POSITION PURPOSE Primary responsibilities include but are not limited to; working with the Atlanta SSC to provide Functional area (ex. Customer Service, Operations, Services) viewpoint to program development and new initiatives. Works with Atlanta SSC business partners to develop Functional area training classes. Responsible for management development and certification for functional area. Coordinates the development of training materials to include all functional area interests. Ensures all training programs and materials are accurate and user specific. Evaluates the quality of Divisional training and program rollouts. Updates job descriptions and performance evaluations as needed.

MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES:

• 20% Working with the Atlanta SSC on new initiatives and program rollouts / enhancements focusing on functional area (ex. Customer Service, Operations, Services) interests.
• 25% Management Training and Development for functional area/organization
• 15% Develop specific Customer Service or Functional area training and process reviews utilizing exception reporting to improve productivity or customer service.
• 10% Works with SSC business partners in developing in house Learning Programs to improve customer service or other specific initiatives.
• 10% Manages assigned direct reports to execute functional area programs, initiatives and curricula.
• 10% Validates training and program rollout.
• 10% Ensures all materials are updated and focused on functional area.

  NATURE AND SCOPE

  • Typically reports to Sr. Manager or Director of Functional area
  • Accountable for direct supervision of the work activities of others. Planning, monitoring and reviewing work of subordinates is required. This may include direct supervision of a shift or the coordination of multiple work groups. Makes recommendations concerning selection, termination, performance appraisal and professional development.

    ENVIRONMENTAL JOB REQUIREMENTS Environment: Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable. Travel: Typically requires overnight travel 5% to 20% of the time.