Process Training Lead

Process Training Lead

2-5 years
Not Specified

Job Description

Job Description :
. Delivers Site Essential Training for the analyst up to the manager level.
. Supports and ensures compliance of the New Hire certification program for all processes.
. Designs, implements and maintains learning materials for the development of process knowledge, system expertise and email/call handling skills.
. Spearheads the creation of SOPs, DTPs and knowledge assessments.
. Modifies training style to accommodate different learning techniques and methodologies in instructor-led training (i.e. Role play, simulation, group exercises and videos)
. Partners with Team Leads and other levels of management to ensure achievement of learning and development goals, and exceed performance metrics.
. Tracks learning session's feedback for relevance and impact. Recommends change to existing modules and develops new courses.
. Identifies training needs based on current performance and provide solutions to address knowledge gaps and skills issues.
. Supports Transition to Production by observing, measuring and monitoring analysts as needed
. Conducts call listening, side-by-side, audits, and one-on-one coaching for analyst. Creates training intervention on process-specific and soft skills, as necessary
. Proactively contributes and participates on engagement activities, team building and other tasks to support business needs
. Cultivates a culture of excellence amongst peers and serves as an ambassador of Amazon's towards culture.
. Promotes work-life harmony in the organization
. Support the Training Manager and works closely with the Process Owners and stakeholders
Working Conditions:
. Normal Office Environment.
. Report daily to the Pasay office temporarily on WFH set-up.
. This role will primarily be on mid shift, but may be requested to work on shifting schedules including night shift.
. Work during Holidays, may be required by the business.
. Might be asked to render overtime on critical and peak periods.
Basic Qualifications :
. 2+ years of working experience related to Accounts Payable and/or Account Receivable.
. Excellent communication skills (both spoken and written is a must)
. Candidates must possess a Bachelor's/College Degree of, Mass Communications, Banking and Finance, HR, Knowledge Management or Psychology
. 3+ years of prior working experience in Training and Development.
. Proven track records of delivering Collections or Financial training within operations serving different market
. Proficiency in MS Office
Preferred Qualifications :
. Strong presentation skills
. Knowledge of analyzing training needs and implementing performance gap solutions
. Strong ability to exercise good judgement and make sound business decisions
. Ability to handle multiple ad shifting priorities
. Team-oriented and result's driven
. Flexible in schedule and work load
. Preferably 5+ years of experience working in a BPO setting or Financial industries.

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