Learning and 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.What Makes Someone Successful HereAt Shepherd, success isn't just about having the right experience. It's about how you approach your work and the people you lead.Someone who succeeds in this role:Takes ownership — You don't 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 don't 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 consistency—not 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.What You'll DoLead and facilitate training for new hires, agents, and supervisorsOrganize and manage daily classroom activities and training schedulesDevelop and implement training strategies that support company and client objectivesMonitor individual and class performance and identify opportunities for improvementCoach, motivate, and develop trainees throughout the training processProvide ongoing coaching and development feedbackCreate and improve training materials, content, and processesWork with leadership and operations to ensure training objectives are being metEnsure client and regulatory compliance requirements are incorporated into trainingRespond to trainee questions and concerns and work toward timely resolutionsRecruit and participate in hiring new domestic training classesMonitor new-hire performance and help manage retention throughout the first 90 daysPrepare reports and provide feedback on training effectivenessSupport continuous improvement of our training programs and employee development effortsExperience & QualificationsMinimum 2 years of collections industry experiencePrevious management, leadership, or supervisory experiencePrevious training, coaching, or instructional experienceExperience creating or implementing training materials, processes, or curriculum is a plusExperience with a Learning Management System is a plusStrong presentation and written communication skillsStrong working knowledge of Microsoft OfficeAbility to prioritize multiple responsibilities and work independentlyHigh level of integrity and discretion when handling confidential informationIf This Sounds Like You...If you are someone who communicates clearly, takes accountability seriously, leads by example, and genuinely enjoys helping people improve, we'd 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 training team and help us continue developing a strong, accountable, and successful workforce.