Banking Training Lead: Elevate Ops & Customer Experience

Emerge; Tempe (AZ); On-site; USD 110,000 - 140,000; Full time

Job summary

Emerge seeks an experienced Training Lead to manage banking operations training in Tempe, AZ. You will lead a high-performing team, prepare new hires, and support existing staff through evolving processes across back-office and customer service functions.

As a hands-on leader, you will connect training outcomes to performance and customer satisfaction, overseeing content development, coaching, and effectiveness while managing operations and budget.

Qualifications

• 8-10 years of overall experience, including at least 8 years of Training Manager experience.
• Experience leading high-performing training teams and managing process and pre-process training for Banking Operations.
• Training experience across back-office and customer service operations, including email, chat, and voice.
• Strong coaching, teaching, mentoring, and training-content development skills.
• Ability to analyze training effectiveness, prioritize independently, and lead in a fast-paced environment.
• Strong written and verbal communication, organization, and attention to detail.
• Experience with learning management systems is preferred.
• High school diploma or equivalent; bachelor's degree also accepted.
• English proficiency at B2 (Upper Intermediate) level across reading, writing, and speaking.

Responsibilities

• Manage training delivery for banking operations, including new-hire and ongoing training.
• Create and maintain training materials and guidance on procedures and conduct.
• Partner with team leaders on on-the-job coaching and assess performance.
• Measure training outcomes and analyze data to identify improvement opportunities.
• Oversee training budget and coordinate with operations to align with business needs.

Skills

Coaching

Training delivery

Instructional design

Communication

English proficiency

Education

High school diploma

Bachelor's degree

Tools

LMS

Job description

Emerge seeks an experienced Training Lead to manage banking operations training in Tempe, AZ. You will lead a high-performing team, prepare new hires, and support existing staff through evolving processes across back-office and customer service functions.

As a hands-on leader, you will connect training outcomes to performance and customer satisfaction, overseeing content development, coaching, and effectiveness while managing operations and budget.