Training and Development Manager

Milford Federal Bank; Milford (MA); On-site; USD 85,000 - 110,000; Full time

Job summary

Milford Federal Bank is seeking a Training & Development Manager to design, deliver, and improve training programs across the organization, strengthening service quality, operational proficiency, and customer experience.

The role emphasizes building comprehensive onboarding for bankers and branch leadership, implementing 30/60/90-day competency checks, and collaborating with Compliance to meet regulatory requirements. Strong communication and cross‑department collaboration are essential.

Qualifications

• Bachelor’s degree in instructional design, education or closely related field.
• Experience designing and facilitating adult learning programs.
• Strong client service principles and operations understanding.
• Excellent communication and presentation skills.
• Independent worker with ownership of programs.
• Strategic and critical thinking.

Responsibilities

• Define and embed Milford Federal Bank’s customer service standards.
• Benchmark service standards against best-in-class banks.
• Develop and maintain training programs for bankers and branch leadership.
• Provide employee development curriculum for soft skills.
• Maintain and update training materials and audit tools.
• Collaborate with Compliance to deliver regulatory training.
• Maintain training records and support audit readiness.
• Create onboarding programs with 30/60/90-day checkpoints.
• Evaluate training effectiveness via assessments and feedback.
• Provide quarterly reports on training impact.
• Build employee development programs and strengthen internal talent pipelines.

Skills

Onboarding programs

Learning & development systems

Project management

Communication skills

Leadership

Collaboration

Education

Bachelor’s degree in instructional design or related field

Tools

Learning Management System

Job description

The Training & Development Manager will be responsible for designing, delivering, and continuously improving training programs throughout the organization to strengthen service quality, operational proficiency, and the customer experience. This position provides the opportunity to build and improve programs which will directly influence employee performance, advancement, and retention.

Responsibilities

• Define and embed MFB’s customer service standards in all departments.
• Benchmark MFB’s service standards against best-in-class community banks and competitors.
• This role will have a strong focus on the branch network, with direct responsibility for developing and maintaining comprehensive training programs for bankers and branch leadership. Training will include core teller transactions, account opening and servicing, consumer lending, home equity and mortgage products , and other key branch products and services.
• Provide employee professional development curriculum to directly support soft skills such as communication, leadership, presentation skills, collaboration, active listening, problem solving, adaptability and decision making.
• Maintain and update all training materials and audit tools.
• Partner with Compliance to ensure all required regulatory training is delivered on schedule and documented.
• Maintain training records for all staff.
• Support audit readiness by ensuring training documentation is current and accessible.
• Collaborate with Managers to identify performance gaps and develop department specific onboarding programs establishing 30/60/90-day competency checkpoints for all new staff.
• Evaluate training effectiveness through pre/post assessments and manager feedback.
• Provide quarterly reports on training impact including actionable insights.
• Build employee development programs and strengthen internal talent pipelines.

Skills & Qualifications

• Proven excellence in employee onboarding, training, and engagement strategies.
• Experienced in learning & development systems & employee development.
• In-depth knowledge of banking systems, operations, and project management principles.
• Highly skilled in process optimization and cross-departmental collaboration.
• Exceptional communicator with demonstrated leadership in support of strategic initiatives.

Requirements

• Bachelor’s degree in instructional design, education or closely related subject area or relevant combination of work experience and education.
• Demonstrated experience designing and facilitating learning programs consistent with adult learning principles and industry best practices.
• Strong understanding of client service principles and operations.
• Exceptional communication and presentation skills – able to engage and inspire others.
• Works independently and takes and takes ownership of programs ensuring effective outcomes.
• Strategic & critical thinking skills.

Preferred Skills

• Background in call quality monitoring, coaching frameworks, or call center training.
• Familiarity with compliance training requirements in a regulated banking environment.
• Banking experience preferred.

Physical Demands/Conditions Requirements:

Equipment Used:

General Office equipment (computer, telephone, copy machine, fax, calculator)

Milford Federal is an Equal Opportunity Employer. The recruitment, selection, employment and training of employees shall be without discrimination because of race, color, religion, national origin or sex. Milford Federal will take affirmative action to provide equal opportunity to all applicants and employees. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment is decided on the basis of qualifications, merit, and business need.