Responsibilities
Deliver engaging training material to internal and external learners that includes new hire training as well as professional development courses.
Build interactive training material that may be facilitated through in-classroom training or e-learning for both internal and external teams.
Lead new hire training programs for both Customer Service and Collections teams; responsible for the overall on-boarding experience for new hires.
Partner with and rely upon business partners to obtain best practices and institutional knowledge utilised in the Customer Service and Collections teams.
Assist in the on-boarding training of external vendors for both Customer Experience and Collections teams.
Monitor the effectiveness of the training.
Track performance according to team specific metrics and have performance management conversations with team members.
Prepare for training sessions by ensuring that materials have been prepared and logistical information has been communicated according to the training schedule.
Lead the Quality Assurance team to identify gaps in knowledge and prioritise remedial training for internal and external teams.
Coach and provide effective feedback to the members of the Quality Assurance team to improve skill and deepen knowledge.
Measure post training performance to identify opportunities for improvement and achieving performance results.
Form strong relationship with CX leadership team to prioritise training intended to improve overall performance
Required Qualifications
Minimum 5 years of experience in training, financial operations management or relevant job related experience
Strong presentation and communication skills
Experience managing teams and experience in coaching for performance
Knowledge of learning and development techniques, methods, and materials
Knowledge and experience working in an Operations setting
Proficient in Microsoft Office, especially PowerPoint and Excel skills
Demonstrated ability to lead and drive change within teams
Experience communicating with varied audiences: junior staff through executive
Deep experience assessing and utilising operational and customer data to identify performance gaps, drive improvement, highlight opportunities for future growth, and make management decisions
Advanced Excel, SQL, Looker or other business analytics tools; experience in data modeling or database configuration
Ability to work independently and lead day-to-day projects, and also being a strong teammate while working with cross-functional partners
Comfort with ambiguity, a rapidly changing environment, and communicating assumptions & risks of decisions
Ability to present and influence leadership and be able to communicate complex ideas effectively
We strongly believe that inclusion fosters innovation and we’re proud to have a diverse team with a wide variety of backgrounds and experiences. We focus on hiring talented people regardless of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Click here to Apply Online