Director, Learning and Development - Operations

Drive the complete L&D program strategy, aligning member experience goals with data-informed learning portfolios

Mentor a team of experienced Senior Managers to foster a culture of creative collaboration and excellence

Manage the Operational Learning Library across various stages, from initial hire through active production

Utilizing diverse methodologies such as classroom sessions, huddle guides, and digital coach tools

Integrate AI tools to refine knowledge databases, streamline processes, and route administrative tasks of onboarding and L&D programs

Cultivate a robust continuous learning culture for both Operations managers and individual contributors

Find opportunities to optimize content to improve learner retention and increase accessibility through AI tools

Supervise all administrative training duties, including scheduling, record maintenance, and evaluations

Report on program impacts and necessary investments to senior leadership

Collaborate with enterprise L&D partners to maintain organizational alignment across Operations

Bachelor's degree in a relevant field; a Master's degree is preferred

8+ years managing teams within Operations, front-line teams across multiple business groups

10 years of experience in L&D or talent development, with a focus on training design

8+ years or more experience in banking or the fintech sector

Utilized AI tools and platforms to create adaptive learning pathways, curriculums, or agent real time assessments score, and performance gaps

Proven ability to deliver training effectively in person and in remote environments

Exceptional presentation skills and the ability to communicate with executive leadership

Knowledge of instructional design principles, adult learning methodologies and AI content development

A track record of developing call center or operational curricula

Competency in translating data analytics into actionable training improvements