Customer Solution & Claims Manager-Functional Development

Foods you love. Brands you trust. And a career that empowers you to grow. 
 
At Nestlé USA, we’re all working towards the same goal – to delight and deliver for our consumers. With a rich portfolio of beloved brands, including DiGiorno, Toll House, and Coffee mate, in 97% of U.S. households, we have a unique opportunity – and responsibility – to be there for every moment in our consumers’ lives.

 

Joining Nestlé means becoming part of an inclusive workplace that inspires innovation, encourages strategic thinking and creativity, and celebrates your achievements. No matter where you work within the organization, you are empowered to challenge the status quo, embrace risk-taking, and pioneer new ideas. Our supportive and collaborative environment encourages bold ambitions and continuous learning so that everyone can grow and thrive.
 
This position is not eligible for Visa Sponsorship.

 

 

POSITION SUMMARY: 
The Manager Customer Solution & Claims- Functional Development will design, develop, and assess programs to help employees excel in their roles. This position will lead a team of subject matter experts to drive the transformation and ongoing health of the Business Solution Center organization by ensuring core competencies are developed and enhanced with an end-to-end mindset. As a leader, the Manager will guide the team in delivering BSC training materials, coordinating with subject matter experts, and developing a train-the-trainer system. The manager will also oversee the periodic review of training materials for relevance and effectiveness. Key responsibilities include identifying training gaps, creating innovative solutions, and evaluating training programs through data analysis. The Manager will manage the ongoing development of the people development roadmap, overseeing multiple roadmap projects, and supporting transformational initiatives. Additionally, the manager will ensure effective change management and communication across the Business Solution Center. Collaboration with Learning and Organizational Development (L&OD) and other teams is essential, as is representing the BSC in cross-functional training and maintaining content management systems. The role also includes developing processes tailored to Nestlé in the Market (NiM) and ensuring sustainable, online self-service training programs
 
This position partners with Business Leaders, HR Business Partners, and other Training and Development professionals while conducting training courses to maximize applicability of learning and use of resources.

 

PRIMARY RESPONSIBILITIES:
Leadership:

• Lead a team focused on training and development, ensuring effective and accurate training in collaboration with stakeholders.
• Oversee documentation and training activities to ensure effective material localization and procedure implementation.
• Lead team to collaborate with various teams for accurate execution.
• Foster a culture of continuous improvement and information sharing in collaboration with stakeholders.
• Guide the team in setting and achieving objectives aligned with organizational priorities.

 

People Development:

• Coach and develop direct reports, assess their readiness for new roles, and identify/customize individual development plans with them
• Manage performance of direct reports and conduct yearly evaluations for team members

 

Functional Training:

• Expertly design Business Solution Center training material and organize/coordinate subject matter experts to deliver other specific training.
• Develop train-the-trainer system to build BSC capabilities.
• Organize periodic reviews of training materials, maintain relevance and measure effectiveness of training systems implemented. Identify new training needs and develop appropriate materials and method of delivery.
• Collaborate across NiM Business Solution Center and be the single point of contact Business Solution Center training.
• Guide the Business Solution Center in driving initiatives and addressing all training needs.
• Identify training gaps and develop creative and innovative solutions to address and close those gaps.
• Evaluate the effectiveness of training and development programs by analyzing data and measuring results.
• Manage data and reporting for the SME help chain and collaborate with leadership to develop SMEs knowledge. 
• Collaborate with other experts to utilize their specialized knowledge for training sessions.
• Develop and maintain the people development roadmap to ensure skill development aligns with future needs.

 

Non-Functional Training 

• Manage multiple Roadmap projects and ensure that people and training are top priorities in the execut