Role Summary:We are looking for a dynamic and experienced Trainer to join our Services Delivery team. The primary responsibility of this role will be to lead and facilitate knowledge transfer and training sessions globally. The ideal candidate will be responsible for designing, delivering, and supporting technology-driven learning initiatives across a range of product families, including Online Certificates, Bootcamps, and SEPO. The Trainer will track performance metrics to ensure that training efforts align with business goals and drive continuous improvement in team performance.Training Delivery:· Facilitate engaging and interactive training sessions using Teams, tools, and resources.· Conduct training sessions for new tools, automation, and processes, ensuring teams are equipped to handle changes effectively.· Lead new hire onboarding and training, including assessments, on-the-job training support, and creating tollgates for progression.· Provide refresher training sessions based on identified needs in collaboration with Quality and Operations teams.Curriculum Development:· Design and develop comprehensive training courses, modules, and materials aligned with organizational learning goals, new applications, tools, and automation.· Continuously update training content to keep pace with new technologies, tools, and industry trends.· Contribute to creating training videos and modules to enhance the learning experience.· Conduct User Acceptance Testing (UAT) for new applications, tools, and automation before training rollouts.Assessment & Feedback:· Create and conduct assessments for new hires as tollgates to assess readiness for production roles.· Collect and analyze feedback from training sessions to refine content and delivery methods.· Develop and deliver Process Knowledge Tests for all products and verticals to ensure comprehensive understanding.Reporting:· Generate and distribute reports related to assessments, training sessions, and new hire release progress to relevant stakeholders.· Maintain/update data on the Training Dashboard.Change Management:· Provide backup support in the Change Management process by reviewing process changes initiated by internal teams and releasing communications or conducting training as needed.Miscellaneous:· Support ongoing projects and improvement plans aimed at enhancing Service Excellence and Operations.· Collaborate with cross-functional teams to design, rebuild, and streamline processes and training programs.Preferred Skills and Experience:· Strong knowledge of LMS with in-depth process expertise in at least three verticals within Services Delivery.· Proficient in Excel for creating and managing data and reports.· Skilled in presentation creation and delivery, with experience in developing PowerPoint presentations, course content for LMS, and familiarity with other external tools.· Demonstrates effective people management, a growth mindset, and excellent organizational skills, with the ability to manage time and adapt to changing needs.
Job Title
Service Delivery - Trainer