Senior Manager, Learning & Development NCS

Job Description

The Sr. Manager, NCSS Learning & Development role is responsible for the successful coordination, implementation and integration of product, service and technology training for National Customer Services and Solutions.

Grade: 51

Hybrid Schedule - 3 days Onsite/ 2 days from Home 

Location Preference: Lenexa, KS or Tampa, FL 

Responsibilities:

• Work collaboratively with Project Management Office, Organization Effectiveness, Learning & Development, Quality Management, NCS Managers, Supervisors and various Project/Work teams to develop and implement Learning & Development Project Plans in support of technology, product and service changes and process improvements. o Develop and follow comprehensive project plans 
• Establish goals, accountabilities, action steps, milestones and timelines for Learning & Development Projects
• Manage multiple projects and priorities from start-to-finish to achieve project goals, and 
• Prepare and submit project updates and as needed, recovery plans. 
• Develop and implement NCSS Learning & Development Roadmap 
• Partner with internal/external communities of practice to identify opportunities to leverage existing/emerging technologies at low to no-cost 
• Conduct on-going research into best practices in Learning/Training technologies and identify opportunities to increase utilization of training o Research best-practices in learning/training to recommend/implement efficiencies, including on-going development and up-skilling of Training team. 
• Build and maintain Learning Dashboard and Metrics o Dashboard to provide visibility to upcoming changes/training and provide on-going communication to NCSS Managers, Supervisors. 
• Metrics to drive utilization and improvements. 
• Coordinate learning & development/content delivery with WFM to ensure appropriate coverage and Performance Scorecard Adherence. 
• Manage periodic, on-going Learning Needs Assessments and develop plans to implement finding/outcomes as appropriate. 
• Develop and manage L&D Forecast and Budget

Qualifications:

Required Work Experience: 

• 7-9 years professional experience in leadership role in a customer service environment.

Preferred Work Experience: 

• 5 years of healthcare and clinical laboratory experience.
• 5 years of learning and development experience.

Physical and Mental Requirements: 

Consistent exceptional customer service, accuracy and quality focus required.

Skills: 

• Strong learning and development skillset.
• Proficient level skills with the Microsoft Office suite, specifically Excel
• Excellent interpersonal, customer service and communication skills, including the ability to communicate complex issues clearly and concisely. 
• Proven problem solving and analytical skills. 
• Proven ability to positively influence staff to drive results in achieving goals and objectives. 
• Proven ability to manage and resolve conflict Adaptable and flexible with the ability to accept, create and manage change.
• Demonstrated success in fostering a positive and productive work environment, with ability to lead, build and motivate teams. 
• Broad understanding of the laboratory business and its service requirements.

People Leader Responsibility:

Direct leadership/development of 5 strategic training resources

Work Environment: Travel up to 30%

EDUCATION 
Bachelor’s Degree(Required)

40737

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