Learning & Development Manager

Shepherd Outsourcing is a financial services company specializing in third-party debt collections. Our team is built on reliability integrity accountability and drive and we are proud of the high standards that define our success.

We are looking for a Learning & Development Manager who can lead with confidence communicate clearly and hold people accountable while helping them develop and succeed.

This role is more than delivering training. You will be responsible for leading training classes developing employees coaching performance creating training strategies and helping new hires succeed throughout their first 90 days.You will work closely with leadership and operations to ensure our training supports both employee development and business needs.

At Shepherd success isnt just about having the right experience. Its about how you approach your work and the people you lead.

Someone who succeeds in this role:

• Takes ownership You dont wait for someone else to solve a problem. You take responsibility find solutions and follow through.
• Values accountability You set clear expectations address issues directly and hold yourself and others accountable for results.
• Communicates clearly You can explain expectations give constructive feedback answer difficult questions and have uncomfortable conversations when necessary.
• Leads by example You understand that your attitude consistency and work ethic set the tone for the people around you.
• Develops people You dont just give someone the answer. You coach them identify where they need improvement and help them become successful on their own.
• Stays consistent You understand that effective training and development require patience follow-through and consistencynot just a strong first impression.
• Pays attention to the details You take pride in accuracy and understand that small details matter especially in a highly regulated industry.
• Adapts when needed You can adjust your approach based on the person situation or needs of the business without losing sight of expectations.
• Does the right thing You operate with integrity and understand the importance of professionalism confidentiality and compliance.
• Wants people to succeed You genuinely enjoy helping others improve but you also understand that supporting someone does not mean lowering the standard.

• Lead and facilitate training for new hires agents and supervisors
• Organize and manage daily classroom activities and training schedules
• Develop and implement training strategies that support company and client objectives
• Monitor individual and class performance and identify opportunities for improvement
• Coach motivate and develop trainees throughout the training process
• Provide ongoing coaching and development feedback
• Create and improve training materials content and processes
• Work with leadership and operations to ensure training objectives are being met
• Ensure client and regulatory compliance requirements are incorporated into training
• Respond to trainee questions and concerns and work toward timely resolutions
• Monitor new-hire performance and help manage retention throughout the first 90 days
• Prepare reports and provide feedback on training effectiveness
• Support continuous improvement of our training programs and employee development efforts

• Minimum 2 years of collections industry experience
• Previous management leadership or supervisory experience preferred
• Previous training coaching or instructional experience preferred
• Experience creating or implementing training materials processes or curriculum is a plus
• Experience with a Learning Management System is a plus
• Strong presentation and written communication skills
• Strong working knowledge of Microsoft Office
• Ability to prioritize multiple responsibilities and work independently
• High level of integrity and discretion when handling confidential information

If you are someone who communicates clearly takes accountability seriously leads by example and genuinely enjoys helping people improve wed like to hear from you.

At Shepherd we believe that effort consistency and attitude matter. We are looking for someone who will bring those same qualities to our team and help us continue developing a strong accountable and successful workforce.