Sr. Manager Partner Servicing and Training

Summary of the Job

At FNBO, our employees are the heart of our story-and we’re committed to their success! Please see below the details of this career opportunity and how it fits into our organization’s success.

Summary of the Job:
The Sr. Manager of Partner Servicing & Training is a leader in the Partnership space responsible for a team delivering day-to-day support for our partners and ensuring partner employees are educated to both sell and service our products. From a Partner Servicing perspective, this role is responsible for driving efficiency, accuracy and success in resolution. The team owns processes related to partner setup/changes, daily partner inquiries, data sharing/partner report management, rewards vendor servicing, file monitoring, and escalated customer service issues/complaints as needed.

This role will be guiding, supporting, and driving the team to be as efficient and effective as possible, identifying themes and driving change. From a Training perspective, this role is responsible for managing a team of trainers as well as oversight of the learning management system (LMS) platform. The team owns the presentation, output, and effectiveness of all partner-related education.

This role will be analyzing the value and effectiveness of our training, strategizing and driving new ways to engage our partners’ employees, and ensuring we are meeting our governance standards for education while driving sales.

Manage the day-to-day operations of the Partnership Servicing and Training teams while fostering employee development to achieve organizational objectives.

Responsible for identifying the training strategies for all FNBO partner verticals.

This includes:
Deploying a variety of training methods – in-person, LMS, and video Monitoring and evaluating training effectiveness.

Analyzing performance and partner culture to recommend appropriate training strategies.

Maintaining a keen understanding of training trends, developments, and best practices.

Responsible for driving initiatives to improve servicing efficiency throughout the enterprise.

Oversee new partner set up and changes for branding accuracy.

Ensure a deep understanding of FNBO data and be able to translate when needed to a partner contact.

Oversee the day-to-day support including partner inquiries, escalated customer service issues, complaints, inventory management, data sharing and reporting fulfillment.

Analyze and coordinate the resolution of Partner & Customer product and service issues.

Identify alternative solutions to issues and proactively work with both internal and external business partners to resolve.

Work as liaison with other areas of the organization to ensure resolution of all escalated Partner Servicing issues.

Work with team to execute initiatives that align with the Account Executives objectives including Partner training, maintenance, and fulfillment activities.

• Transformation leader with experience and focus on efficiency, process, and change management.
• Ability to energetically lead, coach, and grow the skills of a team.
• Understand how to balance resource demands with partner profitability.
• Deep analytical skills to understand our internal data and work with team to deliver information externally to our partners.
• Technical knowledge to utilize to ensure we are fully leveraging our learning management system.
• Proficient in Microsoft Office Suite (Excel, Word, PowerPoint).

• Bachelor’s degree.
• 5+ years of experience with client facing roles.
• Strong leadership experience leading teams, including on-site and remote team members.
• Travel required (approximately up to 10-15%).
• Track record of working across departments to support common objectives.
• Candidates must possess unrestricted work authority and not require future sponsorship.

Compensation range (base pay): $91,691.00-$. This role may have a specific starting pay within this range. Final compensation offer to candidate may vary from posted hiring range based upon work experience, education, and/or skill level.

It is anticipated that the incumbent in this role will work in a hybrid capacity, balancing in-person…