Retail Banking Training & Development Manager

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    "raw": "Corporate 180 - Arlington, MA 02474; 180 Massachusetts Ave, Arlington, MA, 2474, USA",
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  "detail": {
    "city": "Arlington",
    "jobId": 192153,
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    "jobTitle": "Retail Banking Training & Development Manager",
    "location": "Corporate 180 - Arlington, MA 02474",
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    "clientCode": "11V69",
    "remoteType": "Hybrid",
    "description": "<p>Leader Bank is looking for exceptionally dedicated team members to join one of the country&rsquo;s fastest growing community banks and mortgage lenders. At the time of its founding in 2002, Leader Bank had one branch office, $6.5 million in assets and 7 team members. Since then, the Bank has become one of the most successful banks in Massachusetts with $5 billion in assets, more than 400 team members, 6 branch offices, and annual mortgage originations of over $3 billion.</p>\r\n\r\n<p>Exemplary products and an innovative spirit have driven Leader Bank&rsquo;s rapid growth over the years, and our team members embrace these values. Our mission is to obsess over our clients, make them feel valued, and maintain long-term relationships with them by constantly enhancing our products and processes to always improve our client experience. For our team members, Leader Bank prioritizes competitive compensation and benefits, a healthy work-life balance, and an environment that fosters diversity and inclusion.</p>\r\n\r\n<p style=\"margin-bottom:7px;\">&nbsp;</p>\r\n\r\n<p style=\"margin-bottom:7px;\"><span style=\"line-height:116%;\"><span style=\"font-family:Aptos, sans-serif;\"><b><span style=\"line-height:116%;\"><span style=\"color:#1a1a1a;\">Summary</span></span></b></span></span></p>\r\n\r\n<p style=\"margin-bottom:11px;\"><span style=\"line-height:116%;\"><span style=\"font-family:Aptos, sans-serif;\"><span style=\"line-height:116%;\">The Manager of Training &amp; Development is responsible for designing, delivering, and continuously improving training programs across Retail Banking to strengthen service quality, team member capability, and client experience. Reporting to the AVP of Retail Banking, this role serves as a key driver of Leader Bank&rsquo;s service culture, ensuring consistent execution of the WOW Call / I.C.A.R.E. client service framework across all retail locations.&nbsp; This position is not based in a single location and requires regular travel across retail banking sites based on business needs.</span></span></span></p>\r\n\r\n<p style=\"margin-bottom:11px;\"><span style=\"line-height:116%;\"><span style=\"font-family:Aptos, sans-serif;\">&nbsp;</span></span></p>\r\n\r\n<p><span style=\"line-height:116%;\"><span style=\"font-family:Aptos, sans-serif;\"><b><span style=\"line-height:116%;\">Responsibilities</span></b><br />\r\n&nbsp;<br />\r\n<b><span style=\"line-height:116%;\">Client Service Culture &amp; Standards</span></b></span></span></p>\r\n\r\n<ul style=\"margin-bottom:5px;\">\r\n\t<li style=\"margin-bottom:5px;\"><span style=\"line-height:normal;\"><span style=\"font-family:Aptos, sans-serif;\"><span style=\"color:#1a1a1a;\">Define and embed Leader Bank&#39;s client service standards across all branches &mdash; in-person and phone</span></span></span></li>\r\n\t<li style=\"margin-bottom:5px;\"><span style=\"line-height:normal;\"><span style=\"font-family:Aptos, sans-serif;\"><span style=\"color:#1a1a1a;\">Develop and maintain a Client Service Playbook that codifies expectations, scripts, and best practices</span></span></span></li>\r\n\t<li style=\"margin-bottom:5px;\"><span style=\"line-height:normal;\"><span style=\"font-family:Aptos, sans-serif;\"><span style=\"color:#1a1a1a;\">Create branch-level service culture initiatives that connect front-line bankers to the &#39;why&#39; behind client experience</span></span></span></li>\r\n\t<li style=\"margin-bottom:5px;\"><span style=\"line-height:normal;\"><span style=\"font-family:Aptos, sans-serif;\"><span style=\"color:#1a1a1a;\">Champion a recognition culture that celebrates WOW moments and reinforces desired behaviors</span></span></span></li>\r\n\t<li style=\"margin-bottom:5px;\"><span style=\"line-height:normal;\"><span style=\"font-family:Aptos, sans-serif;\"><span style=\"color:#1a1a1a;\">Benchmark Leader Bank&#39;s service standards against best-in-class community banks and regional competitors</span></span></span></li>\r\n\t<li style=\"margin-bottom:5px;\"><span style=\"line-height:normal;\"><span style=\"font-family:Aptos, sans-serif;\"><span style=\"color:#1a1a1a;\">Own, evolve, and scale the WOW Call training program across all retail branches and the EB Call Center</span></span></span></li>\r\n\t<li style=\"margin-bottom:5px;\"><span style=\"line-height:normal;\"><span style=\"font-family:Aptos, sans-serif;\"><span style=\"color:#1a1a1a;\">Facilitate live and recorded I.C.A.R.E. training sessions for new hires, existing bankers, and branch managers</span></span></span></li>\r\n\t<li style=\"margin-bottom:5px;\"><span style=\"line-height:normal;\"><span style=\"font-family:Aptos, sans-serif;\"><span style=\"color:#1a1a1a;\">Maintain and update all training materials, scorecards, audit tools, and recognition program assets</span></span></span></li>\r\n\t<li style=\"margin-bottom:5px;\"><span style=\"line-height:normal;\"><span style=\"font-family:Aptos, sans-serif;\"><span style=\"color:#1a1a1a;\">Partner with Branch Managers to monitor call quality scores and drive continuous improvement</span></span></span></li>\r\n\t<li style=\"margin-bottom:5px;\"><span style=\"line-height:normal;\"><span style=\"font-family:Aptos, sans-serif;\"><span style=\"color:#1a1a1a;\">Analyze audit results monthly and identify branch-level coaching opportunities</span></span></span></li>\r\n</ul>\r\n\r\n<p><span style=\"line-height:116%;\"><span style=\"font-family:Aptos, sans-serif;\">&nbsp;<br />\r\n<span style=\"line-height:116%;\"><b>Compliance and Regulatory Training</b></span></span></span></p>\r\n\r\n<ul style=\"margin-bottom:5px;\">\r\n\t<li style=\"margin-bottom:5px;\"><span style=\"line-height:normal;\"><span style=\"font-family:Aptos, sans-serif;\"><span style=\"color:#1a1a1a;\">Partner with Compliance to ensure all required regulatory training (BSA/AML, FDIC, privacy, fair lending) is delivered on schedule and documented</span></span></span></li>\r\n\t<li style=\"margin-bottom:5px;\"><span style=\"line-height:normal;\"><span style=\"font-family:Aptos, sans-serif;\"><span style=\"color:#1a1a1a;\">Maintain training completion records and certifications for all retail staff</span></span></span></li>\r\n\t<li style=\"margin-bottom:5px;\"><span style=\"line-height:normal;\"><span style=\"font-family:Aptos, sans-serif;\"><span style=\"color:#1a1a1a;\">Translate complex compliance content into engaging, understandable training that sticks</span></span></span></li>\r\n\t<li style=\"margin-bottom:5px;\"><span style=\"line-height:normal;\"><span style=\"font-family:Aptos, sans-serif;\"><span style=\"color:#1a1a1a;\">Support audit readiness by ensuring training documentation is current and accessible</span></span></span></li>\r\n</ul>\r\n\r\n<p style=\"margin-bottom:5px;\"><span style=\"line-height:normal;\"><span style=\"font-family:Aptos, sans-serif;\"><b>Onboarding and New Hire Training</b></span></span></p>\r\n\r\n<ul style=\"margin-bottom:5px;\">\r\n\t<li style=\"margin-bottom:5px;\"><span style=\"line-height:normal;\"><span style=\"font-family:Aptos, sans-serif;\"><span style=\"color:#1a1a1a;\">Design and facilitate a structured onboarding program for all new Retail Banking hires</span></span></span></li>\r\n\t<li style=\"margin-bottom:5px;\"><span style=\"line-height:normal;\"><span style=\"font-family:Aptos, sans-serif;\"><span style=\"color:#1a1a1a;\">Ensure every new banker understands Leader Bank&#39;s culture, values, service standards, and I.C.A.R.E. framework before client-facing deployment</span></span></span></li>\r\n\t<li style=\"margin-bottom:5px;\"><span style=\"line-height:normal;\"><span style=\"font-family:Aptos, sans-serif;\"><span style=\"color:#1a1a1a;\">Create role-specific onboarding tracks for Tellers, Personal Bankers, and Branch Managers</span></span></span></li>\r\n\t<li style=\"margin-bottom:5px;\"><span style=\"line-height:normal;\"><span style=\"font-family:Aptos, sans-serif;\"><span style=\"color:#1a1a1a;\">Establish 30/60/90-day competency checkpoints for all new retail staff</span></span></span></li>\r\n</ul>\r\n\r\n<p style=\"margin-bottom:5px;\">&nbsp;</p>\r\n\r\n<p style=\"margin-bottom:5px;\"><span style=\"line-height:normal;\"><span style=\"font-family:Aptos, sans-serif;\"><b>Measurement &amp; Reporting</b></span></span></p>\r\n\r\n<ul>\r\n\t<li><span style=\"line-height:normal;\"><span style=\"font-family:Aptos, sans-serif;\"><span style=\"color:#1a1a1a;\">Track and report training completion rates, call quality scores, and client service KPIs to AVP and Head of Retail monthly</span></span></span></li>\r\n\t<li><span style=\"line-height:normal;\"><span style=\"font-family:Aptos, sans-serif;\"><span style=\"color:#1a1a1a;\">Use data from the WOW Call Scorecard and branch audits to identify trends and adjust training priorities</span></span></span></li>\r\n\t<li><span style=\"line-height:normal;\"><span style=\"font-family:Aptos, sans-serif;\"><span style=\"color:#1a1a1a;\">Evaluate training effectiveness through pre/post assessments, mystery shop results, and manager feedback</span></span></span></li>\r\n\t<li><span style=\"line-height:normal;\"><span style=\"font-family:Aptos, sans-serif;\"><span style=\"color:#1a1a1a;\">Present quarterly training impact reports with actionable insights</span></span></span></li>\r\n</ul>\r\n\r\n<p style=\"margin-bottom:5px;\">&nbsp;</p>\r\n\r\n<p><span style=\"line-height:116%;\"><span style=\"font-family:Aptos, sans-serif;\"><b><span style=\"line-height:116%;\">Skills &amp; Qualifications</span></b><br />\r\n<span style=\"line-height:116%;\">&nbsp;&bull; Proven excellence in employee onboarding, training, and engagement strategies</span><br />\r\n<span style=\"line-height:116%;\">&nbsp;&bull; In-depth knowledge of banking systems, operations, and project management principles</span><br />\r\n<span style=\"line-height:116%;\">&nbsp;&bull; Highly skilled in process optimization and cross-departmental collaboration.</span><br />\r\n<span style=\"line-height:116%;\">&nbsp;&bull; Strong communicator with demonstrated leadership in team development and strategic initiatives</span></span></span></p>\r\n\r\n<p>&nbsp;</p>\r\n\r\n<table class=\"Table\" style=\"width:6.5in;border-collapse:collapse;border:none;\" width=\"624\">\r\n\t<tbody>\r\n\t\t<tr>\r\n\t\t\t<td style=\"border-bottom:none;width:312px;padding:0in 13px 0in 0in;border-top:none;border-right:none;border-left:none;\" valign=\"top\">\r\n\t\t\t<p style=\"margin-left:24px;\"><span style=\"line-height:116%;\"><span style=\"font-family:Aptos, sans-serif;\"><b><span style=\"line-height:116%;\">First 90 Days</span></b></span></span></p>\r\n\r\n\t\t\t<ul>\r\n\t\t\t\t<li><span style=\"line-height:116%;\"><span style=\"font-family:Aptos, sans-serif;\"><span style=\"line-height:116%;\">I.C.A.R.E. training delivered to 100% of retail staff</span></span></span></li>\r\n\t\t\t\t<li><span style=\"line-height:116%;\"><span style=\"font-family:Aptos, sans-serif;\"><span style=\"line-height:116%;\">WOW Call audit cadence running in all branches</span></span></span></li>\r\n\t\t\t\t<li><span style=\"line-height:116%;\"><span style=\"font-family:Aptos, sans-serif;\"><span style=\"line-height:116%;\">New hire onboarding program documented and launched</span></span></span></li>\r\n\t\t\t\t<li><span style=\"line-height:116%;\"><span style=\"font-family:Aptos, sans-serif;\"><span style=\"line-height:116%;\">Compliance training calendar built and on track</span></span></span></li>\r\n\t\t\t\t<li><span style=\"line-height:116%;\"><span style=\"font-family:Aptos, sans-serif;\"><span style=\"line-height:116%;\">Relationships established with all Branch Managers</span></span></span></li>\r\n\t\t\t</ul>\r\n\t\t\t</td>\r\n\t\t\t<td style=\"border-bottom:none;width:312px;padding:0in 0in 0in 13px;border-top:none;border-right:none;border-left:none;\" valign=\"top\">\r\n\t\t\t<p style=\"margin-left:24px;\"><span style=\"line-height:116%;\"><span style=\"font-family:Aptos, sans-serif;\"><b><span style=\"line-height:116%;\">6&ndash;12 Months</span></b></span></span></p>\r\n\r\n\t\t\t<ul>\r\n\t\t\t\t<li><span style=\"line-height:116%;\"><span style=\"font-family:Aptos, sans-serif;\"><span style=\"line-height:116%;\">Average WOW Call scores trending upward branch-wide</span></span></span></li>\r\n\t\t\t\t<li><span style=\"line-height:116%;\"><span style=\"font-family:Aptos, sans-serif;\"><span style=\"line-height:116%;\">Client Service Playbook complete and distributed</span></span></span></li>\r\n\t\t\t\t<li><span style=\"line-height:116%;\"><span style=\"font-family:Aptos, sans-serif;\"><span style=\"line-height:116%;\">Product knowledge training library built out</span></span></span></li>\r\n\t\t\t\t<li><span style=\"line-height:116%;\"><span style=\"font-family:Aptos, sans-serif;\"><span style=\"line-height:116%;\">Recognition program generating visible WOW moments</span></span></span></li>\r\n\t\t\t\t<li><span style=\"line-height:116%;\"><span style=\"font-family:Aptos, sans-serif;\"><span style=\"line-height:116%;\">Training impact metrics reported to leadership&nbsp;</span></span></span></li>\r\n\t\t\t</ul>\r\n\t\t\t</td>\r\n\t\t</tr>\r\n\t</tbody>\r\n</table>\r\n\r\n<p>&nbsp;</p>\r\n\r\n<p><span style=\"line-height:116%;\"><span style=\"font-family:Aptos, sans-serif;\"><b><span style=\"line-height:116%;\">Requirements</span></b></span></span></p>\r\n\r\n<ul>\r\n\t<li><span style=\"line-height:116%;\"><span style=\"font-family:Aptos, sans-serif;\"><span style=\"line-height:116%;\">Bachelor&rsquo;s degree or Associate&rsquo;s degree</span></span></span></li>\r\n\t<li><span style=\"line-height:116%;\"><span style=\"font-family:Aptos, sans-serif;\"><span style=\"line-height:116%;\">3&ndash;5+ years of experience in training, learning &amp; development, or a related field &mdash;&nbsp;</span></span></span></li>\r\n\t<li><span style=\"line-height:116%;\"><span style=\"font-family:Aptos, sans-serif;\"><span style=\"line-height:116%;\">Demonstrated experience designing and facilitating learning programs</span></span></span></li>\r\n\t<li><span style=\"line-height:116%;\"><span style=\"font-family:Aptos, sans-serif;\"><span style=\"line-height:116%;\">Strong understanding of client service principles and operations</span></span></span></li>\r\n\t<li><span style=\"line-height:116%;\"><span style=\"font-family:Aptos, sans-serif;\"><span style=\"line-height:116%;\">Exceptional communication and presentation skills &mdash; able to engage and inspire front-line staff</span></span></span></li>\r\n\t<li><span style=\"line-height:116%;\"><span style=\"font-family:Aptos, sans-serif;\"><span style=\"line-height:116%;\">Highly organized with project management capability; able to manage multiple programs simultaneously</span></span></span></li>\r\n\t<li><span style=\"line-height:116%;\"><span style=\"font-family:Aptos, sans-serif;\"><span style=\"line-height:116%;\">Proficiency in Microsoft Office (Word, Excel, PowerPoint)</span></span></span></li>\r\n\t<li><span style=\"line-height:116%;\"><span style=\"font-family:Aptos, sans-serif;\"><b><span style=\"line-height:116%;\">Preferred:</span></b></span></span></li>\r\n\t<li><span style=\"line-height:116%;\"><span style=\"font-family:Aptos, sans-serif;\"><span style=\"line-height:116%;\">Experience in banking or with branch network management</span></span></span></li>\r\n\t<li><span style=\"line-height:116%;\"><span style=\"font-family:Aptos, sans-serif;\"><span style=\"line-height:116%;\">Background in call quality monitoring, coaching frameworks, or contact center training</span></span></span></li>\r\n\t<li><span style=\"line-height:116%;\"><span style=\"font-family:Aptos, sans-serif;\"><span style=\"line-height:116%;\">Familiarity with compliance training requirements in a regulated banking environment</span></span></span></li>\r\n\t<li><span style=\"line-height:116%;\"><span style=\"font-family:Aptos, sans-serif;\"><span style=\"line-height:116%;\">Experience building recognition and incentive programs tied to service performance</span></span></span></li>\r\n</ul>\r\n\r\n<p>&nbsp;</p>\r\n\r\n<p>Leader Bank offers an excellent compensation and benefits package including 401k plan with corporate match, medical and dental insurance, and the opportunity to work for a fast growing, local organization.</p>\r\n\r\n<p>Leader Bank, N.A. is an Equal Opportunity and Affirmative Action employer and does not discriminate on the basis of race, color, religion, age, gender, marital status, sexual orientation, national origin, disability, military status, veteran status, or any other protected class.&nbsp;</p>\r\n\r\n<p>The base salary range below represents the low and high end of the Leader Bank salary range for this position. Actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance.</p>\r\n\r\n<p>Salary Minimum: $80,000.00 - Salary Max: $100,000.00</p>\r\n\r\n<p>The range listed is just one component of Leader Bank&rsquo;s total compensation package for team members. Other rewards may include annual bonuses, commissions, short- and long-term incentives, and program-specific awards. In addition, Leader Bank provides a variety of benefits to eligible team members, including health insurance coverage, a team member wellness program, life and disability insurance, a retirement savings plan, paid holidays and paid time off and vacation.</p>\r\n\r\n<p>Leader Bank, N.A. is an Equal Opportunity and Affirmative Action employer and does not discriminate on the basis of race, color, religion, age, gender, marital status, sexual orientation, national origin, disability, military status, veteran status or any other protected class.</p>\r\n\r\n<p>Leader Bank is an E-Verify&reg; participant. * For more information, click on the links below:</p>\r\n\r\n<p><a href=\"https://www.everify.gov/sites/default/files/everify/images/manuals/EVParticipationPoster.JPG\" rel=\"noreferrer noopener\" target=\"_blank\">https://www.everify.gov/sites/default/files/everify/images/manuals/EVParticipationPoster.JPG</a></p>\r\n\r\n<p><a href=\"https://www.e-verify.gov/sites/default/files/everify/images/manuals/IERPoster.jpg\" rel=\"noreferrer noopener\" target=\"_blank\">https://www.e-verify.gov/sites/default/files/everify/images/manuals/IERPoster.jpg</a></p>\r\n\r\n<p><em>* E-Verify&reg; is a registered trademark of U.S. Department of Homeland Security</em></p>\r\n",
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    "googleJobJson": "{\"@context\":\"https://schema.org/\",\"@type\":\"JobPosting\",\"title\":\"Retail Banking Training & Development Manager\",\"identifier\":\"J11V69192153\",\"url\":\"https://www.paycomonline.net/v4/ats/web.php/portal/2D0660F048D1577553C84DA2E7E542E0/jobs/192153\",\"image\":\"https://www.paycomonline.net/v4/ats/web.php/application/style/logo?clientkey=2D0660F048D1577553C84DA2E7E542E0\",\"baseSalary\":{\"@type\":\"MonetaryAmount\",\"currency\":\"USD\",\"value\":{\"@type\":\"QuantitativeValue\",\"minValue\":80000,\"maxValue\":110000,\"unitText\":\"\"}},\"datePosted\":\"2026-05-18\",\"description\":\"Job DetailsJob Location: Corporate 180 - Arlington, MA 02474Position Type: Full TimeSalary Range: $80,000.00 - $110,000.00 SalaryLeader Bank is looking for exceptionally dedicated team members to join one of the country&rsquo;s fastest growing community banks and mortgage lenders. At the time of its founding in 2002, Leader Bank had one branch office, $6.5 million in assets and 7 team members. Since then, the Bank has become one of the most successful banks in Massachusetts with $5 billion in assets, more than 400 team members, 6 branch offices, and annual mortgage originations of over $3 billion.\\r\\n\\r\\nExemplary products and an innovative spirit have driven Leader Bank&rsquo;s rapid growth over the years, and our team members embrace these values. Our mission is to obsess over our clients, make them feel valued, and maintain long-term relationships with them by constantly enhancing our products and processes to always improve our client experience. For our team members, Leader Bank prioritizes competitive compensation and benefits, a healthy work-life balance, and an environment that fosters diversity and inclusion.\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nSummary\\r\\n\\r\\nThe Manager of Training &amp; Development is responsible for designing, delivering, and continuously improving training programs across Retail Banking to strengthen service quality, team member capability, and client experience. Reporting to the AVP of Retail Banking, this role serves as a key driver of Leader Bank&rsquo;s service culture, ensuring consistent execution of the WOW Call / I.C.A.R.E. client service framework across all retail locations.&nbsp; This position is not based in a single location and requires regular travel across retail banking sites based on business needs.\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nResponsibilities\\r\\n&nbsp;\\r\\nClient Service Culture &amp; Standards\\r\\n\\r\\n\\r\\n\\tDefine and embed Leader Bank&#39;s client service standards across all branches &mdash; in-person and phone\\r\\n\\tDevelop and maintain a Client Service Playbook that codifies expectations, scripts, and best practices\\r\\n\\tCreate branch-level service culture initiatives that connect front-line bankers to the &#39;why&#39; behind client experience\\r\\n\\tChampion a recognition culture that celebrates WOW moments and reinforces desired behaviors\\r\\n\\tBenchmark Leader Bank&#39;s service standards against best-in-class community banks and regional competitors\\r\\n\\tOwn, evolve, and scale the WOW Call training program across all retail branches and the EB Call Center\\r\\n\\tFacilitate live and recorded I.C.A.R.E. training sessions for new hires, existing bankers, and branch managers\\r\\n\\tMaintain and update all training materials, scorecards, audit tools, and recognition program assets\\r\\n\\tPartner with Branch Managers to monitor call quality scores and drive continuous improvement\\r\\n\\tAnalyze audit results monthly and identify branch-level coaching opportunities\\r\\n\\r\\n\\r\\n&nbsp;\\r\\nCompliance and Regulatory Training\\r\\n\\r\\n\\r\\n\\tPartner with Compliance to ensure all required regulatory training (BSA/AML, FDIC, privacy, fair lending) is delivered on schedule and documented\\r\\n\\tMaintain training completion records and certifications for all retail staff\\r\\n\\tTranslate complex compliance content into engaging, understandable training that sticks\\r\\n\\tSupport audit readiness by ensuring training documentation is current and accessible\\r\\n\\r\\n\\r\\nOnboarding and New Hire Training\\r\\n\\r\\n\\r\\n\\tDesign and facilitate a structured onboarding program for all new Retail Banking hires\\r\\n\\tEnsure every new banker understands Leader Bank&#39;s culture, values, service standards, and I.C.A.R.E. framework before client-facing deployment\\r\\n\\tCreate role-specific onboarding tracks for Tellers, Personal Bankers, and Branch Managers\\r\\n\\tEstablish 30/60/90-day competency checkpoints for all new retail staff\\r\\n\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nMeasurement &amp; Reporting\\r\\n\\r\\n\\r\\n\\tTrack and report training completion rates, call quality scores, and client service KPIs to AVP and Head of Retail monthly\\r\\n\\tUse data from the WOW Call Scorecard and branch audits to identify trends and adjust training priorities\\r\\n\\tEvaluate training effectiveness through pre/post assessments, mystery shop results, and manager feedback\\r\\n\\tPresent quarterly training impact reports with actionable insights\\r\\n\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nSkills &amp; Qualifications\\r\\n&nbsp;&bull; Proven excellence in employee onboarding, training, and engagement strategies\\r\\n&nbsp;&bull; In-depth knowledge of banking systems, operations, and project management principles\\r\\n&nbsp;&bull; Highly skilled in process optimization and cross-departmental collaboration.\\r\\n&nbsp;&bull; Strong communicator with demonstrated leadership in team development and strategic initiatives\\r\\n\\r\\n&nbsp;\\r\\n\\r\\n\\r\\n\\t\\r\\n\\t\\t\\r\\n\\t\\t\\t\\r\\n\\t\\t\\tFirst 90 Days\\r\\n\\r\\n\\t\\t\\t\\r\\n\\t\\t\\t\\tI.C.A.R.E. training delivered to 100% of retail staff\\r\\n\\t\\t\\t\\tWOW Call audit cadence running in all branches\\r\\n\\t\\t\\t\\tNew hire onboarding program documented and launched\\r\\n\\t\\t\\t\\tCompliance training calendar built and on track\\r\\n\\t\\t\\t\\tRelationships established with all Branch Managers\\r\\n\\t\\t\\t\\r\\n\\t\\t\\t\\r\\n\\t\\t\\t\\r\\n\\t\\t\\t6&ndash;12 Months\\r\\n\\r\\n\\t\\t\\t\\r\\n\\t\\t\\t\\tAverage WOW Call scores trending upward branch-wide\\r\\n\\t\\t\\t\\tClient Service Playbook complete and distributed\\r\\n\\t\\t\\t\\tProduct knowledge training library built out\\r\\n\\t\\t\\t\\tRecognition program generating visible WOW moments\\r\\n\\t\\t\\t\\tTraining impact metrics reported to leadership&nbsp;\\r\\n\\t\\t\\t\\r\\n\\t\\t\\t\\r\\n\\t\\t\\r\\n\\t\\r\\n\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nRequirements\\r\\n\\r\\n\\r\\n\\tBachelor&rsquo;s degree or Associate&rsquo;s degree\\r\\n\\t3&ndash;5+ years of experience in training, learning &amp; development, or a related field &mdash;&nbsp;\\r\\n\\tDemonstrated experience designing and facilitating learning programs\\r\\n\\tStrong understanding of client service principles and operations\\r\\n\\tExceptional communication and presentation skills &mdash; able to engage and inspire front-line staff\\r\\n\\tHighly organized with project management capability; able to manage multiple programs simultaneously\\r\\n\\tProficiency in Microsoft Office (Word, Excel, PowerPoint)\\r\\n\\tPreferred:\\r\\n\\tExperience in banking or with branch network management\\r\\n\\tBackground in call quality monitoring, coaching frameworks, or contact center training\\r\\n\\tFamiliarity with compliance training requirements in a regulated banking environment\\r\\n\\tExperience building recognition and incentive programs tied to service performance\\r\\n\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nLeader Bank offers an excellent compensation and benefits package including 401k plan with corporate match, medical and dental insurance, and the opportunity to work for a fast growing, local organization.\\r\\n\\r\\nLeader Bank, N.A. is an Equal Opportunity and Affirmative Action employer and does not discriminate on the basis of race, color, religion, age, gender, marital status, sexual orientation, national origin, disability, military status, veteran status, or any other protected class.&nbsp;\\r\\n\\r\\nThe base salary range below represents the low and high end of the Leader Bank salary range for this position. Actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance.\\r\\n\\r\\nSalary Minimum: $80,000.00 - Salary Max: $100,000.00\\r\\n\\r\\nThe range listed is just one component of Leader Bank&rsquo;s total compensation package for team members. Other rewards may include annual bonuses, commissions, short- and long-term incentives, and program-specific awards. In addition, Leader Bank provides a variety of benefits to eligible team members, including health insurance coverage, a team member wellness program, life and disability insurance, a retirement savings plan, paid holidays and paid time off and vacation.\\r\\n\\r\\nLeader Bank, N.A. is an Equal Opportunity and Affirmative Action employer and does not discriminate on the basis of race, color, religion, age, gender, marital status, sexual orientation, national origin, disability, military status, veteran status or any other protected class.\\r\\n\\r\\nLeader Bank is an E-Verify&reg; participant. * For more information, click on the links below:\\r\\n\\r\\nhttps://www.everify.gov/sites/default/files/everify/images/manuals/EVParticipationPoster.JPG\\r\\n\\r\\nhttps://www.e-verify.gov/sites/default/files/everify/images/manuals/IERPoster.jpg\\r\\n\\r\\n* E-Verify&reg; is a registered trademark of U.S. Department of Homeland Security\\r\\nQualifications\",\"responsibilities\":\"Leader Bank is looking for exceptionally dedicated team members to join one of the country&rsquo;s fastest growing community banks and mortgage lenders. At the time of its founding in 2002, Leader Bank had one branch office, $6.5 million in assets and 7 team members. Since then, the Bank has become one of the most successful banks in Massachusetts with $5 billion in assets, more than 400 team members, 6 branch offices, and annual mortgage originations of over $3 billion.\\r\\n\\r\\nExemplary products and an innovative spirit have driven Leader Bank&rsquo;s rapid growth over the years, and our team members embrace these values. Our mission is to obsess over our clients, make them feel valued, and maintain long-term relationships with them by constantly enhancing our products and processes to always improve our client experience. For our team members, Leader Bank prioritizes competitive compensation and benefits, a healthy work-life balance, and an environment that fosters diversity and inclusion.\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nSummary\\r\\n\\r\\nThe Manager of Training &amp; Development is responsible for designing, delivering, and continuously improving training programs across Retail Banking to strengthen service quality, team member capability, and client experience. Reporting to the AVP of Retail Banking, this role serves as a key driver of Leader Bank&rsquo;s service culture, ensuring consistent execution of the WOW Call / I.C.A.R.E. client service framework across all retail locations.&nbsp; This position is not based in a single location and requires regular travel across retail banking sites based on business needs.\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nResponsibilities\\r\\n&nbsp;\\r\\nClient Service Culture &amp; Standards\\r\\n\\r\\n\\r\\n\\tDefine and embed Leader Bank&#39;s client service standards across all branches &mdash; in-person and phone\\r\\n\\tDevelop and maintain a Client Service Playbook that codifies expectations, scripts, and best practices\\r\\n\\tCreate branch-level service culture initiatives that connect front-line bankers to the &#39;why&#39; behind client experience\\r\\n\\tChampion a recognition culture that celebrates WOW moments and reinforces desired behaviors\\r\\n\\tBenchmark Leader Bank&#39;s service standards against best-in-class community banks and regional competitors\\r\\n\\tOwn, evolve, and scale the WOW Call training program across all retail branches and the EB Call Center\\r\\n\\tFacilitate live and recorded I.C.A.R.E. training sessions for new hires, existing bankers, and branch managers\\r\\n\\tMaintain and update all training materials, scorecards, audit tools, and recognition program assets\\r\\n\\tPartner with Branch Managers to monitor call quality scores and drive continuous improvement\\r\\n\\tAnalyze audit results monthly and identify branch-level coaching opportunities\\r\\n\\r\\n\\r\\n&nbsp;\\r\\nCompliance and Regulatory Training\\r\\n\\r\\n\\r\\n\\tPartner with Compliance to ensure all required regulatory training (BSA/AML, FDIC, privacy, fair lending) is delivered on schedule and documented\\r\\n\\tMaintain training completion records and certifications for all retail staff\\r\\n\\tTranslate complex compliance content into engaging, understandable training that sticks\\r\\n\\tSupport audit readiness by ensuring training documentation is current and accessible\\r\\n\\r\\n\\r\\nOnboarding and New Hire Training\\r\\n\\r\\n\\r\\n\\tDesign and facilitate a structured onboarding program for all new Retail Banking hires\\r\\n\\tEnsure every new banker understands Leader Bank&#39;s culture, values, service standards, and I.C.A.R.E. framework before client-facing deployment\\r\\n\\tCreate role-specific onboarding tracks for Tellers, Personal Bankers, and Branch Managers\\r\\n\\tEstablish 30/60/90-day competency checkpoints for all new retail staff\\r\\n\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nMeasurement &amp; Reporting\\r\\n\\r\\n\\r\\n\\tTrack and report training completion rates, call quality scores, and client service KPIs to AVP and Head of Retail monthly\\r\\n\\tUse data from the WOW Call Scorecard and branch audits to identify trends and adjust training priorities\\r\\n\\tEvaluate training effectiveness through pre/post assessments, mystery shop results, and manager feedback\\r\\n\\tPresent quarterly training impact reports with actionable insights\\r\\n\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nSkills &amp; Qualifications\\r\\n&nbsp;&bull; Proven excellence in employee onboarding, training, and engagement strategies\\r\\n&nbsp;&bull; In-depth knowledge of banking systems, operations, and project management principles\\r\\n&nbsp;&bull; Highly skilled in process optimization and cross-departmental collaboration.\\r\\n&nbsp;&bull; Strong communicator with demonstrated leadership in team development and strategic initiatives\\r\\n\\r\\n&nbsp;\\r\\n\\r\\n\\r\\n\\t\\r\\n\\t\\t\\r\\n\\t\\t\\t\\r\\n\\t\\t\\tFirst 90 Days\\r\\n\\r\\n\\t\\t\\t\\r\\n\\t\\t\\t\\tI.C.A.R.E. training delivered to 100% of retail staff\\r\\n\\t\\t\\t\\tWOW Call audit cadence running in all branches\\r\\n\\t\\t\\t\\tNew hire onboarding program documented and launched\\r\\n\\t\\t\\t\\tCompliance training calendar built and on track\\r\\n\\t\\t\\t\\tRelationships established with all Branch Managers\\r\\n\\t\\t\\t\\r\\n\\t\\t\\t\\r\\n\\t\\t\\t\\r\\n\\t\\t\\t6&ndash;12 Months\\r\\n\\r\\n\\t\\t\\t\\r\\n\\t\\t\\t\\tAverage WOW Call scores trending upward branch-wide\\r\\n\\t\\t\\t\\tClient Service Playbook complete and distributed\\r\\n\\t\\t\\t\\tProduct knowledge training library built out\\r\\n\\t\\t\\t\\tRecognition program generating visible WOW moments\\r\\n\\t\\t\\t\\tTraining impact metrics reported to leadership&nbsp;\\r\\n\\t\\t\\t\\r\\n\\t\\t\\t\\r\\n\\t\\t\\r\\n\\t\\r\\n\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nRequirements\\r\\n\\r\\n\\r\\n\\tBachelor&rsquo;s degree or Associate&rsquo;s degree\\r\\n\\t3&ndash;5+ years of experience in training, learning &amp; development, or a related field &mdash;&nbsp;\\r\\n\\tDemonstrated experience designing and facilitating learning programs\\r\\n\\tStrong understanding of client service principles and operations\\r\\n\\tExceptional communication and presentation skills &mdash; able to engage and inspire front-line staff\\r\\n\\tHighly organized with project management capability; able to manage multiple programs simultaneously\\r\\n\\tProficiency in Microsoft Office (Word, Excel, PowerPoint)\\r\\n\\tPreferred:\\r\\n\\tExperience in banking or with branch network management\\r\\n\\tBackground in call quality monitoring, coaching frameworks, or contact center training\\r\\n\\tFamiliarity with compliance training requirements in a regulated banking environment\\r\\n\\tExperience building recognition and incentive programs tied to service performance\\r\\n\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nLeader Bank offers an excellent compensation and benefits package including 401k plan with corporate match, medical and dental insurance, and the opportunity to work for a fast growing, local organization.\\r\\n\\r\\nLeader Bank, N.A. is an Equal Opportunity and Affirmative Action employer and does not discriminate on the basis of race, color, religion, age, gender, marital status, sexual orientation, national origin, disability, military status, veteran status, or any other protected class.&nbsp;\\r\\n\\r\\nThe base salary range below represents the low and high end of the Leader Bank salary range for this position. Actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance.\\r\\n\\r\\nSalary Minimum: $80,000.00 - Salary Max: $100,000.00\\r\\n\\r\\nThe range listed is just one component of Leader Bank&rsquo;s total compensation package for team members. Other rewards may include annual bonuses, commissions, short- and long-term incentives, and program-specific awards. In addition, Leader Bank provides a variety of benefits to eligible team members, including health insurance coverage, a team member wellness program, life and disability insurance, a retirement savings plan, paid holidays and paid time off and vacation.\\r\\n\\r\\nLeader Bank, N.A. is an Equal Opportunity and Affirmative Action employer and does not discriminate on the basis of race, color, religion, age, gender, marital status, sexual orientation, national origin, disability, military status, veteran status or any other protected class.\\r\\n\\r\\nLeader Bank is an E-Verify&reg; participant. * For more information, click on the links below:\\r\\n\\r\\nhttps://www.everify.gov/sites/default/files/everify/images/manuals/EVParticipationPoster.JPG\\r\\n\\r\\nhttps://www.e-verify.gov/sites/default/files/everify/images/manuals/IERPoster.jpg\\r\\n\\r\\n* E-Verify&reg; is a registered trademark of U.S. Department of Homeland Security\\r\\n\",\"employmentType\":\"FULL_TIME\",\"hiringOrganization\":{\"@type\":\"Organization\",\"name\":\"Leader Bank\",\"logo\":\"https://www.paycomonline.net/v4/ats/web.php/application/style/logo?clientkey=2D0660F048D1577553C84DA2E7E542E0\"},\"jobLocation\":{\"@type\":\"Place\",\"address\":{\"streetAddress\":\"180 Massachusetts Ave\",\"addressLocality\":\"Arlington\",\"addressRegion\":\"MA\",\"postalCode\":2474,\"addressCountry\":\"USA\"}},\"validThrough\":\"-0001-11-30\"}",
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