Senior Onboarding L&D Specialist

Summary

Join Mercury's Enablement team as a Learning & Development Specialist to design and deliver impactful training programs for business and personal banking operations. You will leverage instructional design expertise to create scalable learning experiences, ensuring consistent, high-quality training across internal teams and BPO partners. Responsibilities include developing learning content (e-learnings, SOPs, facilitator guides, assessments), managing the knowledge management system, auditing training materials, and collaborating with stakeholders. The ideal candidate possesses strong instructional design skills, experience with BPO teams, and a passion for creating accessible knowledge systems. This role requires a minimum of 3 years of experience in L&D or a related field within a regulated environment. Mercury offers a competitive total rewards package including base salary, equity, and benefits.

Requirements

• Have 3+ years of experience in L&D, instructional design, or enablement, ideally in a regulated or high-risk environment
• Be deeply familiar with instructional design models (e.g., ADDIE) and adult learning theory, and skilled in building learning experiences for a variety of modalities
• Be experienced in supporting BPO teams or remote vendor operations with consistent training programs and tools
• Be a structured thinker with a passion for clear, accessible documentation and knowledge systems(e.g., Notion, Guru), and subject matter expertise with change management with standard operating procedures (SOPs)
• Thrive in fast-paced, ambiguous environments and proactively identify gaps, inconsistencies, or inefficiencies in training and documentation
• Be curious about the U.S. banking system and motivated to build solutions that support compliance, accuracy, and operational excellence

Responsibilities

• Apply evidence-based instructional design practices to develop and deliver role-specific training programs across business and personal banking operations
• Ensure training parity across internal teams and BPO partners, enabling consistent, compliant, and high-quality learning experiences
• Create and maintain scalable, modular learning content, including interactive e-learnings, SOPs, facilitator guides, and assessments
• Collaborate with cross-functional stakeholders to understand workflows and translate them into effective learning and reference materials
• Own and evolve the knowledge management system to ensure operational teams have easy access to current, accurate information in support of risk-sensitive tasks
• Audit training and documentation regularly to identify outdated content and update materials based on product, policy, or process changes
• Partner with QC team members to close performance gaps through targeted learning interventions informed by quality data
• Design feedback loops and evaluation strategies to measure training effectiveness and drive continuous improvement

Benefits

• Base salary
• Equity (stock options)
• Benefits