Branch Training and Process Improvement Specialist

Job Title Branch Training and Process Improvement Specialist

Corporate Ranking

Department/Unit

Supervisor to Manager

Branch Systems and Development

Reports To Branch Systems and Optimization Officer

Subordinates Not Applicable

Updated as of November 10, 2024

JOB SUMMARY
The Branch Training and Process Improvement Specialist is responsible for enhancing the skills and competencies of branch staff through effective training programs and for improving operational efficiency
by optimizing systems and processes. This role is pivotal in ensuring that the branch network operates smoothly, delivers exceptional customer service, and adheres to compliance standards.

SPECIFIC DUTIES AND RESPONSIBILITIES
Training and Development
o Design, develop, and deliver comprehensive training programs for branch personnel, focusing on areas such as customer service, product knowledge, compliance, and operational procedures.
o Conduct needs assessments to identify training requirements and tailor programs accordingly.
o Utilize various training methods, including workshops, e-learning, and on-the-job training, to ensure effective knowledge transfer.

Process Improvement
o Analyze current branch processes and identify areas for improvement.
o Develop and implement strategies to streamline operations, reduce inefficiencies, and enhance service quality.
o Collaborate with branch managers and other stakeholders to ensure process changes are effectively communicated and implemented.

Performance Monitoring
o Track and evaluate the effectiveness of training programs and process improvements using
key performance indicators (KPIs) and feedback mechanisms.
o Provide regular reports to senior management on training outcomes and process improvement initiatives.

Collaboration and Support
o Work collaboratively with branch personnel to understand operational challenges and training needs.
o Support branches in implementing new systems and processes, providing guidance and troubleshooting as necessary.
o Foster a culture of continuous learning and improvement within the branch network.

Documentation and Reporting
o Maintain detailed records of all training activities and process improvement initiatives.
o Prepare comprehensive reports and presentations highlighting key achievements and areas for further development.

Other Task Delegation
o Willing to travel occasionally to various branch locations.
o Assist the team/unit in all aspects of managing the department activities from time to time.

QUALITIES AND COMPETENCIES
A Branch Training and Process Improvement Specialist should possess a blend of technical skills, interpersonal abilities, and personal attributes.

Strong Communication Skills: Ability to convey information clearly and effectively, both verbally and in writing, to diverse audiences.

Analytical Thinking: Proficiency in analyzing processes, identifying inefficiencies, and developing practical solutions.

Leadership: Capability to lead training sessions, mentor staff, and drive process improvement initiatives.

Adaptability: Flexibility to adjust to new challenges, technologies, and changes in the banking environment.

Attention to Detail: Keen eye for detail to ensure accuracy in training materials and process documentation.

Problem-Solving Skills: Strong ability to troubleshoot issues and implement effective solutions.

Interpersonal Skills: Ability to build strong relationships with branch staff, managers, and other stakeholders.

Organizational Skills: Efficient in managing multiple tasks, projects, and deadlines.

Customer Focus: Commitment to enhancing customer service and ensuring a
positive customer experience.

Continuous Learning: Eagerness to stay updated with the latest industry trends, training methodologies, and process improvement techniques.

Technical Proficiency: Familiarity with training software, process improvement tools, and banking systems.

Innovative Thinking: Creativity in developing engaging training programs and
innovative process improvements.

QUALIFICATIONS
o Bachelors degree in Business Administration, Human Resources, or a related field.
o Minimum of at least 1 year of experience in training and development, preferably within the banking
or financial services sector.
o Strong analytical and problem-solving skills.
o Strong understanding of branch banking operations, customer segmentation, and financial
products. Excellent communication and interpersonal skills.
o Ability to work collaboratively with diverse teams.
o Proficiency in Microsoft various software.
o With knowledge in using training software apps and process improvement tools as necessary