Director of Training

We know what you're thinking. "What kind of name is IncredibleBank?"

Well, we're glad you asked.

With a name like IncredibleBank, we have a lot to live up to. Our name is a promise we make every day to our customers and to our team members (and hey, that could be you!). A promise that we strive to be incredible in everything we do. A promise that will help our customers, fellow team members, and our communities to do the incredible.

At IncredibleBank, we're all about ICE. What's ICE? ICE stands for Incredible Customer ExperienceTM (that's right - an experience so good and so important we trademarked it). ICE illustrates the core values that drive everything we do - how we conduct business, how we treat each other, and how we continuously strive to build on our model of customer-focused banking. Our core values have been in place for more than 50 years and continue to influence every aspect of our operation today.

So - how can you help us live up to our name?

About the Role:

We are eager to discuss the prospect of you joining our team as our next incredible team member!

This position allows you to partner with other team members and key stakeholders to provide Incredible Customer Experiences of your own!

Duties and responsibilities may include:

• Design, implement, and continuously enhance structured onboarding, role-based training, manager development, and people development programs that accelerate readiness, build capability, improve performance, and support long-term career growth across the organization.
• Partner with department leaders to identify the knowledge, skills, and behaviors required for success, access capability gaps, and develop practical training solutions that improve performance, team effectiveness, and business results.
• Lead the governance and lifecycle management of branch and operational procedures, ensuring policies, processes, and job expectations remain current, accessible, and aligned with business regulatory, and customer experience requirements. 
• Partner with Operations, Compliance, Risk, Branch Banking, People Team, and subject matter experts to ensure training, procedures, and supporting resources are accurate, practical, compliant, and easily applied by employees in their daily work.
• Identify and address procedural gaps, outdated documentation, inconsistent execution, and knowledge deficiencies that create operational risk, reduce efficiency, or negatively impact the   customer experience.
• Establish and maintain centralized knowledge management resources, including training materials, procedure libraries, job aids, and reference tools, so employees can quickly find the information needed to perform confidently and consistently. 
• Implement role-based assessments, certifications, readiness checkpoints, and knowledge validation processes to confirm employees can accurately apply critical procedures, systems, products, policies, and regulatory requirements.
• Establish refresher training, retraining, or recertification programs for high-risk, complex, or frequently changing processes to reduce errors, strengthen compliance and improve execution consistency. 
• Develop and maintain meaningful metrics, benchmarks, and reporting that measure training effectiveness, training effectiveness, employee readiness, procedure adoption, operational consistency, engagement, and business performance outcomes.
• Provide leaders with actionable reports, dashboards, insights, and recommendations related to onboarding progress, learning completion, certification status, performance trends readiness levels, and development opportunities.
• Identify organizational performance challenges and recommend learning, process, communication, coaching or development solutions that improve effectiveness and drive business results.
• Facilitate talent reviews, succession planning, and talent assessments to strengthen leadership pipelines, improve employee growth opportunities, and support future organizational needs. 
• Oversee the administration and effectiveness of learning systems, training records, certification tracking, curricula, schedules, and related learning resources to ensure accurate reporting and a positive learner experience.
• Manage relationships with internal partners and external vendors to support learning delivery, technology administration, content development, and overall program quality and effectiveness.

This is a regular full-time, salaried exempt position, averaging approximately 40 hours/week. Schedule may vary between the hours of 8:00 am to 5:30 pm CDT Monday through Friday.

This position will work on-site at our IncredibleBank branch location in Wausau, WI on 17th Avenue.

About You:

You do what is right over what is easy. You don’t settle for good enough. You’re driven to learn and grow. You recognize your impact on the customer experience, regardless of your role. Those attributes are just a few things our incredible employees have in common.

And, we’d be so excited to learn a little more about you and discuss your interest in joining our team! Our recommended and preferred qualifications are:

• Bachelor's Degree and 7+ years of progressive experience in learning and development, organizational development, Human Resources, training, operational readiness, and/or a related discipline, or an equivalent combination of education and experience.
• Prior work experience in financial services, banking operations, retail banking, or another highly regulated environment preferred.
• Demonstrated success developing onboarding programs, role-based training, learning roadmaps, procedure resources, accountability frameworks, and performance support tools.
• Experience facilitating training, consulting with leaders, analyzing performance gaps, and developing programs that improve people’s capability and business results.
• Experience with learning management systems, training tracking tools, reporting dashboards, development software, design software, or related technologies preferred.

About Our Benefits and Compensation:

Our promise of ICE extends to our employees as well. Our employees are our greatest asset, and we strive to show our appreciation by offering top-tier benefits and, dare we say, more than competitive compensation that we’re willing to discuss up front.

And we are constantly evaluating and improving our benefits. In fact, eligible employees receive over 30 days off per calendar year! That includes 18 days of PTO to begin, PLUS an Anniversary Holiday, Birthday Holiday, Wellness Holiday, and 12 observed Bank Holidays.

Check out our total rewards package at: https://www.cbmicrosite.com/incrediblebank

About the Company:

IncredibleBank first started in 1967 as River Valley Bank with a single location in Rothschild, WI. And we may have strong roots in community banking, but IncredibleBank wasn’t awarded as one of America’s Most Innovative Banks by the Independent Community Bankers of America for our popcorn Fridays. Though we do love free popcorn...

We strive to stay on the leading edge of banking technology with the goal providing the best, simplest way for our customers across the country to do their banking. But if our customers need us, they can pick up the phone and talk to a real person. And that’s what makes us America’s first national online community bank. And who doesn’t love the idea of a national community?

Today, IncredibleBank is a $2.0 billion-asset institution that has grown to 17 brick-and-mortar locations with customers in all 50 states. But we know that as an employer, it’s less about size than it is about culture. That’s why we’re especially proud to have been certified as a Great Place to Work.

Learn more about our Great Place to Work engagement results here: https://www.greatplacetowork.com/certified-company/7022621