Spirit of the Role:

· Support new hires onboarding with process training and onboarding.

· Responsible for different training needs within the program.

· Identifying areas for standardization and integration between other trainers from other regions.

· Complete a comprehensive skills analysis of all team members and identify areas for development and utilization of skillset.

· Ensure that training is represented from early on in all program initiatives and that the team and the business have a clear timeline for creation of content and training delivery.

· Ensure that training material and simulations are maintained in line with process changes.

· Work with Operations and Delivery Quality team to identify training gaps and create a plan to rectify them.

· Organize or attend review meetings with management, client, or other groups.

· Prepare and analyze internal/external training reports for management and/or leadership staff review during the entire training duration.

· Conduct upskill & cross-skill batches.

· Ensure maximum throughput from training to floor by identifying gaps & highlighting to the Management team to bridge them.

· Conduct feedback and coaching sessions to improve scores for training throughput or conversion.

Requirements:

· Fluency in German and English

· Experience in training delivery.

· Excellent Presentation Skills.

· Ability to work effectively and flexibly with Operations resources from different global locations.

· Detail-oriented.

· Excellent communication and presentation skills.

· Excellent organizational and time management skills.

· Experienced in coaching and mentoring a team of professionals.

· Minimum 3+ years of experience in customer service and/or complex Backoffice Training programs.