301 Supporting End-user Training with Cloning Simulation Technology at SunTrust Bank

3:00 PM - 4:00 PM Wednesday, September 30



In 2013, SunTrust Bank began a multi-year journey to consolidate its key mortgage underwriting business applications that would enable strategic growth and improved customer service. This new way of doing business required a pioneering approach to capability building and systems training for end-user adoption of their business application.

In this session you will learn how a flexible training and adoption program led to successfully preparing thousands of geographically dispersed users. You will learn the strategies employed to streamline the content creation and content maintenance efforts and how SunTrust and Assima scoped a large multi-vendor project. Finally, this session will reveal the methods used to create and maintain a strong, successful partnership.

In this session, you will learn:

  • Flexible approaches to assuring end-user training and adoption during multi-phased, large-scale system implementations
  • Strategies for streamlining large-scale content creation and maintenance
  • Strategies for scoping large projects and dealing with multiple vendor dynamics
  • Proven methods in building and sustaining long-lasting partnerships that drive success

Intermediate and advanced designers, developers, project managers, managers, and directors.

Wayne Zitsch

Sr. Manager of Learning Operations and Delivery

SunTrust Banks

Wayne Zitsch, the senior manager of HR workforce planning, organizational design, and teammate capability COE for SunTrust Bank, is responsible for the regional and enterprise execution of classroom training, COE budgetary oversight (approximately 25 MM), learning vendor management (more than 100 vendors), learning technologies, and quality management for the bank’s centralized training function. Wayne holds master’s degrees in instructional technology and business administration and has worked for MCI, IBM, and Bank of America. He is the winner of SunTrust’s Platinum Performance Award in 2012 and is a recipient of multiple Training Top 125 and ASTD Best awards.

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