Training, Development, & Operations Support Manager

261001 Requisition #

Manager, Training & Development and Operations Support

Are you a leader that is highly motivated, effective at driving change and committed to continuous improvement? Are you interested in leveraging your communication, organizational change management and leadership experience to support a fast-paced, ever-changing customer service environment? The Federal Reserve Bank of Minneapolis Customer Contact Center (CCC) is searching for an exceptional training and operations leader to oversee and set the strategic vision for a dynamic training, compliance, and operational support function.

The CCC is part of the Federal Reserve System’s Customer Relations and Support Office (CRSO) which has a strategic leadership role within the Federal Reserve, including managing the nation-wide electronic payments and information delivery network (FedLine Solutions) transacting, leading national sales and marketing strategies, and providing customer set-up and support for over 110,000 users in nearly 10,000 organizations.  Through operations in Minneapolis and Kansas City, CCC personnel provide the highest quality professional technical and service setup support for customers utilizing FedLine Solutions as well as support for consumers through the Federal Reserve Consumer Help Center.  CCC personnel also provide support for several internal activities.

The Manager, Training & Development and Operations Support will plan and direct strategic goals and objectives for the training and compliance programs that support the professionals working in the CCC operation. They will lead a team of six direct reports in Minneapolis and Kansas City.

Key Responsibilities include:

Partnering with CCC management, analyze and interpret business data to plan and direct all aspects of the operational training, development, and compliance programs, including direct supervisory responsibilities for a team of training and compliance professionals.


Analyze training needs and investigate available training methods and practices to identify and execute effective solutions. Set the strategy for how training is designed, developed, and delivered for groups or individuals in a classroom or work environment using a variety of training methods, including online/e-learning and instructor-led classes. Monitor/track participant progress, conduct evaluations, administer assessment tools, and soliciting feedback to improve course content, delivery methods, and training effectiveness.


Provides leadership, consultation, and support on training and compliance related matters to department leadership and staff to help them achieve business and organizational goals and objectives. Communicates and collaborates across functions and/or shifts to resolve complex issues.


Develops, motivates, and evaluates performance of staff, which includes managing staff to identify developmental assignments and training opportunities, working with individuals on their career goals, delegating responsibilities, providing timely feedback and evaluating performance on any of the preceding duties.


Plays a key role in the full cycle of employment matters, including but not limited to those involving hiring, retention and performance optimization, salary recommendations, and decisions related to the termination of employment, as well as the documentation of these matters.


Interprets government regulations and FRS custody controls, and ensures consistent application of department policies and procedures.  Establishes and implements policies and procedures, productivity and quality measures, regulatory standards, and other applicable controls. Directs implementation of new and revised systems, procedures, methods and forms that involves multiple operations.


Actively seeks information about new developments and initiatives that affect the multiple operations, and distributes the information throughout the organization, as needed. Determines impact and makes appropriate and timely recommendations.


Prepares, administers and tracks department budget. Approves expenditures within delegated authority limits. Leads and/or participates in department, Bank, District, and FRS work groups and projects in support of strategic initiatives.


May provide work direction and contract management for external vendors and/or contractors in coordination with procurement and Human Resources.


Performs other duties as assigned.



·         Bachelor’s degree in business administration, management or a related field, or an equivalent combination of education and experience.

·         Minimum 8 years related operations, professional and/or call center experience, to include supervisory/management experience

·         Excellent oral and written communication skills

·         Demonstrated training  and compliance management abilities

·         Proficiency using standard business applications and software

·         Strong ability to conceptualize, plan, and develop strategies; coordinate large scale, complex projects


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