Job Description

GENERAL SUMMARY

This role partners with leaders to translate business objectives into learning solutions that measurably improve performance, employee readiness, member experience, support organizational goals, and foster a culture of continuous development across the credit union. It advances Talent & Culture strategic priorities by enhancing training programs and consulting on employee performance through data-informed insights. It strengthens organizational readiness and supports a continuous learning culture by maintaining the training library and ensuring all resources are accurate and up to date.

PRINCIPAL ACCOUNTABILITIES (95%)

Training Design & Delivery

• Designs and delivers learning experiences that enable role-proficiency and outcome-based learner development on a variety of topics, including but not limited to, back-office operations, branch operations, teller skills, lending, sales skills, product knowledge, cross-selling, supervisory skills, and management development.
• Ensures learning resources support consistent performance across all internal teams.
• Leverages learning technologies to strengthen compliance, readiness, and scalability within all training library materials, resources and online catalogs.
• Contributes to team cohesiveness and cross-training by operating as back-up for other Learning & Development department staff in their absence.
• Implements, updates, and maintains all assigned training programs.

Measurement & Continuous Improvement

• Measures results of in-house training and organization development programs to determine impact organizationally and individually.
• Researches, recommends, and implements quality and productivity improvement programs to address employee morale, teamwork, and external training programs.
• Encouraged to pursue professional certifications such as CPTM or equivalent to stay current with industry best practices and contribute to a high-performing L&D function.
• Consistently reports to work on time, as scheduled.

Performance Consulting & Needs Analysis

• Conducts needs assessments to diagnose training and development needs including the use of surveys, focus groups, interviews, direct job observations, and reviews of existing organizational data. Analyzes data to determine the cause of performance problems at individual, team, and organizational levels.
• Coaches training participants in early stages of development to transition new employees from the training environment to the live environment; evaluates performance and provides feedback to trainees and respective management.

Stakeholder Engagement & Communication

• Advises as the primary L&D liaison for the region, tailoring training initiatives to local operational needs while aligning with company-wide standards.
• Partners with operational leaders to understand goals, constraints, and success measures.
• Organizes and delivers occasional training projects.

Learning Technology & LMS Administration

• Administers the Learning Management System to maintain training records, track courses, offerings, and training program participation; and completes the annual compliance training program in accordance with CCU policy.
• At times, supports compliance adherence by maintaining and distributing training reports.

SECONDARY ACCOUNTABILITIES (5%)

• Works on special projects, as assigned.
• Performs other duties as assigned.
• Complies with BSA requirement as commensurate with position.

SUPERVISORY RESPONSIBILITIES

No supervisory responsibilities.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

Desired to have a minimum of 3 years of formal training experience or professional certificate from a Learning & Development industry organization. In addition, strong oral, presentation, and written communication skills plus a demonstrated ability to synthesize information into understandable training instruction. Required to have a valid state approved Driver License and must be able to travel 10 percent or more of the time.

Preferred Skills

• Strong knowledge of credit union branch operations and back-office operations.
• Ability to maintain a high degree of confidentiality when dealing with employee matters & information
• Working knowledge of Microsoft Office Suite of Products including, Word, Excel, PowerPoint, Outlook, Project, Publisher and OneNote.
• Familiarity with immersive learning technologies (e.g., XR, AI-based simulations) as referenced in recent webinars.
• Experience with data-driven training evaluation and ROI measurement frameworks.
• Exposure to DEIB-focused learning strategies

Language Skills

Ability to read, analyze, and interpret common research and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from members, regulatory agencies, or members of the community. Ability to effectively present information to top management, public groups, and/or boards of directors just as one would to present to frontline employees.

Mathematical Skills

Ability to work with mathematical concepts such as ratios, multiplication, and statistical inference, as they would apply in credit union occurrences. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in any format and comprehend a blend of several abstract and concrete variables.

Work Environment

Work is performed in a general office environment. This position does not require significant physical effort. However, while primarily office-based, this role will require standing and facilitating training sessions for extended periods (up to 6–7 hours) on a regular basis. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. Refer to the Safety & Health Policy found in California Credit Union’s Employee Handbook & Resource Guide.

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