Position Overview:

The Head of Corporate Training and Talent Development holds a senior leadership role and is responsible for overseeing the training and development function across the entire organization, as well as over the Company’s subsidiaries. The focus of this role is on enhancing employee skills and organizational performance through strategic learning and development initiatives. The role involves assessing training needs, developing programs, managing budgets, and evaluating effectiveness. The role also plays a key part in talent management, including succession planning and fostering a culture of continuous learning, as well as the development and successful delivery of the Company’s next generation collection platform. 

This role plans, organizes, and leads corporate training programs, ensuring effective execution at all levels. This includes maintaining consistency in training delivery, developing new programs, and ensuring alignment with the organization’s overall strategy and needs.

This role also involves close collaboration with leadership and management across departments and subsidiaries to ensure successful completion of training programs and continued development post-graduation. Training and development efforts extend beyond collectors/agents to include all staff.

Principle Responsibilities:

Strategic Planning and Leadership Responsibilities:

• Develops and executes effective training strategies: This includes aligning training initiatives with overall business goals and objectives.
• Leads and manages a team: Oversees training specialists, instructional designers, and other team members.
• Creates and manages budgets: Allocates resources for training programs, in connection with the Chief Legal & Compliance Officer and Chief Operating Officer and ensures effective spending.
• Fosters a culture of continuous learning: Encourages ongoing development and improvement among employees.
• Stays updated on industry trends: Incorporates new technologies and methodologies into training programs.
• Collaborates with leadership: Partners with senior management to identify talent needs and implement development plans.

Training and Talent Development:

• Supports talent acquisition: Plays a key role in recruiting and onboarding talent, ensuring the new hire process remains effective, consistent, and competitive.
• Assesses training needs: Identifies skills gaps and areas for improvement through various methods like surveys, QA scorecards, performance reviews, management feedback, key reporting, and gap analyses.
• Designs and implements training programs: Creates curriculum and materials, including remote learning, e-learning modules, and workshops for Operations, Compliance, Management, and HR, as needed.
• Oversees program delivery: Ensures effective and engaging training experiences, both in-person and online.
• Evaluates program effectiveness: Measures the impact of training on employee performance and makes necessary adjustments.
• Develops talent pipelines: Identifies and nurtures high-potential employees for future leadership roles.
• Advances Training Curricula: Develops, maintains, and updates training curricula for all projects in both purchasing and servicing segments.
• Demonstrate content mastery: Maintains a strong understanding of organizational policies, procedures, and client expectations.

Talent Management:

• Leads talent development: Oversee and manage all organizational trainers across all sites, including international locations.
• Implements learning management system: Implements and manages learning management system for workforce enterprise wide.
• Develops succession plans: Identifies and prepares employees for future leadership positions.
• Promotes diversity and inclusion: Ensures fair and equitable practices in hiring and promotion.
• Monitors and reports on talent metrics: Tracks key performance indicators related to talent acquisition, development, operations, and retention.
• Reviews and recommends learning management tools: Researches and promotes learning tools to improve content retention, improved performance, and accelerated learning curves.
• Collaborates for success: Works closely with departmental heads and managers to ensure timely execution of training programs and identify opportunities to improve overall effectiveness or add additional training programs.

Qualifications:

Skills and Competencies:

• Stay current with instructional technologies and industry best practices.
• Build professional networks, attend workshops, and participate in industry associations.
• Introduce relevant trends and innovations into the organization’s training strategy.
• Demonstrated experience in developing and delivering regulatory and compliance training, including, but not limited to: the FDCPA (Fair Debt Collection Practices Act) Regulation F, the FCRA (Fair Credit Reporting Act), CFPB (Consumer Financial Protection Bureau) guidelines and requirements, UDAAP (Unfair and Deceptive Actions or Practices), etc. 
• Proficiency in Learning Management Systems (LMS) for content delivery, tracking, and reporting. 
• Familiarity with call recording and quality monitoring systems, including NICE, Avaya, Verint, MegaCall, SpeechIQ, ZeroVariance, LiveVox, Davox, Five9, Prodigal

Education Requirements:

• A bachelor’s degree in human resources, Education, Organizational Development, Business Administration, or a related field is preferred.
• In lieu of post-high school education, ten (10) or more years of progressive experience in training and development may be considered. 
• Professional certifications in training, learning and development, or instructional design are a plus.

** This job description is to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this Company. This job description is not to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position. **