Manager, Knowledge Management
3 weeks ago
**Manager, Knowledge Management & Training** **-** **(**240000CB**)**
**Description**
**Who We Are**:Through our service brands Hyundai Motor Finance, Genesis Finance*, and Kia Motors Finance, we provide financial products tailored to meet the needs of Hyundai, Genesis, and Kia dealerships nationwide, including dealer inventory and facility financing. And, through these dealerships, we provide indirect vehicle financing and leasing solutions to over 1.7 million retail customers.
**Employee Value Prop and Culture**:Our employees contribute every day to a culture that is fast-paced, dynamic, energized, agile, and collaborative.
- From our various engagement programs to the unique design of our offices, we strive to foster a connected, fun, positive and rewarding company culture where employees feel appreciated for their contributions, proud of their company, and thrive to be passionately invested in HCA's success.
**Global One Company**:
- Many countries. One identity. Hyundai Capital has offices across the world, including China, Canada, the United Kingdom, Germany, Russia, Brazil and Korea. Our work environments are designed with specific themes in mind to achieve a consistent global identity that reflects our values: light, collaboration, elements of nature and symmetry.
**General Summary**:
- The Manager, Knowledge Management and Training, leads the team in defining the vision, strategy, and developing annual roadmaps to execute training and knowledge management programs. Provides thought leadership and continuous re-engineering within the training delivery platforms and drives innovation with a focus on leading edge virtual and remote learning, effectively modernizing the "way of work." Owns end-to-end curriculum management, ensuring learning solutions and programs are engaging and aligned with the strategic goals of the organization. In addition, takes a consultative approach to understand business needs to create training curriculum. This position will also maintain the company’s Knowledge Management System; a site that maintains call center policies, procedures, training material and best practices. The manager will ensure that documents are posted timely and contains relevant information for easy Agent access. All positions within the Operations Division are expected to collaborate cross[1]divisionally to achieve a seamless customer experience; this includes supporting other departments as necessary to meet the business need. This position also requires managing of a team in multiple locations.
**Duties and Responsibilities**:
- 1. Oversee Operations Knowledge Management tool, ensuring content is conducive to a positive knowledge transfer and agent effectiveness.
- 2. Develop Training Programs tailored to the needs of operational staff and leaders. Collaborate with Compliance, QM and Ops Management to align training initiatives with organizational goals and priorities.
- 3. Design and maintain structured curriculum that covers essential operational skills that are engaging, interactive and effectively communicate key concepts; and are compliant with company policies and procedures, relevant regulations, and industry standards.
- 4. Lead and manage a team of training/knowledge management managers and associates. Provide mentorship, coaching, guidance, and support to team members to foster their professional growth and development. Actively participate in coaching and development sessions/trainings to co-create solutions that enhance individual performance and overall department/team performance.
- 5. Develop assessment tools to measure the effectiveness of training programs. Collect and analyze data on training outcomes, participant feedback and performance improvements to continuously refine training strategies.
- 6. Develop and implement Train the Trainer programs to build the capacity of internal trainers within the Ops Team, including outsourced Vendors, to ensure consistency and scalability in training delivery. Expand delivery mechanisms to expand the reach of training, include eLearning.
- 7. Keep training programs current and relevant by staying abreast of industry trends, best practices, and regulatory changes relevant to operational roles.
- 8. All other duties as assigned.
**Knowledge and Skills**:
- Excellent oral and written communication skills
- Ability to create monthly reports and clearly present to senior management
- Must have ability to collaborate with senior management and work with outsource partners
- Strong knowledge of Microsoft Office products (Word, XL, Power Point)
**Qualifications**
- Seven (7) years’ experience in training role in financial services industry
- Five (5) years’ experience managing
- Experience working with Call Monitoring systems; Automobile finance industry experience preferred
- Bachelor’s degree preferred
**Physical Requirements and Working Condition**:
**_ California Privacy Notice_**
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