4 days old

Operations Analyst - Trainer - Westerville, OH

JPMorgan Chase & Co.
Westerville, OH 43081
  • Job Code

Operations Analyst - Trainer - Westerville, OH

Req #: 190107782
Location: Westerville, OH, US
Job Category: Operations
Potential Referral Amount: 0 US Dollar (USD)

Manage end to end learning and development programs for a Customer Experience & Servicing (CE&S) Service Center to ensure staff has the skills and competencies to deliver superior customer experiences. This position will identify learning needs/gaps, formulate solutions, develop content (utilizing a blended learning approach leveraging adult learning practices) and measure effectiveness of development activities. This program includes the on-boarding of new hires, roll-out of firm wide programs, change initiatives, refresher/up-training, behavior-based skills and periodic development assessments.  The CE&S Service Center supports a variety of operations subject matter: (Research & Adjustments, Exceptions & Returns, Account Confirmations, MICR Quality, ATM CARR, Item Processing, and Payment Exception Solutions, COAL, Retirement Services, Teller Recon, Cash, Subpoena).

 New hire training and oversight:

  • Manage an end-to-end (present and facilitate) new hire training program
  • Responsible for the content design (subject matter and customer service skills) and delivery (classroom, CBT, job aids)
  • Incorporates knowledge checks/assessments to ensure comprehension
  • Post-training: conduct staff assessments/evaluations to determine further knowledge and skill opportunities
  • Identify learning opportunities (via call listening, shadowing), provide coaching and input to Team Leads and Managers
  • Up-training/Refresher/Customer Experience training
  • As needed, conduct needs/skill gap analysis to identify opportunities to drive/reinforce a customer-centric culture (conduct assessments, MWI mining, call monitoring, Quality Assurance feedback, banker feedback, etc.)
  • Develop and deploy training strategies to support the onboarding of new subject matter, implementations, processes (own development or partner with L&D
  • Support the roll out and facilitation of Customer Experience training
  • Program Administration
  • Documentation: ensure training programs are well documented and processes established
  • Procedures: provide input on procedures, assist with awareness/training and change management communications
  • Tracking/Reporting: ensure all staff training deliverables are met and reporting is provided to supervisors on delinquencies
  • Partner with Production Support analysts on scheduling to ensure production is not negatively impacted
  • Calendar/Communications: provide transparency to team on upcoming training (schedules, discussions at PMRs, etc)
  • Provide supervisors/managers with insight into staff opportunities and strengths
  • Measure effectiveness: solicit feedback on program from both staff and managers
  • Required 20% travel


  • Required 1-2 years' experience in designing and delivering training (virtual and classroom)
  • Experience in adult learning and instructional design methods is highly desirable
  • Bachelors' degree in related field (Instructional Design, Communications,
  • Education, Technical Training) or equivalent work experience
  • Excellent MS Office skills including Word and PowerPoint
  • Excellent organizational, interpersonal and communication skills both written and verbal form)

  • Ability to analyze technical information and synthesize it into effective training solutions

  • Demonstrated ability to work independently 
  • Operations/Financial Services experience preferred 







Keyword: consumer%20banking


Posted: 2019-12-03 Expires: 2020-01-02

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Operations Analyst - Trainer - Westerville, OH

JPMorgan Chase & Co.
Westerville, OH 43081

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