Job Description

Training & Development Manager (Retail Banking, Client Service, L&D) Job Overview

The is responsible for designing, delivering, and continuously improving training programs across Retail Banking to strengthen service quality, team member capability, and client experience. This role at Leader Bank serves as a key driver of the service culture, ensuring consistent execution of client service frameworks across all retail locations. The position focuses on enhancing both client experience and employee development within the bank's retail operations.

• Serve as a key driver of Leader Bank's service culture, defining and embedding client service standards.
• Own, evolve, and scale critical training programs like the WOW Call and I.C.A.R.E. framework across all retail branches.
• Design and facilitate structured onboarding for all new Retail Banking hires, shaping their early experience.
• Leverage data from call quality scores and audits to continuously improve training effectiveness and client experience.

• An experienced professional with proven excellence in employee onboarding, training, and engagement strategies.
• A strong communicator and demonstrated leader capable of inspiring front-line staff and driving strategic initiatives.
• Someone highly organized with project management capability, able to manage multiple programs simultaneously.
• An individual with a deep understanding of client service principles and operations, ideally within banking.
• A data-driven professional who uses metrics to identify trends and adjust training priorities.

• Define and embed Leader Bank's client service standards across all branches.
• Develop and maintain a Client Service Playbook that codifies expectations and best practices.
• Facilitate live and recorded I.C.A.R.E. training sessions for new hires and existing bankers.
• Partner with Compliance to ensure all required regulatory training is delivered on schedule and documented.
• Design and facilitate a structured onboarding program for all new Retail Banking hires.
• Track and report training completion rates, call quality scores, and client service KPIs.
• Analyze audit results monthly to identify branch-level coaching opportunities.
• Evaluate training effectiveness through assessments, mystery shop results, and manager feedback.

• Bachelor's degree or Associate's degree.
• 3-5+ years of experience in training, learning & development, or a related field.
• Demonstrated experience designing and facilitating learning programs.
• Strong understanding of client service principles and operations.
• Exceptional communication and presentation skills, able to engage and inspire front-line staff.
• Highly organized with project management capability; able to manage multiple programs simultaneously.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint).
• Experience in banking or with branch network management is preferred.
• Background in call quality monitoring, coaching frameworks, or contact center training is preferred.
• Familiarity with compliance training requirements in a regulated banking environment is preferred.

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