This role will be located in our Lincoln, NE office.

What does a great Manager, Client Training do?
The Client Care team is a small group of 11 Subject Matter Experts support various product lines across Fiserv working with Bank clients. This role is key to the success of learning, performance, and interaction of the Client Care team with our many clients, partners and consumers. This is an excellent opportunity for you to put your leadership and strategic planning expertise to drive success, quality, and client satisfaction from our team to the highest levels.

The Client Care team strives to be the best strategic partner to our clients and business partners inside and external to our operation. The Manager, Client Training provides leadership and governance in projects identified by the department to drive long-term strategic success. You will be responsible for driving the training program, coaching/developing the training team and increasing their ability to deliver quality training.

You will oversee the development of facilitator careers by identifying goals, setting performance metrics, evaluating productivity, and offering continual communication and direction. You will be responsible for achieving revenue targets for the team, managing relationships with internal executives, and oversight of scheduling and prioritization of work.

POSITION DESCRIPTION
The Manager of Client Training provides leadership and governance in projects, curriculum development, curriculum delivery, program development, employee communications, documentation, and staff development identified by department to drive long-term strategic goals. Responsible for overall Client Care development of the department and the maintenance of communication and documentation strategies. In addition, the Manager is responsible for coaching/developing training staff members on the team and increasing their ability to deliver quality training. They will oversee the development of staff member’s careers by identifying goals, setting performance metrics, evaluating productivity, and offering continual communication and direction.
This person is responsible for achieving revenue targets for their team, managing relationships with internal executives, and oversight of scheduling and prioritization of work. This person will lead by example, demonstrating both the Fiserv and Client Care values.

KEY ACCOUNTABILITIES

• Manages activities of team of individual contributors.
• May contribute to the development and outcome of department strategic goals
• Responsible for conducting appraisals, feedback to employees and handling team work allocations
• Functional or process leadership; medium level of complexity and ambiguity; tactical responsibilities.
• Possesses a broad and comprehensive understanding of the different systems/products and services in the market/organization and practices of relevant discipline.
• Creates and executes projects/programs/plans and revises as needed. Establishes and maintains client relationships as well as vendor and internal stakeholder relationships. May serve as the primary contact for clients and vendors. Provides and supports product business development activities within own department.
• Possesses the ability to effectively communicate successes and failures of a model, processes and procedures with clear understanding of success.
• Works closely with the Account Manager and Client Partners to monitor service and products
• Active participation in team efforts to develop training materials, client presentation methods and internal Client Care administrative processes.
• As needed provide onsite client training/consulting
  
  • Maintain departmental documentation and website
  • Maintain departmental scheduling

You will need to have:

• High School Diploma
• 3+ years of management/leadership experience
• 3+ years of experience working with or within a financial institution.
• Ability to travel 25%

It would be nice to have:

• Bachelor’s in business administration or finance
• Training experience