Field Support Training & Development Lead Specialist

How will this role impact First Command?

First Command’s commitment to a high-quality client experience is most successful when our Home Office and field teams share a common client experience (CX) vision and are provided the tools, training, and support needed to make an impact. The Field Force Training team provides services, resources, coaching, training, and learning and development opportunities to our field team members to enhance their impact and the field experience (FX).  The Field Support Training and Development Specialist is responsible for creating, delivering, and facilitating training and related resources and activities for our field partners, specifically field support staff.  This role will closely collaborate with Field Support Operations, Leadership Development, Service and Support teams, and internal and external stakeholders to promote alignment across training initiatives and represent the voice of the field support staff. 

What will the employee do in this role?

• Develop and foster strong relationships with our field force to promote a growth mindset and culture of learning and excellence.
• Partner with department leadership, the field force, Home Office subject matter experts (SMEs) and external constituents to gauge training and development needs and identify new opportunities.
• Influence a more consistent and easier client experience through thoughtful development and delivery of training and the communication and implementation of best practices.
• Maintain current knowledge of industry trends, First Command business processes, and company policies and procedures.
• Collaborate with a wide range of departmental SMEs to receive updates, understand processes and translate that knowledge into a comprehensive field training experience.
• Build and maintain robust learning paths and training curricula that teach new and experienced Office Managers, Administrative Assistants, and Client Contact Specialists how to provide excellent client service in conjunction with the Advisors and Home Office.
• Develop and maintain training materials, including multimedia presentations, guides, procedural documents, and supporting reference materials that align with First Commands strategic vision
• Act as primary administrator for field support content in the learning management system
• Collaborate with Service and Support and Leadership Development teams to identify, develop, and deliver soft skills and professional development training to field support staff.
• Plan, coordinate, facilitate, and deliver regular training events, including multi-day workshops, training calls, coaching calls, webinars, and other live and/or remote training to field staff.
• Apply adult learning principles and facilitation techniques to meet diverse learner needs
• Coordinate with all stakeholders to ensure training content aligns with procedural documents and reference materials, and all components are regularly reviewed and updated as needed.
• Evaluate training effectiveness by conducting surveys and reviewing/analyzing key performance metrics; provide insights to leadership and maintain a feedback loop to determine needed modifications to the training program.
• Administer training components (invites, mailings, attendance monitoring, data collection, etc.).
• Create, coordinate, and deliver professional mass communications, including newsletter articles and informational updates.
• Participate in and own corporate initiatives as needed, representing Field Support Operations and the voice of the field support staff.

What skills & qualifications do you need?

Education

•       College degree required (previous work experience will be considered)

Work Experience

•       Minimum 5 years as a First Command Office Manager and/or Administrative Assistant (strongly preferred)
•       Experience in a training or learning development role strongly preferred

Certifications

•       Certification in instructional design, facilitation, or other learning development discipline strongly preferred.

Required Knowledge, Skills and Abilities

•       Excellent verbal/written communication, interpersonal, consultative, and negotiation skills
•       Prior experience creating/delivering training, presentations, and communications
•       Strong knowledge of adult learning methodologies
•       Excellent facilitation and presentation skills; ability to make effective presentations to all levels of audiences
•       An inherent passion for learning, innovating and teaching others
•       Strong listening, problem solving skills and out-of-the-box thinking
•       Demonstrated ability to work independently with minimal direction and multi-task with organization, accuracy and strong attention to detail while meeting deadlines in a fast-paced environment
•       Strong proficiency with MS Office 360; specifically PowerPoint, Word, SharePoint,and Planner
•       Proficiency in remote large meeting production/facilitation via MS Teams
•       Ability to maintain a high degree of confidentiality
•       Positive attitude, enthusiasm, professionalism, and strong work ethic with a high level of integrity and ethics
•       Ability to travel up to 20%

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