks themselves, therefore a passion and excellence in
Instructional Design is required to produce outstanding materials. You
will also be responsible for personal training facilitation and
strategic planning and management. The role will build and maintain
strong relationships with internal Citi business partners and offshore
stakeholders to establish feedback loops and ensure ongoing program
relevance. The role will also be a part
of the Citiphone Leadership Team providing a strong strategic alignment
and close connection between the business and the local Country
Business Learning Function.
Key Accountabilities will include:
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Responsible for developing engaging training materials & programs supporting sales and service
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Responsible for applying ID concepts, theories and models based on relevance.
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Design instructional strategies as appropriate to the course objectives and to keep the learner engaged and interacting with the course.
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Responsible for the effective implementation of the core learning curricula to the highest standards.
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Provide ongoing feedback to the Country Business Learning function in terms of curricula content and its suitability to the local business/context.
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Provide ongoing input to course improvements, new course needs and new course content development.
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Collaborates with internal stakeholders to define Learning needs and strategies
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Has responsibility for volume, quality, timeliness and delivery of end results for learning programs.
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Evaluate emerging learning technologies and conduct organizational analysis to identify readiness to implement.
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Incorporate measurement mechanisms to gauge effectiveness of strategies, using such metrics to guide follow-up actions to ensure the delivery and transfer of sustainable and measurable business outcomes.
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Strong planning, organizational, partner/relationship building and project management skills, with the ability to anticipate problems and opportunities and develop effective strategies with clear objectives.
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Responsible for the dedicated business trainers on shore and offshore.
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Scheduling and resourcing of all Business Trainers aligned with the Central Business Team, ensuring appropriate resources exist to meet local demands.
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Scheduling learning programs for Citiphone staff to planned shrinkage
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Monitor and evaluate the Business Trainer performance, specifically the standards and quality of delivery.
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Ongoing coaching and development of the Business Trainers.
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Ensure the timely evaluation of the Learners experiences.
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Responsible for the management and reporting of Learning analytics for Citiphone
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Ensure Citiphone learning activity is entered into GLMS.
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Ensures relevant governance structure in place to monitor ongoing quality standards across all three geographic locations aimed at a consistent customer experience.
Qualifications
To be successful in this role you will have the following key skills and experience:
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Proven experience as a trainer and competence with adult learning principles.
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Proven experience in instructional Design, content development and eLearning solutions..
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Experience in either an operational, service or sales environment (ideally obtained within banking and finance)
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Comfortable using of MS Office applications such as Excel , Captivate , Brain shark and Word
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Experience in either an operational, service or sales environment (ideally obtained within banking and finance)
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Strong communication skills.
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Effective inter personal skills to engage and influence multiple interfaces to drive consensus
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Ability to work under resource and time constraints.
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Ability to innovate and conceptualise solutions based on inputs received from stakeholders to cater to various types of learners
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Strong understanding of Customer Service environment
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Strong conceptual ability to come up with strategies and the plans to execute against them
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Ability to manage complex projects involving multiple interfaces.
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Highly organized and able to deliver against firm timelines.
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Self starter who is able to prioritise and act upon the important issues whilst keeping relevant stakeholders up to date.
What we offer:
Benefits
include generous staff home loan discounts, free income protection and
life insurance plan, access to an extensive range of retail discounts,
free onsite gym and salary sacrifice options including a range of consumer goods and child care fees.
*LI-W
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