Consumer Banking Training Manager

Axos Bank

Target Range:

$98,280.00 - $110,000.00

Actual starting pay will vary based on factors including, but not limited to, geographic location, experience, skills, specialty, and education.

Eligible for an Annual Discretionary Cash Bonus Target: 10%

Eligible for an Annual Discretionary Restricted Stock Units Bonus Target: 10%

These discretionary target bonuses may be awarded semi-annually based upon your achievement of performance goals and targets.

About This Job

The Training Manager will oversee all training operations for the Consumer Banking Support organization, under the direction and in partnership with the Consumer Banking division of Axos Bank. In addition to managing day-to-day operations, this individual will develop and shape the global learning and development strategy and activities.

The ideal candidate will demonstrate the ability to quickly identify and address training opportunities to improve the execution and proficiency of frontline support members through AI enablement, process enhancement and content development actions. This role requires someone who is process oriented, thrives in a fast-paced work environment, and acts with poise and agility when addressing rapidly changing priorities.

Responsibilities:

• Leverage AI insights to drive governance strategy and prioritization of training activities.
• Drive AI enablement initiatives to deliver efficiency and productivity gains.
• Leverage AI insights to prioritize configuration changes, support calibration efforts and updates to agent assist workflows.
• Standardize training modality, curriculum, and global onboarding experiences for stateside, near-shore and off-shore sites.
• Drive content development activities to reduce risk, optimize processes and procedures and improve customer experience.
• Analyze results and impact of training programs to ensure effectiveness of onboarding and training activities, improve tenure and retention metrics, and support career pathing initiatives.
• Support with the development and maintenance of internal knowledge base.
• Develop refresher training program to support global development and succession planning activities.
• Prioritize and delegate projects and deliverables to address training, knowledge, and process gaps identified through coaching opportunities, complaints, or quality assurance evaluations.    

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Qualifications:

• At least 2 years of experience managing a training department.
• Experience developing training materials to facilitate instructor led or remote training models.
• Content development experience developing policy & procedure, quick reference guides, systems, and internal knowledge base documentation.
• Admin experience and proficiency with learning management system.
• Bachelor's Degree
• Strong written and verbal communication skills and ability to present information in a clear and concise manner.
• Experience working in a fast-paced environment and ability to manage projects with a varying degree of complexity and difficulty. 
• Project management experience with focus on root cause analysis and designing/implementing projects, to impact key performance indicators.
• Experience conducting in-person coaching, development, and interactive training sessions in call center environment.
• Proficient Microsoft Office Suite or related software.

Axos Employee Benefits May Include:

About Axos

Born digital-first, Axos delivers financial tools and services that allow individuals, small businesses, and companies to access and manage their money how, when, and where they want. We’re a diverse team of dynamic, insightful, and independent innovators who are excited to provide technology-driven solutions that offer unbeatable value to our customers.

Axos Financial is our holding company and is publicly traded on the New York Stock Exchange under the symbol "AX" (NYSE: AX).

Learn more about working at Axos

Pre-Employment Background Check and Drug Test:

All offers are contingent upon the candidate successfully passing a credit check, criminal background check, and pre-employment drug screening, which includes screening for marijuana. Axos Bank is a federally regulated banking institution. At the federal level, marijuana is an illegal schedule 1 drug; therefore, we will not employ any person who tests positive for marijuana, regardless of state legalization.

Equal Employment Opportunity:

Axos is an Equal Opportunity employer. We are committed to providing equal employment opportunities to all employees and applicants without regard to race, religious creed, color, sex (including pregnancy, breast feeding and related medical conditions), gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship status, military and veteran status, marital status, age, protected medical condition, genetic information, physical disability, mental disability, or any other protected status in accordance with all applicable federal, state, and local laws.

Job Functions and Work Environment:

While performing the duties of this position, the employee is required to sit for extended periods of time. Manual dexterity and coordination are required while operating standard office equipment such as computer keyboard and mouse, calculator, telephone, copiers, etc.

The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.