Career Opportunities

Team Leader - Implementation & Training

Job Location: Westbrook, Maine
Job Summary

This position leads the Implementation & Training team in providing a high-level of support to credit unions for conversions, mergers, and single-product deployments. This position is responsible for the development, coordination, and facilitation of technical and skills-based training programs for Synergent credit union partners and Synergent staff. The incumbent will train on the Symitar Core Processing system and specialized financial products and services, focusing on core conversion projects. This position is responsible for providing superior customer support through implementation processes, needs analysis, unit testing, documentation, set-up support, and training. This position involves extensive customer interaction and service, and the incumbent will demonstrate sound technical knowledge as well as exceptional analytical, communication, and customer service skills.  25% travel is required in support of conversion projects, go-live processes, and other credit union programs.

Essential Functions
  • Lead and mentor Implementation & Training staff in delivering a high level of support in all areas.
  • Coach team members and complete annual employee evaluations, as well as formulating the necessary methodology for optimum team performance.
  • Monitor I&T queue and ensure cases are assigned and completed in a timely manner.
  • Work with management and the Project Management team on conversions for credit unions moving to current software platforms offered by the Enterprise and merging credit unions, including working with the credit unions and all areas of the Enterprise on data verification, data specifications, and third-party interfaces.
  • Develop and deliver high-quality, interactive training programs (in-person and live online/synchronous and recorded/asynchronous) for credit union partners, including but not limited to core conversions, custom training requests, and other Synergent products and services as needed.
  • Actively form and maintain relationships with vendor partner key staff members for all products to ensure high-level service delivery on single-product implementations.
  • Develop learning plans, facilitation and user guides, training manuals, and evaluation tools for standard and custom training programs, as well as create appropriate documentation and job aids for implementation processes and procedures.
  • Define and execute implementation plans for conversion-merger projects and product deployments. Proactively engage with credit union staff throughout the conversion-merger process, leading them through the set up/configuration process, answering questions, and troubleshooting issues.
  • Set up and perform systems testing and verification and troubleshoot final system setups.
  • Travel to and work at credit union locations for go-live processes and other training programs.
Required Skills and Knowledge
  • Proficiency in effectively communicating and coordinating internal and external cross-functional resources.
  • Proficiency in business process discovery, modeling, analysis, and design.
  • Understanding of business process performance management.
  • Sound technical knowledge; skilled in or understanding of technical systems, including networks and databases. Experience with Symitar, loans, general ledger, and/or payments a plus.
  • Education and/or experience in technical training and/or software implementation including configuration, set up, and testing.
  • Ability to design, develop, facilitate, and evaluate learning, training, and development programs.
  • Strong facilitation skills across a variety of environments, including classroom and remote environments, and the ability to present complex information to a variety of audiences.
  • Excellent interpersonal and communication skills.
  • Proficiency with standard PC programs and functions.
  • Excellent communication skills to convey information effectively and efficiently.
  • High level of organizational skills necessary for prioritizing and managing varying responsibilities and workloads.
  • Ability to work independently and as part of a team within a challenging and diverse environment.
  • Ability to adapt to changes and adjust priorities with little notice.
  • Ability to learn new concepts and skills in order to continually expand knowledge base and advance with industry changes.
  • Ability to apply critical thinking skills to solve problems by generating, evaluating, and implementing solutions.
  • Willingness to work and seek out new work challenges.

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