Training Officer, Training & Development

Position Overview:

The Training Officer, Training & Development is responsible for supporting the development, coordination, and delivery of the Bank’s learning and development programs, with a primary focus on Retail Banking. The incumbent will maintain strong knowledge of Retail Banking operations, products, services, systems, policies, and procedures and translate this knowledge into practical and effective learning solutions. The role works closely with business leaders, Branch Managers, and other subject matter experts to identify training needs, assess employee competency, develop training and development plans, and support effective transfer of learning to the workplace
 

Key Responsibilities

• Develop, coordinate, and facilitate technical and operational training for Retail Banking employees.
• Serve as the primary training SME for Retail Banking operations, products, services, systems, policies, and procedures.
• Develop and deliver role-specific training for Tellers, Customer Service Representatives, Branch Sales Administrators, Supervisors, Assistant Managers, and other Retail Banking positions.
• Coordinate structured training for newly hired, transferred, and promoted employees, including refresher and remedial training where performance or knowledge gaps are identified.
• Conduct training needs assessments and recommend appropriate learning interventions based on identified knowledge, skill, and competency gaps.
• Design and update training materials, presentations, facilitator guides, job aids, assessments, practical exercises, simulations, and case studies.
• Facilitate classroom, virtual, and on-the-job training while assessing participant understanding and providing constructive feedback and coaching.
• Develop and monitor role-specific training plans and Individual Development Plans (IDPs) in collaboration with managers and employees.
• Support new hire onboarding, orientation, mandatory training, and other Bank-wide learning and development initiatives.
• Maintain accurate training, attendance, assessment, and completion records and prepare reports on training participation and effectiveness.
• Maintain courses, learning materials, assessments, and employee records within the Learning Management System (LMS) and monitor assigned and mandatory training completion.
• Conduct branch visits and follow-up assessments to evaluate the application of learning and identify additional development needs.
• Support training associated with new systems, products, processes, policies, and organizational initiatives.
• Perform other related duties and support Training & Development and Human Resources initiatives as required.

Minimum Qualifications & Experience

• Bachelor’s degree in human resources, Business Administration, Banking, Education, or a related discipline preferred.
• Three (3) to five (5) years of relevant banking experience, preferably within Retail Banking, Branch Operations, or a related area.
• Training, facilitation, coaching, or employee development experience would be an asset.
• Strong knowledge of Retail Banking operations, products, services, policies, procedures, customer service standards, and operational controls.
• Knowledge of adult learning principles and training methodologies, with the ability to translate technical banking processes into clear and practical learning content.
• Strong presentation, facilitation, coaching, interpersonal, written, and verbal communication skills.
• Ability to develop effective training materials, assessments, and other learning resources.
• Working knowledge of Learning Management Systems (LMS) and Microsoft Office applications.
• Strong organizational, analytical, problem-solving, planning, and time-management skills.
• Ability to manage multiple priorities, work independently and collaboratively, and adapt to changing business requirements.
• Ability to travel to branches, including Family Island locations, as required.

Why Join Us?

• Be part of a high-performing team that values innovation and excellence.
• Competitive salary, performance-based incentives, medical insurance (including life, dental, and vision), and a robust pension plan.
• Be part of a team that values your expertise and invests in your success!