Small L&D Team, Big Results: CertifID Scales Manager Training & Develops Culture of Learning
Company: CertifID
Function: Wire Fraud Recovery & Prevention
Industry: Computer & Network Security
Fun Facts:
1 in 20 U.S. consumers become victims of fraud during a real estate transaction. CertifID is the leader in preventing this type of cybercrime.
The company has protected over $300B in transactions for consumers and businesses since 2018.
TL;DR:
CertifID needed to build a strong foundation in people management for its growing workforce. With just a two-person people ops team, it partnered with LifeLabs Learning to implement a company-wide L&D program. This partnership expanded the small team’s capacity to equip first-time and seasoned managers with essential skills, driving significant behavior changes and fostering a culture of learning.
Situation
CertifID faced a common challenge: with a growing team, it needed strong managers to support its expansion. The people operations team aimed to establish best practices in people management, especially for first-time managers and those without formal training. However, with only a 2-person team, the time-consuming task of creating and managing an internal L&D program was beyond their capacity.
Solution
CertifID’s Director of People & Culture, Taminy Fernandes, explored various options, from low-touch DIY programs to mentorships. Ultimately, she chose LifeLabs Learning for its comprehensive, evidence-based training programs, which ensured effective results.
Fernandes worked with a LifeLabs Learning Program Consultant to determine the team’s needs, set goals, and create a strategy. They started with the Manager Core Program: Part 1 learning program for their initial cohort of existing managers, which proved highly effective. This success led them to extend the training to new managers (the company had doubled its workforce in one year!) and plan further development with Manager Core Program: Part 2 for the initial cohort.
Results
Expanded Capacity and Time Savings
CertifID has successfully trained 21 managers with a small two-person people ops team. LifeLabs Learning’s scalable live learning programs have significantly extended the people ops team’s capacity, enabling them to deliver training to a rapidly growing manager workforce, while saving valuable time.
Fernandes noted, “It takes a lot of time to find the resources online, build your own [training], and think through the entire session and different scenarios. It took me maybe six hours to create that. It’s a lot of researching for a one-hour meeting.”
Why Outsource L&D?
For CertifID, scalability was a primary concern, especially given its small size and the need to focus on manager training amid rapid growth. Building an L&D program internally would have been challenging and resource-intensive.
“There’s a budget component to outsourcing, but when you look at it, it’s infinitely more affordable than hiring a person who’s just going to do L&D for you. So it’s definitely a worthwhile investment,” shared Taminy Fernandes, Director of People & Culture.
Time-Saving: Creating an internal L&D program involves extensive time and effort to research, plan, and execute. Outsourcing saves significant time by using pre-built resources.
Ease of Implementation: Using a pre-built program like LifeLabs Learning simplifies the process, allowing seamless integration into the company's workflow.
Effective Interactions: “The most valuable thing in these trainings is when the managers get to interact with each other and either role play things or work through different scenarios so they can get feedback. Thinking through those scenarios takes a ton of time for every hour that you’re presenting,” explained Fernandes.
By outsourcing their L&D needs to LifeLabs Learning, CertifID found an efficient, scalable solution that allowed them to focus on growth without compromising the quality of manager training.
Behavior Change
Leaders and employees at CertifID now share a common vocabulary and practical tools from manager training and company-wide sessions. They regularly discuss concepts like de-blurring for better communication, micro-breaks for self-regulation, and red teaming for productive conflict resolution.
Managers feel more prepared for one-on-one meetings with direct reports. One manager shared, “I felt so prepared for a conversation with an overwhelmed team member. I knew exactly what to do,” referencing the Productivity & Prioritization workshop.
Additionally, managers have adopted a coaching mindset, asking team members more coaching questions and guiding them to find their own solutions. The training has transformed how managers approach their responsibilities, boosting their preparedness and confidence.
Culture of Learning
Investing in LifeLabs Learning helped CertifID establish a strong culture of learning and continuous development. The company evolved from being known for its culture of collaboration and support to also being recognized as a learning organization. Prioritizing professional development and offering quarterly company-wide sessions demonstrated a solid commitment to employee growth.
“We’re actually walking the talk. We make the time and space during business hours for people to learn new skills that aren’t just to benefit the company but also to benefit the individual. They’re things they can take with them wherever they go.”
Personal development
In response to the LifeLabs Learning trainings, CertifID implemented biannual Individual Development Plan (IDP) conversations, using the training program’s Zoom Out tool (taking a big picture perspective) and 3 Es Model (education, experience, exposure to role models) – a framework that sparks ideas for development. This ensured regular, structured development discussions between managers and their direct reports, reinforcing CertifID’s learning culture.
Download our Development Depot tool, which includes an IDP template, Zoom Out guide, and 3Es idea bank!
In summary
CertifID’s partnership with LifeLabs Learning has transformed its management practices, fostering a culture of learning and development that supports the company’s rapid growth.
Ready to unlock your organization's potential?
