Senior Manager, Learning & Development NCS

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

• 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

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)