Specialist - Training and Delivery

Responsibilities

I. Job scope and responsibilities

Significantly contributes to the delivery of financial and/or accounting services as an Individual Contributor working in specific areas within Finance and/or Accounting and also assists in establishing required linkages to the global Finance organization. Demonstrates a basic knowledge of financial, accounting and additional support systems. Works to support the team enabling and driving business improvements through technology enhancements, process improvements, and data collection and assimilate. Demonstrates understanding of systems and interdependencies of processes to drive the business toward the development of systems that enable processes.  A further key responsibility of this position is to identify improvement opportunities, contribute to the design and implementation of new processes or procedures as a result of identifying improvement opportunities. Value is provided to the enterprise by constantly improving the processes associated with the delivery of specific Finance and/or Accounting services to provide timely, accurate information and to ultimately safeguard Verizon assets.

  • Provides subject matter expertise on complex processes or issues to the assigned team and work stream.
  • Analyzes and interprets reports for managers providing recommendations to guide business decisions.
  • Maintains ongoing interaction with internal client groups and other functional areas relating to objectives, deliverables, resource allocation and related matters.
  • Develops, implements and maintains systems, procedures and policies for their assigned work stream or function(s).
  • Ensures compliance with internal policies and controls, and with external regulations.
  • Undertakes complex projects and provides guidance on project related issues as needed.
  • Leads or participates, as required, in training and skills development initiatives as a Subject Matter Expert.
  • Participates in user acceptance testing activities associated with new or modified systems.
  • Fields issue escalations from internal customers or delivery partners and responds to customer inquiries as requested, ensuring issue and error resolution.
  • Identifies improvement opportunities for their work stream and works closely with either the internal team or service providers (if any) to enable the implementation of improvement opportunities.
  • Assists in assessing the services delivered by the service providers (if any) and validating that performance metrics established by service level agreements are met as applicable.

 Specific role responsibilities include, but are not limited to:

Responsible for identifying training and development needs through observations, job analysis, and employee requests in consultation with Center Managers, including assessment methods and measurement systems.

  • Analyze the need and target audience for training topics.  Set specific training objectives and timelines in which to be delivered. 
  • Design and develop training programs that assist in the improvement of individual and organizational performance.
  • Evaluate and test the content of the training by utilizing train the trainer sessions, pilot groups and peer review. 
  • Monitor the training delivered, evaluate instructor performance and the effectiveness of the training programs through testing and survey questionnaires.  Provide recommendations for improvement.
  • Develops and maintains training manuals, multimedia visual aids, and other educational materials.
  • Organize training venues, logistics, accommodation as required to achieve efficient training and delivery.
  • Coordinate all necessary equipment and materials relating to the effective delivery and measurement of training.
  • Monitor and report on activities, costs, performance, etc., as required.
  • Develop self, and maintain knowledge in relevant field at all times.
  • Partners with other staff teams to focus on delivering outstanding customer service, retaining customers, building customer loyalty and adding value to customers by providing clear and concise documentation to the call centers.

Qualifications

Education guidelines

Desired experience

  • BA/BS in Accounting, Finance, Economics or equivalent work experience required, with Master’s degree preferred.
  • 4+ years of professional experience, with 2+ years of experience in collection support /call center environment.
  • 1-3 years of experience in all phases of instructional design, adult learning, development of teaching materials and designing learning activities.
  • 1-3 years of experience designing, developing and implementing interactive e-learning programs / courseware in a corporate setting.
  • Proficient in all aspects of training development and delivery, including curriculum design and development, project management, implementation strategies, measurement, needs analysis, presentation and facilitation
  • Skilled in training needs assessment, designing survey research instruments and analyzing survey results.
  • Proficient with incorporating a variety of media including graphics, audio, video, animation, and multimedia in support teaching and learning.
  • Strong facilitation skills with the ability to convey complicated information in its simplest form.
  • Proficiency in Microsoft Office, especially in PowerPoint and Excel; strong written and oral communications skills.
  • Proficient with rapid course development tools, especially Captivate
  • Strong analytical skills with the proven ability to analyze results and evaluate the impact of initiatives.
  • Ability to adapt easily to change and work in a rapidly changing environment.
  • Working knowledge of collection systems preferred (ex: iCollect, Cofee Anywhere (CoA), iGo, etc.).
  • Intermediate level of understanding for report query and design.

Equal Employment Opportunity

  • Verizon is a Federal Contractor
  • Verizon requests veteran priority referrals
  • Verizon is an equal opportunity and affirmative action employer M/F/Disability/Vet.