Training Specialist

Are you looking for a career in a fast-paced, dynamic environment where your ideas are valued and can really make a difference?  Can you assist clients in a professional and friendly manner?  Are you a quick learner who prefers multi-tasking?  Do you want to work as part of a team?  If so, please read on.

 

PAi provides the financial services industry with retirement plan and payroll administration solutions tailored for small business.

 

Servicing over 6,500 plans with $3 billion in assets under administration and supporting over 450,000 participants, PAi provides its services to over 2,500 financial advisors and financial institutions nationwide.  PAi has been successfully servicing the small business industry for over 22 years by making strategic and effective investments in people, technology and processes.

 

Position Summary:

This position exists for the purpose of contributing to PAi’s goals of creating a positive customer experience and a perception of value with every customer contact opportunity.  The primary objective of the Technical Lead will be to pro-actively improve the overall effectiveness and efficiency of the team from a process perspective. Through oversight and management of process related procedures and through the management of process related training, the Technical Lead will produce overall improvement in individual engagement as well as team proficiency, performance and productivity.

The Technical Lead will serve both as a technical resource and as a technical implementation manager whose customers include, staff representing all disciplines within the company along with PAi’s external customers. 

The Technical Lead’s expertise will continuously expand and develop to meet the future needs and expectations of the disciplines within the team.

Technical Leads will work effectively within a high performance team environment in which the team’s purpose and objectives are paramount, always taking precedence over individual non-aligned accomplishments. 

 

 

Essential Functions:

 Effectively facilitates the critical connections between the business processes and service delivery in all disciplines by eliminating obstacles attributable to process related training and/or process related procedure uncertainties or deficiencies by:

1.     Continuously assessing service delivery procedures related to the processes assuring suitability and sufficient detail to accurately describe performance expectations.

2.     Continuously assessing service delivery procedures related to the processes assuring they accurately represent the key metrics.

3.     Applies sufficient quality assurance efforts to identify any potential gaps between business process procedures and service delivery at a level exceeding the customers’ expectations.

4.     Fully communicates the status of procedural compliance with the process owner and the coach along with recommended action plans for improvement.

5.     Through direct training, coordinated training programs, and individual mentoring, assures that all service team members possess the process and procedural knowledge and training needed to successfully meet job and performance expectations.  Coordinates all process training for new team members

6.     Fully communicates the status of training to the appropriate coach.

 Continuously and aggressively searches for process improvement opportunities. Evaluates system and manual processes to assure best possible service delivery working closely with process owners and compliance.Participate in projects as needed.  Contributes to the project definitions by being a resource to the Process Owners or team membersAssists the process owner with development and testing of enhancements or new systems.  Provides analysis and  feedback from the perspective of the customer being serviced by a multidisciplinary team.



Minimum Position Requirements:

 A commitment to teams’ success measures.A demonstrated commitment to customer service excellence.Ability to identify opportunities to meet customers’ future needs.Extraordinary communication skills.Demonstrated tendency to turn own personal weaknesses into strengths.Excellent problem identification and problem solving skills.Ability to manage detail.Ability to multi-task.Coordination of team efforts to make team more efficient and effective.Demonstrated initiative and adaptability.A bachelor’s degree or the equivalent in education and/or training.

Other Desirable Characteristics:Experienced teaching in one-on-one and small group environments.Project experience.