Training and Compliance Manager, Customer Operations

4 weeks ago

Lima, Ohio, United States Wesco Aircraft Hardware Full time
Job Summary

The Training and Compliance Manager, Customer Operations will be responsible for supporting the standardized aspects of Customer Account Management and related tasks by managing training and process adherence programs. This role will provide input and expertise to support improvement project development and create and implement standard work documents throughout the business to create a performance culture that reflects the company's values while meeting global legal requirements.

Key Responsibilities

Support system and process training requirements identified by senior management, including assessing/testing capabilities for designated functions, to ensure training needs are identified and addressed in line with the correct priorities.
Develop solution specification documents and ensure they remain up to date with changes and improvements, working across Customer Operations in the Americas to source providers or design own training materials, to ensure the function's training needs are met in line with company/customer compliance and legal requirements.
Deliver classroom, virtual, and on-the-job training for the function and evaluate the delivery and transfer of learning within the workplace to ensure the programs are effective and deliver performance enhancements to the function.
Develop and maintain robust training matrices/plans, analysis, and reports that demonstrate current capability, issuing reminders for refresher or certificates for completion of training where appropriate to ensure plans remain on track and issues are highlighted to management.
Manage and maintain invoices and budgets for training delivery to the function to ensure costs are controlled in line with the agreed budget.
Drive compliance to standard work following projects and hold employees accountable through an agreed program driven by management across the function.
Develop processes to improve (cost, quality, output, or efficiency) at department/company level to enhance business performance, ensuring that these processes are audited periodically. Also capture best practices and key risks, ensuring these are communicated across relevant functions to embed improvement or mitigate the risks.
Participation in improvement activities at department/company level to enhance business performance.
Project manage training for business improvements through to delivery and implementation at department/company level to enhance business performance.
Comply with all relevant internal rules, policies, and procedures, including those relating to Health and Safety, Data Protection, and all those contained within the issued Employee Handbook and Policies and Procedures Manual, ensuring training content reflects these rules.

Requirements

Institute qualified in functional area of expertise.
Instructional techniques training.
Extensive experience of developing processes within functional area of process/policy/systems.
Some experience of conducting training needs analysis and formulation of training plans.
Some experience of developing training matrices.
Some experience of developing training solution specifications and outline design plans.
Some experience of designing, developing, and delivering learning interventions (including building in appropriate behaviors).
Some experience of delivering training both formal classroom and on-the-job coaching.
Some experience in gaining accreditation.
Some relevant experience of driving compliance.
Operations experience a plus.
Aerospace and/or supply chain experience a plus.

Abilities, Skills, and Knowledge

Excellent communication and instruction skills.
Strong project management skills.
Proficient in Microsoft Suite of applications.
Strong aptitude for learning systems & pr

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