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Job Information

Bank of America Senior Proficiency Coach (Merchant Services) in Phoenix, Arizona

Senior Proficiency Coach (Merchant Services)

Newark, Delaware;Addison, Texas; Phoenix, Arizona

Job Description:

Line of Business Role Description

The Sr. Proficiency Coach designs and develops learning and practicing experiences for associates across multiple business functions supporting Merchant Services Operations. Merchant Services Operations is a diverse set of functions including client facing technical support desk, client servicing teams, and Settlement Operations. The goal of the Sr. Proficiency Coach is to facilitate learners in acquiring knowledge, skills and competencies in an effective and appealing way. This role position is responsible for designing learning content, monitoring continued development of training curriculums and conducting training for new and existing employees. Learning content includes but is not limited to: procedures, job aids, simulations, leader guides, manuals, agendas, associate communications, and huddles.

  • Facilitates training for new and existing employees using a variety of techniques, including discussions, role playing, team exercises, and visual learning content in and outside the classroom

  • Primarily facilitates training on programs, processes, procedures, software, and exceptional customer care

  • Works individually with front line associates to build their professional proficiency beyond standard skills acquired in training

  • Prepares and organizes activities and demonstrations to ensure all planned topics are covered according to the on-boarding timeline

  • Collaborates with the management team to design successful action plans that improve overall performance

  • May assign and manage workflow during on-boarding in coordination with site leadership

  • Conducts file and call reviews

  • Responsible for improvements in associate confidence and speed to proficiency

  • When not on-boarding, focus is on up-skilling and new initiatives for in-role associates, including coaching, training, and assessing performance

  • Supports unit conformity to prescribed standard work processes and reduction of variability in the unit

  • Supports business leader with operational routines and supports unit business continuity

  • Partners with leadership, L&LD, and other stakeholders to develop and deliver learning content

  • Provides exercises and activities to enhance the learning process

  • Proactively identify areas for improvement in process and regularly assess documentation and reports for accuracy and improvement

  • Drives timely completion of compliance WBTs

  • Provides support, coordinates, and facilitates nesting period post training for new hires

  • Evaluates the effectiveness of training programs and their outcomes

  • Conforms with all company policies and procedures

  • Perform other duties as assigned

Required Skills

  • Experience synthesizing a variety of performance data points to deliver a customized approach on how to improve employee performance

  • 2 + years facilitating classroom training sessions

  • 2+ years coaching, influencing, and driving adoption of change

  • 2+ years development of learning content

  • Experience synthesizing a variety of performance data points to deliver a customized approach on how to improve employee performance

  • Excellent grammar and writing abilities

  • Ability to distill technical and non-technical information and create well-crafted training content that is easily understood by front-line employees

  • Ability to multi-task: juggle and manage competing tasks and demands and deal with frequent change, delays or unexpected events

  • Must be a team player with strong attention to detail and able to work independently

  • Strong presentation skills w/ ability to present to peers, leaders and business partners

  • Microsoft Office applications including, but not limited to: Word, Visio, Excel, PowerPoint, Paint, and SharePoint

  • WebEx

Desired Skills

TechSmith SnagIt

Job Band:

H5

Shift:

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Line of Business Role Description

The Sr. Proficiency Coach designs and develops learning and practicing experiences for associates across multiple business functions supporting Merchant Services Operations. Merchant Services Operations is a diverse set of functions including client facing technical support desk, client servicing teams, and Settlement Operations. The goal of the Sr. Proficiency Coach is to facilitate learners in acquiring knowledge, skills and competencies in an effective and appealing way. This role position is responsible for designing learning content, monitoring continued development of training curriculums and conducting training for new and existing employees. Learning content includes but is not limited to: procedures, job aids, simulations, leader guides, manuals, agendas, associate communications, and huddles.

  • Facilitates training for new and existing employees using a variety of techniques, including discussions, role playing, team exercises, and visual learning content in and outside the classroom

  • Primarily facilitates training on programs, processes, procedures, software, and exceptional customer care

  • Works individually with front line associates to build their professional proficiency beyond standard skills acquired in training

  • Prepares and organizes activities and demonstrations to ensure all planned topics are covered according to the on-boarding timeline

  • Collaborates with the management team to design successful action plans that improve overall performance

  • May assign and manage workflow during on-boarding in coordination with site leadership

  • Conducts file and call reviews

  • Responsible for improvements in associate confidence and speed to proficiency

  • When not on-boarding, focus is on up-skilling and new initiatives for in-role associates, including coaching, training, and assessing performance

  • Supports unit conformity to prescribed standard work processes and reduction of variability in the unit

  • Supports business leader with operational routines and supports unit business continuity

  • Partners with leadership, L&LD, and other stakeholders to develop and deliver learning content

  • Provides exercises and activities to enhance the learning process

  • Proactively identify areas for improvement in process and regularly assess documentation and reports for accuracy and improvement

  • Drives timely completion of compliance WBTs

  • Provides support, coordinates, and facilitates nesting period post training for new hires

  • Evaluates the effectiveness of training programs and their outcomes

  • Conforms with all company policies and procedures

  • Perform other duties as assigned

Required Skills

  • Experience synthesizing a variety of performance data points to deliver a customized approach on how to improve employee performance

  • 2 + years facilitating classroom training sessions

  • 2+ years coaching, influencing, and driving adoption of change

  • 2+ years development of learning content

  • Experience synthesizing a variety of performance data points to deliver a customized approach on how to improve employee performance

  • Excellent grammar and writing abilities

  • Ability to distill technical and non-technical information and create well-crafted training content that is easily understood by front-line employees

  • Ability to multi-task: juggle and manage competing tasks and demands and deal with frequent change, delays or unexpected events

  • Must be a team player with strong attention to detail and able to work independently

  • Strong presentation skills w/ ability to present to peers, leaders and business partners

  • Microsoft Office applications including, but not limited to: Word, Visio, Excel, PowerPoint, Paint, and SharePoint

  • WebEx

Desired Skills

TechSmith SnagIt

Shift:

1st shift (United States of America)

Hours Per Week:

40

Learn more about this role

Full time

JR-21065959

Band: H5

Manages People: No

Travel: Yes, 10% of the time

Manager:

Talent Acquisition Contact:

Larisa McLaughlin

Referral Bonus:

0

Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity and affirmative action, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates.

To view the "EEO is the Law" poster, CLICK HERE (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) .

To view the "EEO is the Law" Supplement, CLICK HERE (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf) .

Bank of America aims to create a workplace free from the dangers and resulting consequences of illegal and illicit drug use and alcohol abuse. Our Drug-Free Workplace and Alcohol Policy (“Policy”) establishes requirements to prevent the presence or use of illegal or illicit drugs or unauthorized alcohol on Bank of America premises and to provide a safe work environment.

To view Bank of America’s Drug-free workplace and alcohol policy, CLICK HERE .

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