Associate Director, Training

Job Summary

The Associate Director, Training is responsible for the development and implementation of the unit’s training program to ensure all Drexel Central staff are able to provides the optimal level of customer service to students, families, University partners, and community partners via front line in-person, phone, and e-mail communications across all student levels and populations regarding admissions, financial aid, billing, and registration. The position is also responsible for the continued development and oversight the new hire on-boarding training program. This requires creating, performing, and regularly updating training needs assessments, training curricula, materials, and serving as the primary resource for new hires over their first 90 days. The Associate Director has direct and frequent contact with colleagues across Drexel Central, Admissions, and EMSS and its affiliated units as well as other University offices to ensure the training being developed and delivered to the team is accurate and comprehensive. The position reports to the Director of Drexel Central.

Essential Functions

• Identify training needs by evaluating current knowledge levels of staff via student interactions and staff feedback.
• Work with staff supervision to address training needs of staff members.
• Translate training needs into curricula that successfully transfers content knowledge and customer service skills to frontline staff.
• Walk through complex student accounts with staff members to progress staff content knowledge.
• Serve as a liaison between Drexel Central and university offices in relation to training needs and updates.
• Stay informed and keep staff updated on university and federal policy changes.
• Execute annual content training with effective training and assessment materials.
• Consistently evaluate training resources and modules to ensure accuracy and reflect needed changes and/or updates.
• Facilitate the new hire on-boarding training program.
• Create extensive training schedules for new employees.
• Coordinate access of all necessary systems for new employees.
• Provide structured learning experiences and monitor/evaluate outcomes.
• Deliver and provide instruction for training courses.
• Understand and identify different learning styles and cater to those needs.
• Assess training effectiveness to continuously improve on-boarding and staff training.
• Participates in outreach activities as assigned including nights and weekends (both Saturday and Sunday).
• Help to negotiate and provide successful training solutions to serve competing and varied offices’ needs.
• Identify and execute professional development opportunities for staff members.
• Assists team with finding appropriate solutions for billing, financial aid, and registration issues.
• Works collegially with colleagues in Drexel Central affiliated units to identify resolution to student account issues.
• Other duties as assigned.

Required Qualifications

• Bachelor’s degree.
• Minimum of 3 years of experience in higher education.
• Experience with Drexel systems (Banner, RightNow, Hyperion).
• Experience with Microsoft Office Suite (One Drive, Teams, Sharepoint, etc.).
• Ability to work nights and weekends as needed.

Preferred Qualifications

• Experience working in a student service center, financial aid or bursar office; training experience preferred.
• Experience in designing and executing successful training programs.
• Excellent/proven leadership skills.
• Excellent/proven verbal and written communication skills.
• Excellent/proven listening skills.
• Excellent/proven presentation skills.
• Excellent/proven collaboration skills.
• Excellent/proven organizational skills.
• Ability to plan, multi-task and manage time effectively.
• Ability to work independently and be a self-starter.
• Ability to organize and present complex information to a variety of skilled audiences.
• Must be enthusiastic, people orientated and enjoy working with others.
• Able to collaborate with peers and superiors to achieve overall divisional goals.
• Must be willing to work as part of a team in a fast paced, goal driven environment, and maintain a positive attitude.

Physical Demands

• Ability to lift up to 25lbs.

Location

University City, Philadelphia PA

Additional Information

This position is classified as Exempt with a salary grade of K. For more information regarding Drexel’s Professional Staff salary structure, https://drexel.edu/hr/career/ducomp/salstructure/

Special Instructions to the Applicant

Please make sure you upload your CV/resume and cover letter when submitting your application.

Review of applicants will begin once a suitable candidate pool is identified.

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Advertised:Apr 26 2022 Eastern Daylight Time
Applications close:Jun 27 2022 Eastern Daylight Time