Golden Key Group

Training Manager

Human Resources
Full Time
Obtain Public Trust

About GKG

With a passion for excellence, Golden Key Group (GKG) helps clients solve their strategic, organizational, and operational challenges to better meet their mission demands.  We have serviced more than 25 Federal departments and agencies and several large commercial companies since our inception in 2002.


Golden Key Group's talented professionals, combined with our strategic partners, bring a depth of commercial and government experience and expertise.  We are relentless in delivering the highest levels of services to provide tangible value and create sustainable results for our clients.


The selected candidate serves as a Training Manager in the Enterprise Services Human Resources Service Center (ESHRSC) which provides Personnel Action Request Processing (PAR), Payroll (PAY), and Benefits (BEN) Services (PP&B) for the Department of Commerce. The ESHRSC conducts human resources transactional activities, provides call center and HRIT system support for ES customers, which consists of ten DOC Bureaus and Offices. The ESHRSC offers deep expertise in PP&B and utilizes industry best practices to ensure efficient and high-quality service delivery on behalf of Enterprise Services (ES).


The duties of the Training Manager include, but are not limited to, completing a variety of assignments to create, design, update, and present training related to operational programs, in accordance with the PP&B Training Plan.  He/she will work closely with the program manager and service center leadership to identify training needs and develop solutions to achieve maximum benefit and satisfaction.


  • Design, develop, and maintain training materials, and tools, based on ADIE instructional design methodology, to include three levels of granularity: (1) GKG Internal processes; (2) DOC-ES processes; and (3) individual Bureau processes.
  • Evaluate the effective transfer of knowledge and impact on the Service Center’s performance.
  • Develop a certification process to ensure effective orientation and training of new hires before engaging them in operational assignments, including pre- and post-testing. Each PP&B and Contact Center specialist must receive a certification of completion following functional testing modules.
  • Engage with program leaders to assess training needs, facilitate training sessions, and create process improvements where needed.
  • Develop and document program processes, updating Desktop Procedures (DTPs) and Scripts, as needed.
  • Leverage GKG’s Learning Management System to build training modules and scenarios that address Federal HR Operations policies and activities including specific DOC program systems such as HRIT Systems and Applications (i.e., NFC, HRConnect, WebTA, HRSD ServiceNow, and eOPF); specific Bureau processes requirements; Help Desk Tier escalation; and Customer Engagement.
  • Work with Delivery Team Leads to develop and present monthly Training Meetings to inform and train PP&B employees on new or amended processes and procedures, findings from Quality Control reviews, and other timely issues.
  • Assist Team Leads to continually assess staff skills and abilities to maintain the highest skillset and provide Just-in-time training where needed.
  • Provide cross-functional training to enable career development and increase flexibility to move/adjust resources based on a workload surge or other priorities.  
  • Prepare professional quality PowerPoint presentations and training material, and Executive level briefings.
  • Provide input to Daily, Weekly and Monthly Status Reports
  • Other duties as assigned


  • Advanced knowledge of Federal PP&B functional areas (i.e., PAR, Payroll, Benefits, or Records)
  • Knowledge of adult learning theory, ADDIE course development, and Kirkpatrick evaluation model
  • Strong written communication skills to develop high-quality training materials
  • Strong oral communication skills, including platform skills, to present training effectively and represent PP&B organization
  • Strong focus on the customer experience
  • Advanced skills in Microsoft Office
  • Desired Skills:
  • Bachelor’s Degree in related field
  • Ability to develop interactive and web-based instruction, using courseware such as Adobe Captivate  
  • Experience working in a Shared Services environment
  • Place of Performance:
  • Landover, MD with flexible telework options

Must provide proof of COVID-19 vaccination status or obtain an approved accommodation request (as required by law) within 30 days of employment.


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