Sr. Learning and Development Facilitator

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Position Summary

The Sr. Learning and Development Facilitator plays a key role in enhancing workforce capabilities by aligning team member development initiatives with the organization’s strategic goals. This position is responsible for designing and delivering impactful training programs that elevate the performance of retail teams, enhance member service, and support business growth. With a focus on onboarding, skill-building, and coaching for teller, banker, and branch leadership roles, the Senior Facilitator partners closely with business leaders and subject matter experts to assess needs and implement scalable, results-driven learning solutions.

Principle Duties and Responsibilities

Willingness and ability to exhibit Wellby Core Values every day.

Works purposefully and is driven to provide the best team member experience.

Program Delivery and Facilitation

Facilitate engaging onboarding, product/service, sales, service excellence, compliance, and operational training programs for retail team members across the branch network.

Delivered targeted development programs for frontline and emerging retail leaders, enhancing leadership effectiveness, operational excellence, and exceptional member service delivery.

Tailor delivery methods to meet the needs of different audiences, leveraging learning principles and best-in-class facilitation techniques.

Coaching and Performance Support

Provide coaching and on-the-job support to branch team members and leaders to reinforce skills learned during training sessions.

Serve as a trusted learning partner for Retail leaders, supporting team member development, performance improvement, and branch operational readiness.

Content Development and Enhancement

Partner with L&D teammates and Retail Operations leaders to develop, update, and refine training content, ensuring alignment to organizational priorities, regulatory requirements, and operational standards.

Create facilitator guides, learning aids, and participant materials that drive clarity, consistency, and service excellence.

Program Evaluation and Continuous Improvement

Gather feedback, monitor training outcomes, and use learning data to recommend improvements to training programs and delivery methods.

Ensure learning programs directly support key retail performance metrics, member satisfaction, and business goals.

Continuously evaluate program effectiveness using data-driven methods such as assessments, surveys, performance metrics, and stakeholder feedback to measure learning impact

Maintain records of training activities, attendance, test results, and retraining requirements.

Performs other related duties as assigned.

Knowledge, Skills, and Abilities (KSA)

Knowledge of Wellby’s organizational functions and general operating policies and procedures.

Knowledge of general office practices and procedures, business English, spelling, and punctuation.

Knowledge of personal computer, utilizing Microsoft Office Suite and other software.

Knowledge of retail banking products, member service standards, branch operations, regulatory compliance, and sales/service practices.

Skilled in developing leaders, coaching, and mentoring others to maximize performance.

Skilled in having constructive conversations with leadership around performance, development, and helping to support business goals.

Skilled in facilitation, communication, and relationship-building

Skilled in operating computer equipment and general office machines such as personal computers, copiers, projection equipment, audio/video, Microsoft Teams, Zoom Video Communications, and adding machines.

Skilled in interpersonal skills for exchanging accurate information across diverse audiences

Skilled in designing and facilitating interactive training sessions that promote knowledge retention and learner engagement.

Ability to work in a fast-paced team environment with exceptional customer service skills.

Ability to lead high-impact presentations and facilitate strategic discussions that drive understanding, alignment, and action.

Ability to quickly learn and implement new tools or platforms to enhance learning experiences.

Ability to evaluate and research training options and alternatives

Ability to effectively facilitate presentations

Ability to identify skill gaps through interviews, surveys, and performance data.

Ability to be trustworthy and act with integrity.

Ability to motivate others and to work in a large, cross-functional team dynamic.

Ability to provide excellent time management skills with proven ability to meet deadlines.

Ability to communicate clearly and concisely, orally and in writing.

Ability to efficiently understand and follow oral and written instructions, perform routine duties without close supervision, and establish and maintain effective working relationships with other team members.

Ability to coordinate several concurrent activities simultaneously.

Ability to travel to all branches and training sites to support regional facilitation.

Ability to exercise independent judgment.

Supervisory Responsibilities

The team member does not have supervisory responsibilities.

Complexity & Scope of Work

The team member will ensure policies, procedures, and programs are consistently administered, aligned with organizational goals, and compliant with professional standards.

The team member performs routine and generally related tasks without supervisory direction.

Tasks may occasionally have to be coordinated, integrated, and/or prioritized.

Courses of action are determined by established procedures and/or the L&D Manager

The team member’s work is reviewed periodically for accuracy, completion, and compliance with the policies and procedures.

The team member uses independent judgment in making decisions.

Physical Demands & Work Environment

The physical demands and work environment characteristics described here represent those that must be met by a team member to successfully perform the essential functions of this position. Reasonable accommodations may enable individuals with disabilities to perform essential functions.

To perform this job successfully, the team member is frequently required to remain in a stationary position 50% of the time. Daily movements include sitting, standing, reaching, and grasping; operating computers and other office equipment; moving about the office; and attending possible onsite and offsite meetings.

The team member must be able to exchange information, in person, in writing, and via telephone. Some degree of stress results from contact with management and other team members.

The ability to observe details at close range (within a few feet of the observer).

Must be able to occasionally lift items weighing up to 25 pounds across the office and load them onto shelves for various needs.

The noise level in the work environment is usually moderate.

Work involves the typical risks and discomforts associated with an office environment but is usually in an adequately cooled, heated, lighted, and ventilated area.

Minimum Qualifications

Bachelor’s degree in business management, human resources, education or a related field required

Minimum four (4) – six (6) years of experience in retail, training and development, or related field required.

Minimum two (2) years of leadership experience preferred.

An equivalent combination of education and experience may substitute for stated qualifications.

Demonstrated experience presenting to a wide range of audiences

Bondable

For All Candidates

This is a Full-Time Salary (exempt) Emergency Role: Non-essential

Wellby is an equal opportunity and affirmative action employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, veteran status or any other legally protected characteristic. If you’d like more information about your EEO rights as an applicant under the law, please contact Human Resources.

Wellby provides equal opportunity to qualified individuals with disabilities and disabled veterans. If you need a reasonable accommodation, please email or call for assistance.

Disclaimer

The statements herein are intended to describe the general nature and level of work being performed by team members and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.

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