Posted in: Other in Austin | Posted: |
Job Description
The Client Care People and Client Experience Team aims to empower the Client Care organization to foster a culture that attracts, develops and engages people with a growth mindset who love to delight our clients sustainably by reducing clients’ effort with fast, easy and effective service models and resolution.
The Client Care Training Director will be responsible for developing, implementing, and directing our company's training strategy. This role ensures that all employees, specifically in Client Care, successfully build capabilities and expertise to meet and exceed client experiences
Responsibilities:
Lead a team of training professionals, fostering an environment of continuous learning and improvement. Ensure role-based competencies for trainers are kept up-to-date and that adequate production time is allocated for this purpose.
Partner with line of business leaders to assess and manage the training needs of Client Care Coordinate with workforce management to ensure training initiatives align with business objectives and workforce planning.
Evaluate the effectiveness of training programs and make improvements based on feedback and outcomes.
Keep abreast of the latest training trends, developments, and best practices, particularly in relation to adult learning principles.
Ensure course material accurately reflects and supports the business and strategic objectives of Visa and its clients within the given market Update course materials according to schedule, or more frequently as needed Implement training Key Performance Indicators (KPIs) and manage the training budget.
Develop and maintain relationships with external training suppliers and vendors. Serve as an expert in training design and adult learning principles, applying this expertise across the organization.
This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.