Supervisor- Training & Quality
PPL · Allentown, Johnston, Louisville
Company Summary StatementPPL Electric Utilities delivers safe, reliable and affordable electricity to more than 1.4 million homes and businesses throughout its 29-county service territory in eastern and central Pennsylvania. Through smart investments and innovation, it has built one of the most advanced electric grids in the United States. And, with over a century of expertise, PPL Electric remains focused on continuing to build the utility of the future, today. Regularly ranking among the country’s best utility companies for reliability and customer satisfaction, PPL Electric has won numerous awards, including 30 J.D. Power Awards for providing top-quality service to residential and business customers. PPL Electric is a major employer and an active supporter of the communities it serves. Empowering employees, community members and initiatives across its service territory through volunteerism and investments in organizations that support education, sustainability, and wellbeing.
Overview
This position contributes to PPL EU success by managing the QA program &learning and development (L&D) initiatives, including the development of complex new curriculum, programs and processes, to meet the needs of PPL EU business. This role consults with the business to identify learning needs and to develop and maintain learning solutions that build functional capability and meet business objectives.
This position could be located in Kentucky, Rhode Island or Pennsylvania.
#LG&EKU
#INDLGE
Responsibilities
- Develops and recommends strategic approach for business unit specific learning program(s) and delivers implementation recommendations that support achievement of business goals and strategy.
- Manages the development process from initiation through completion, including management of scoping, scheduling, defining deliverables, review cycles, milestone and resource tracking, and reporting.
- Defines and manages maintenance, revision or retirement recommendations for learning curricula using defined L&D processes.
- Leads project teams to develop new curricula as well as revise or maintain existing programs.
- Consults with subject matter experts and stakeholders on L&D implications of potential business decisions and on gap analysis between current performance and business goals and requirements.
- Coordinate QA program with work locations and vendor partners and perform activities such as audits, calibrations, preparation of company standards, notification to management of quality problems, etc.
- Evaluates and analyzes feedback and key metrics to measure the effectiveness of L&D programs and processes in meeting business goals.
- Researches innovation in L&D; benchmarks and analyzes key metrics within training industry in key content areas to inform curriculum development.
- If applicable, in-person supervision of employees to ensure compliance with FLSA wage and hour issues as well as to monitor compliance with safety rules.
- May be assigned an Electric Utilities emergency and storm role. This is a special assignment that comes into play during storms and other emergencies when the company needs to restore power or respond to other issues affecting customer service. This role may necessitate the need to work after-hours, outside of your normal schedule.
- The company reserves the right to determine if this position will be assigned to work on-site, remotely, or a combination of both. Assigned work location may change. In the case of remote work, physical presence in the office/on-site may be required to engage in face-to-face interaction and coordination of work among direct reports and co-workers.
- Performs other duties as assigned
- Complies with all policies and standards
Qualifications
Required Education
Bachelor's Degree
Required Experience
- 5+ years experience managing learning programs, designing curriculum and adult learning and instructional programs
- 5+ years experience facilitating groups and delivering presentations
2+ years experience individual and organizational performance consulting - 2+ years experience delivering and maintaining learning programs
- 1+ years experience of project management
- 2+ years experience managing a Quality program that meets and/or exceeds company expectations.
Preferred Qualifications
- Experience conducting call monitoring and data integrity reviews to ensure that quality expectations are being met or exceeded.
- Ability to apply knowledge of multidisciplinary business principles and practices to achieve successful outcomes in cross-functional projects and activities.
- Knowledge of adult learning theory and the effective application in a business setting.
- Plans, resources and monitors the effective delivery of learning and performance solutions.
- Recognizes potential problems before they become larger issues; solves problems effectively and follows-up on results.
- Leads self and others successfully through minor and major change.
- Communicates effectively cross-functionally, cross-culturally and cross-levels.
- Ability to effectively influence others.
- Enables open, constant and constructive dialogue between business functions and L&D.
- Ability to navigate ambiguity and work independently and as part of a team.
- Carefully considers multiple factors before making decisions.
- Can link business decision to results, understands Return on Investment (ROI) of decisions/actions.
- Proficient in Microsoft Word, PowerPoint and Excel.
- Ability to use Web- or computer-based training (CBT) authoring software.
- •Develops and recommends strategic approach for business unit specific learning program(s) and delivers implementation recommendations that support achievement of business goals and strategy.
- •Manages the development process from initiation through completion, including management of scoping, scheduling, defining deliverables, review cycles, milestone and resource tracking, and reporting.
- •Defines and manages maintenance, revision or retirement recommendations for learning curricula using defined L&D processes.
- •Leads project teams to develop new curricula as well as revise or maintain existing programs.
- •Consults with subject matter experts and stakeholders on L&D implications of potential business decisions and on gap analysis between current performance and business goals and requirements.
- •Coordinate QA program with work locations and vendor partners and perform activities such as audits, calibrations, preparation of company standards, notification to management of quality problems, etc.
- •Evaluates and analyzes feedback and key metrics to measure the effectiveness of L&D programs and processes in meeting business goals.
- •Researches innovation in L&D; benchmarks and analyzes key metrics within training industry in key content areas to inform curriculum development.
- •If applicable, in-person supervision of employees to ensure compliance with FLSA wage and hour issues as well as to monitor compliance with safety rules.
- •May be assigned an Electric Utilities emergency and storm role. This is a special assignment that comes into play during storms and other emergencies when the company needs to restore power or respond to other issues affecting customer service. This role may necessitate the need to work after-hours, outside of your normal schedule.
- •The company reserves the right to determine if this position will be assigned to work on-site, remotely, or a combination of both. Assigned work location may change. In the case of remote work, physical presence in the office/on-site may be required to engage in face-to-face interaction and coordination of work among direct reports and co-workers.
- •Performs other duties as assigned
- •Complies with all policies and standards
Required Education
Bachelor's Degree
Required Experience
- 5+ years experience managing learning programs, designing curriculum and adult learning and instructional programs
- 5+ years experience facilitating groups and delivering presentations
2+ years experience individual and organizational performance consulting - 2+ years experience delivering and maintaining learning programs
- 1+ years experience of project management
- 2+ years experience managing a Quality program that meets and/or exceeds company expectations.
Preferred Qualifications
- •Experience conducting call monitoring and data integrity reviews to ensure that quality expectations are being met or exceeded.
- •Ability to apply knowledge of multidisciplinary business principles and practices to achieve successful outcomes in cross-functional projects and activities.
- •Knowledge of adult learning theory and the effective application in a business setting.
- •Plans, resources and monitors the effective delivery of learning and performance solutions.
- •Recognizes potential problems before they become larger issues; solves problems effectively and follows-up on results.
- •Leads self and others successfully through minor and major change.
- •Communicates effectively cross-functionally, cross-culturally and cross-levels.
- •Ability to effectively influence others.
- •Enables open, constant and constructive dialogue between business functions and L&D.
- •Ability to navigate ambiguity and work independently and as part of a team.
- •Carefully considers multiple factors before making decisions.
- •Can link business decision to results, understands Return on Investment (ROI) of decisions/actions.
- •Proficient in Microsoft Word, PowerPoint and Excel.
- •Ability to use Web- or computer-based training (CBT) authoring software.