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Performance Development Specialist
Suntrust Banks, Inc. | Orlando, Florida
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Job Description

Performance Development Specialist-W442811


Serve as advisors to drive increased performance and the client experience through management, implementation and ongoing support of knowledge based, skill building tools and programs. Programs supported increase teammate bench strength, lift teammate engagement, raise service excellence and enhance revenue generation. At various levels, create, oversee, deliver or provide analyst of various STOLI and Banking Operations teammate performance management and developmental coaching activities. Enable cross pollination of best practices to raise productivity and efficiency in STOLI/Bank Operations Provide performance feedback to coaches and managers after observation, analysis and evaluation of behaviors (knowledge, skills and attitudes) demonstrated in client interactions. Assist management with the training and development of staff.

Instructs coaches and call center managers how to develop a strategic plan for maximizing teammate's performance based on coachs evaluation and performance trend analysis; how to conduct a gap analysis utilizing various performance metrics documentation, and audio and visual observations. Ensure coaches and managers are leveraging strengths and planning strategies to improve effective areas as well as identifying areas of opportunity. Aim to increase representative Service Excellence results (including client interactions, operational interactions, and quality financial solutions) through skill development of Coaches and Team Managers. Conducts workshops, participates in call calibration sessions and partners with Client Experience subject matter experts to strategize how to improve performance. Teach techniques to improve the coach's ability to identify root cause opportunities, improve process quality, client centric experience and skills assessment. Act as subject expert regarding Coaching Plus functionality in the iPerform (Merced) system. May develop curriculum or study materials from what is provided from external sources to help coaches improve their craft.


Basic Qualifications:

• High School diploma or GED.
• 5 years in management training and team building with experience and expertise in service and sales functions within a call center.
• Proven ability to facilitate productive learning sessions, one on one and also in a group setting.
• Knowledge of banking products, sales behavior and process, client satisfaction.
• Strong leadership, problem solving and interpersonal skills.

Preferred Requirements:

• Bachelors degree

Job:Contact Center
Primary Location: FL-Orlando / Central FL Area
Work Locations: Orlando Operations Center

7455 Chancellor Drive

Orlando 32809


Equal Opportunity Employer: SunTrust supports a diverse workforce and is a Drug Testing and Equal Opportunity Employer. SunTrust does not discriminate against individuals on the basis of race, creed, color, gender, religion, national origin, age, disability, veteran status, pregnancy, marital status, citizenship status, sexual orientation, gender identity, genetic information, or any other classification protected by applicable laws.

To review the EEO Poster, copy and paste the following link into your brower: http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf http://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf

About Suntrust Banks, Inc.

SunTrust Banks, Inc. (SunTrust) primarily operates as a financial services holding company. Through its principal banking subsidiary, SunTrust Bank (the Bank), the Company provides deposit, credit, and trust and investment services. Through its subsidiaries, SunTrust also provides mortgage banking, credit-related insurance, asset management, securities brokerage and capital market services. The Company operates in five business segments: Retail, Commercial, Corporate and Investment Banking (CIB), Wealth and Investment Management, and Mortgage. The Bank operates primarily in Florida, Georgia, Maryland, North Carolina, South Carolina, Tennessee, Virginia and the District of Columbia. SunTrust provides clients with a selection of technology based banking channels, including the Internet, automated teller machines (ATMs), personal computers and around-the-clock telebanking. In May 2008, SunTrust completed the acquisition of GB&T Bancshares, Inc.

This company profile was created by AfterCollege and is about Suntrust Banks, Inc.. This page is not endorsed by or affiliated with Suntrust Banks, Inc.. For questions regarding company profiles, please email: care@aftercollege.com.