Assist with Human Resources matters, and work with the Learning and Development (“L&D”) team in conducting Retail Banking Academy trainings and other training and development programs for employees. Work closely with Popular’s leaders in the Virgin Islands to execute its strategic plan and ensure the alignment of the companies’ priorities within the workforce, follow regulatory and legislative mandates. This role will respond to internal and external customers’ questions and general inquiries related to Human Resources systems, processes, and policies. This position requires an extremely perceptive person, who can relate to individuals at all levels. As unique situations present themselves, the incumbent must be sensitive to corporate needs, employee goodwill, and the public image. This candidate must always adhere to company and industry regulations.
Essential Duties and Responsibilities
Learning and Development
Deliver the Retail Banking Academy training programs with an emphasis on software system implementation, customer service, banking products and services, policies, and procedures in the VI Region as needed using a variety of training methodologies and techniques to ensure maximum effectiveness of training programs.
Conduct non-Retail Banking Academy training programs such as: New Employee Orientation (NEO), ZAP Manager Self Service (MSS), SSFF Performance, and ZAPortal among others.
Discuss in-class performance matters with the L&D Supervisor. May be involved in coaching discussions and/or corrective action process, if necessary.
Assess training effectiveness through learning survey results, business outcomes, management feedback and branch visits for further action upon findings.
In collaboration with L&D:
coordinate all training delivery logistics in accordance with course design and established guidelines including scheduling, audience identification, materials, attendance tracking and facilities.
plan, prepare, and monitor the production of all training materials for each session.
follow-up on issues with the different retail banking platforms (mostly with EVERTEC).
Administer, score, record and report result of different course assessments as defined by internal processes and guidelines.
Coordinate with external and internal resources/facilitators all the scheduling for the assigned learning activities (LEAN, Fraud and Security, among others).
Maintain an updated inventory of the transactions used in the training room.
Prepare reports and presentations of L&D key performance indicators (KPI’s) on a monthly and quarterly basis.
Collaborate with special projects.
Participate in the Regional Operations meetings to develop relationships and be up to date on needs, operational changes, and products strategy.
Evaluate the effectiveness of training programs.
Maintain records of employee participation in all training and development programs.
Some travel may be required.
Operations
Analyze and control administrative processes to facilitate and simplify operations and verify compliance with established procedures to achieve the unit’s results.
Maintain employees’ files and records in electronic and paper form.
Provide exceptional customer service by responding to all walk-in customer service requests, inbound customer calls and written correspondences.
Process all personnel action forms and ensure proper approval.
Serve as the Benefits and 401K liaison.
Assist with preparing written communications and presentations regarding company policies and procedures.
Assist employees in handling and processing workers’ compensation claims.
Address local unemployment insurance claim requests.
Assist and support the development of a regional employee wellness program.
Coordinate travel, transportation, and accommodations for personnel and process reimbursements and/or payments.
Coordinate and arrange meetings, prepare agendas, reserves, and prepare facilities.
Ensure HR data in ZAPortal is up to date for the VI region.
Manage and maintain office inventory and supplies.
Refer situations to Human Resources specialized units as needed.
Serve as the liaison to Payroll department with ensuring the National Health Insurance, social security and payroll taxes are transmitted to the BVI and paid in a timely manner.
Serve as a support in completing audit and compliance reports.
Corporate Uniform Program
Serve as an intermediary between personnel who use the corporate dress code and Our People Operations.
Validate the receipt of clothing items by means of invoices.
Give support in the creation of reports and information necessary for the administration of the program, among others.
Support rollouts coordination.
Support the logistics of the corporate clothing delivery process with the supplier.
Other Related Duties
Assist on special projects as requested.
Performs other HR related duties as required.
Minimum Education
Bachelor’s degree in education, Human Resources, Industrial Psychology, Psychology, or related field.
Experience
Three (3) years combined experience in the banking industry, human resources and/or learning and development fields.
Certifications / Licenses
The following certifications and/or licenses are desirable:
Instructional Design Certification
Professional Facilitator Certificate
Professional in Human Resources (PHR)
Senior Professional in Human Resources (SPHR)
Global Professional in Human Resources (GPHR)
Coaching Certification
Knowledge, Skills, and Abilities (KSAs)
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Facilitation skills: Track record in facilitation and presentation skills. Able to present ideas effectively one-on-one, virtually and with a large group. Able to communicate effectively with people at all levels and in various settings.
Instructional design: Knowledge in developing content using practical adult learning methodologies.
Computer and technological skills: proficient in the CCTM System. Knowledge in Microsoft suite of products (i.e., PowerPoint, Excel, Outlook, and Word). Familiarity with Learning Management Systems (Success Factors).
Project Management: Ability to work with multiple projects and tasks with minimum supervision. Capacity to achieve results according to plan ensuring the expected quality. Must demonstrate leadership, logic, and reasoning skills.
Operational/Regulations Processes: Knowledge of policies and regulations. Ability to establish, conduct and track operational processes properly, and implement changes.
Supervisory Skills: Communicate effectively with colleagues and staff, coach, and mentor. Demonstrate ability to lead the work of others.
Demonstrated ability to work independently and collaborate with team members.
Good time and priority management, ability to meet deadlines.
Important: The candidate must provide evidence of academic preparation or courses related to the job posting, if necessary.
ABOUT US
Popular is Puerto Rico’s leading financial institution and have been evolving since it was founded over a century ago. From a small bank it has developed into a large corporation that offer a wide variety of services and financial solutions to our customers, with presence in the United States, the Caribbean and Latin America.
As employees, we are dedicated to making our customers dreams come true by offering financial solutions in each stage of their life. Our extensive trajectory demonstrates the resiliency and determination of our employees to innovate, reach for the right solutions and strongly support the communities we serve; therefore, we value their diverse skills, experiences and backgrounds.
We reaffirm our commitment to always offer essential financial services and solutions for our customers and communities, including during emergency situations and/or natural disasters. Popular’s employees are considered essential workers, whose role is critical in the continuity of these important services even under such circumstances. By applying to this position, you acknowledge that Popular may require your services during and immediately after any such events.
If you have a disability or need more information about requesting an accommodation, please contact us at asesorialaboral@popular.com. This email inbox is monitored for such types of requests only. All information you provide will be kept confidential and will be used only to the extent required to provide needed exemptions or reasonable accommodations. Any other correspondence will not receive a response.
