Vantiv VP - Operations Training & Quality in Cincinnati, Ohio
GENERAL FUNCTION: Contributes to overall strategic vision and performance of Vantiv Customer Operations and integrates a broad range of skills and expertise into learning processes, service quality and operational performance. Provides leadership and direction to quality and training teams in multiple operations sites on projects with a high level of complexity. Consults with cross-functional teams during the development and implementation of major quality and training initiatives to determine requirements that meet their strategic and business needs. Provides technical assistance in identifying, analyzing, evaluating and developing learning process, operations and technologies. Identifies opportunities through work quality monitoring for training and ultimately performance improvements. Ensures improvements are successfully implemented and monitored to increase efficiency, effectiveness and associate satisfaction. Oversees project activity for related Enterprise Learning projects and quality monitoring initiatives, manages projects of very high risk and/or impact. Leads multiple teams of Learning Operations and Quality Assurance employees; establishes and communicates common goals direction for team members, or manage a team of coordinators who oversee and deliver learning administration processes to ensure that Vantiv employees receive the learning and development they need at the right time, in the right setting to ensure personal growth and development.
DUTIES AND RESPONSIBILITIES:
Works with other internal teams to assist in meeting their goals relative to identifying intervention requirements and client/employee satisfaction.
Provides and executes strategic/operational/tactical direction for Enterprise Learning delivery & logistics. Develops processes, guidelines and procedures to implement delivery & logistics strategies. Manages all operational activities of the delivery & logistics team.
Provides day-to-day management of training and QA delivery: scheduling, notification, delivery, and follow-up.
Identifies performance trends and gaps for Operations' Functional workstreams and develops curriculum to address needs
Establishes action plans to increase phone and work quality performance metrics
Establishes and manages voice of the customer surveys to identify performance and opportunities
Produces management reporting of quality performance and emerging trends
Collaborates with other Vantiv learning professionals and in the industry to ensure delivery by best practice methodologies and maximization of learning opportunities
Establishes implements, manages, monitors and measures core operational practices and procedures for the learning function: scheduling and delivery logistics, vendor management, budget control/billing, and general data entry.
Acts as the technical expert addressing problems of systems integration, compatibility and multiple platform integration.
Plays a key role as the technical architect for projects. Responsible for detailed technical architecture and design for unusual or highly complex projects.
Works independently designing and developing major enhancements to existing software or hardware systems (Performance Management / Talent Mgmt / Learning Mgmt/Quality Assurance programs.
Ensures seamless transition of learning projects across Learning.
Achieves complex project goals by effectively applying necessary expertise/resources.
Communicates the strategic process, operations and technology to appropriate stakeholders.
Performs feasibility analysis on potential future projects.
Responsible for ensuring the business continuity for learning in case of a disaster or building closure.
Oversees the documentation and analysis of complex, existing business processes, and formulates strategies.
Executes and/or oversees assigned departmental business processes, and participates in developing new processes.
Monitors or oversees the execution of existing business processes; collects, analyzes and reports predetermined performance and quality metrics (e.g. Dashboards); develops metrics for new or existing processes; and makes recommendations for improvements.
Identifies, develops, makes recommendations for improvements, then implements based on business need and industry best practices.
Develops project plans, work assignments, target dates and other aspects of assigned projects and communicates this information to senior management and the business unit.
Communicate frequently with operations management regarding quality monitoring trends
SUPERVISORY RESPONSIBILITIES: Provides leadership for Operations Quality and Training team; responsible for providing employees timely, candid and constructive performance feedback; developing employees to their fullest potential and provide challenging opportunities that enhance employee career growth; developing the appropriate talent pool to ensure adequate bench strength and succession planning; recognizing and rewarding employees for accomplishments; recruits and selects "A" players for all key roles.
KNOWLEDGE & SKILLS REQUIRED:
Extensive experience in running a large Quality and Training organization.
Very knowledgeable in quality methodology and sampling techniques.
Ability to leverage quality results and customer feedback to enhance training programs.
Experienced at acquiring or developing learning programs for front line agents as well as exempt employees.
Experienced in the development and use of surveys.
Background with multisite operations sites (calls and back office).
Stays aligned and focused on business priorities; plans, builds and flawlessly executes solutions.
Keeps it simple; makes complex concepts and processes practical & easy to understand.
Is deeply grounded in the FTPS' business (culture, strategy, financials, drivers).
Asks the tough questions; challenges others' thinking and pushes back to get to core business and/or true performance gap issues.
Builds credibility as a trusted advisor through a balance of business acumen, learning expertise, objectivity and client relationship skills.
Identifies and addresses the concerns of others to overcome resistance, gain support and achieve results.
Communicates crisply and candidly; balances talking and listening to foster candid dialogue; crisply gets his/her point across; commands attention across multiple audiences.
Demonstrates applied knowledge of all aspects of HR processes, operations, and technologies.
Evaluates the effectiveness work processes, and takes action to implement improvements.
Keeps up-to-date and knowledgeable about available technology and tools.
Proficient in various business process modeling techniques including: process flow diagrams, event modeling, state modeling, process decomposition, and use case modeling.
Strong skills in process-related software tool administration.
Knowledge of business process and analysis and improvement concepts and tools, and all the logical applications.
Is up-to-date/knowledgeable about available technology and tools.
Knowledge of the technology base of current HR systems and all the logical applications.
10+ years total business experience.
5+ years team leadership experience, and Project Mgmt experience.
10+ years working knowledge of learning theory and practice, instructional systems design, learning operations, training evaluation principles and practices.
Is able to use project mgmt tools to manage multiple projects. Maintains currency project mgmt tools.
Uses project mgmt tools to provide succinct and timely executive status, forecasting information to the larger team.
Ability to balance project team's focus based on the strategic business objectives of all project stakeholders.
Is able to mobilize the team to focus on the stakeholders' best interests.
Defines and shares best practices.
Represents learning to the company for all aspects of Learning Operations.