Jackson

Director, Operations Learning & Development and Quality Programs

Jackson • $100K — $130K *
Lansing, MI 48911In-Person
Business Services
8 - 10 years of experience
Yesterday
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Job Overview by Ladders

Qualifications

  • Bachelor's Degree in Management, Training, Education, or a related field required.
  • Advanced Degree preferred.
  • 8+ years of training design and delivery experience required, preferably within the financial services industry.
  • Previous management experience required, senior level management experience preferred.
  • Experience delivering training virtually and in-person required.

Responsibilities

  • Develop and execute Operations Learning & Development and Quality program strategy with senior leadership.
  • Develop and lead associates to create effective trainers in adult learning principles.
  • Lead a team to produce effective learning experiences for operational excellence.
  • Partner with leadership to evaluate training impacts and implement enhancements.
  • Oversee development of standard operating procedures aligning with enterprise standards.
  • Collaborate with other business units to ensure consistency and improve quality.
  • Evaluate and update training resources and practices for compliance.

Benefits

  • Opportunity for strategic leadership in a vital operational area.
  • Engaging in continuous improvement initiatives to enhance training programs.
  • Collaboration with diverse teams across the organization.
  • Access to advanced technologies and methodologies for training.
  • Utilization of AI to optimize learning and development content.
Full Job Description
If you are an internal associate, please login to Workday and apply through Jobs Hub.

Job Purpose

The Director of Operations Learning & Development and Quality Programs provides strategic leadership and oversight for the following functions: learning and development, quality assurance, knowledge management, and executive customer service support, ensuring training design, delivery, and quality standards align with business and department objectives. This individual serves as a continuous improvement feedback loop, drawing insights from various quality results and partnering with leaders and engineers to make improvements to training, quality programs, processes, and technology, including ways and means to effectively garner associate engagement. The Director is responsible for developing and maintaining an effective training and associate development model that equips Operations associates with the skills, knowledge, and resources required to deliver accurate and timely service to customers.

Essential Responsibilities

  • Develops and executes the Operations Learning & Development and Quality program strategy in partnership with senior Operations leadership, creating a portfolio of learning and development resources that support and align with business objectives.
  • Develops and leads associates, creating effective trainers with strong knowledge of the business and adult learning principles.
  • Leads a team of professionals focused on producing effective learning experiences that strengthen associate skills and ensure operational excellence.
  • Partners with leadership to review training impacts, evaluate customer interactions, identify needs or areas of opportunity, and implement program enhancements.
  • Responsible for the oversight of the development of standard operating procedures (SOPs) that align processes and goals with enterprise standards.
  • Partners with the Command Center in the scheduling, coordination, and the execution of the data driven training plan.
  • Collaborates with other business units across the enterprise to ensure consistency and improve quality in our processes.
  • Evaluates existing training resources and practices and implements updates to ensure continued compliance with state and federal regulations.
  • Investigates industry related technologies and tools and recommends system optimizations to improve service levels and gain efficiencies.
  • Leverages AI to continually improve learning and development content, programs, strategies, and standards.
  • Accountable for staff management activities, including hiring, performance management/evaluations, salary reviews, disciplinary actions, and terminations.
  • Responsible for departmental budget planning, monitoring, and resource allocation to ensure alignment with organizational objectives.
  • Oversees the metrics and outcomes from the Learning & Development and Quality programs, including Service Experience and Escalations.


Other Duties

  • Performs other duties and/or projects as assigned.


Knowledge, Skills and Abilities

  • Exceptional communication, presentation, and interpersonal skills with the ability to communicate professionally and effectively across all levels of the organization and with external customers as required. Strong ability to influence and negotiate.
  • Excellent collaboration skills with the ability to build and maintain effective partnerships with internal and external stakeholders.
  • Proven leadership skills with the ability to manage and develop staff through coaching, training, and support.
  • Expert knowledge of adult learning techniques, instructional design and delivery, blended learning methodologies, and industry best practices.
  • Strong knowledge of and/or aptitude to obtain proficient knowledge of skills and business rules, which may include proficiency with:
    • Jackson's administrative systems
    • Products
    • Processes
  • Strong proficiency and/or ability to master all job-related software, which include a variety of technology-based applications.
  • Strong knowledge of Microsoft Office applications, such as Excel, Word, SharePoint, PowerPoint, Teams, Power BI, and Access.
  • Strong analytical skills with the ability to interpret data and leverage those insights into training and quality programs.
  • Excellent organizational skills with the ability to multitask, delegate, and prioritize tasks and projects to meet deadlines in a fast-paced environment.
  • Excellent business acumen and customer mindset, allowing for service driven process and technical recommendations to exceed customer expectations.
  • Superior change management skills with a proven ability to lead change initiatives and communicate in a positive manner.
  • Demonstrated ability to develop and implement process enhancements, including technology and performance.
  • Results-oriented with the ability to deliver within a fast-paced, execution-oriented environment.
  • Strong continuous improvement capabilities, especially as it relates to partnering with individuals outside of their span of control.


Qualifications
  • Bachelor's Degree in Management, Training, Education, or a related field required.
  • Advanced Degree preferred.
  • 8+ years of training design and delivery experience required, preferably within the financial services industry .
  • Previous management experience required. Senior level management experience preferred.
  • Experience delivering training virtually and in-person required.


About Jackson

Jackson Careers

Join the vibrant team at Jackson, a leader in industry innovation and growth. At Jackson, we offer more than just job opportunities; we provide a platform for professional development and leadership in a diverse and inclusive environment.

Work You’ll Do

At Jackson, you’ll be part of a dynamic team committed to excellence and innovation. Our company is at the forefront of industry leadership, providing a wealth of opportunities for career advancement and professional growth. Whether you’re looking for a full-time position or an internship, Jackson is the place where your skills will be honed, and your professional aspirations realized.

Explore Jackson’s Employment Opportunities

We are constantly expanding our team with talented individuals who are eager to drive innovation and lead in their respective fields. Our hiring process is designed to identify and nurture such talent, ensuring that every team member is equipped to contribute effectively. From your initial interview to your ongoing career development, Jackson supports you at every step.

Internship Programs

Kickstart your career with a Jackson internship. Gain invaluable industry experience, develop your skills, and build a professional network that will serve you throughout your career. Our internships offer a unique insight into our company culture and operations, setting the stage for future employment opportunities.

Benefits and Culture

At Jackson, we believe that our team is our greatest asset. We are committed to providing comprehensive benefits that promote health, well-being, and work-life balance. Our culture is built on a foundation of respect, diversity, and inclusion, ensuring that all team members feel valued and inspired.

Professional Growth and Development

We are dedicated to the continuous professional development of our employees. Jackson offers diverse training programs, including leadership development and diversity training, to help you grow at every stage of your career. Our commitment to your growth is matched by our commitment to innovation and excellence in everything we do.

Join Our Team

Search open positions that match your skills and interests on the Jackson Jobs portal. We look for passionate, curious, creative, and solution-driven team players. Ready to take the next step in your career? Explore the exciting and rewarding opportunities at Jackson today.

Stay Connected

Keep up to date with the latest career tips, insider perspectives, and industry-leading insights—all from the people who work here. Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences.

Networking and Career Advancement

At Jackson, networking is at the heart of professional and personal advancement. Engage with leaders and peers within the company through various platforms and events. These interactions provide valuable insights and opportunities that can propel your career forward. Join Jackson, where your career is our priority, and your potential is our investment. Let’s innovate and lead together in this dynamic industry.
Learn more about Jackson
Market Cap
$2.8 billion
Industry
Finance & Insurance
5 Year Trend
+12.1%
* Ladders Estimates

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