Trainer – Human Resources Shared Services Help Desk

We are seeking a dynamic and experienced Trainer to join our Human Resources Shared Services Help Desk team. This role will focus on developing, delivering, and maintaining training programs designed to enhance the performance and effectiveness of the HR Help Desk team. The ideal candidate will possess a blend of instructional design expertise and HR service operations knowledge to ensure the team is well equipped to provide exceptional support to employees.

Key Responsibilities:

• Training Development: Design and develop comprehensive training materials, including user manuals, job aids, and eLearning modules, to support HR Shared Services Help Desk staff in their day to day responsibilities.

• Training Delivery: Facilitate live training sessions, webinars, and one on one coaching for new hires and existing employees to enhance their knowledge and skills related to HR Help Desk systems, policies, and procedures.

• Continuous Improvement: Regularly assess and update training materials to reflect new HR systems, policies, or best practices, ensuring content remains accurate, relevant, and engaging.

• Onboarding & Orientation: Conduct onboarding and orientation programs for new HR Help Desk team members, providing them with an understanding of the organization's HR policies, workflows, and service protocols.

• Performance Tracking: Monitor the effectiveness of training programs through assessments, feedback surveys, and performance evaluations, making recommendations for improvements.

• Knowledge Base Management: Collaborate with HR and IT teams to create and maintain a comprehensive knowledge base that supports self service for employees and serves as a reference for the Help Desk team.

• Collaboration: Partner with HR leaders and the Help Desk team to identify knowledge gaps and develop targeted training interventions. Customer Service Excellence: Promote and instill a high level of customer service and professionalism within the HR Help Desk team to ensure employee satisfaction.

Required Qualifications:

• Bachelor's degree in Human Resources, Education, Business Administration, or a related field.

• 4+ years of experience in training development or delivery, preferably within HR or customer service operations.

• Strong knowledge of HR systems, policies, and procedures, with the ability to communicate complex information effectively.

• Excellent presentation, communication, and interpersonal skills.

• Ability to design and implement engaging training programs (classroom and eLearning).

• Experience with Learning Management Systems (LMS) and online training tools. Strong analytical and problem solving skills, with a focus on continuous improvement.

• Ability to work independently, manage multiple projects, and meet deadlines. Preferred Qualifications:

• Experience working within a Shared Services environment or Help Desk setting. HR certification (e.g., SHRMCP, PHR) is a plus.

• Experience with HR software platforms (e.g., Workday, SAP SuccessFactors, ServiceNow).

• Experience with change management or process improvement methodologies. Key Competencies:

• Attention to Detail: Accuracy and thoroughness in training material creation and delivery.

• Adaptability: Ability to adapt training content based on the needs of the team and changes in HR systems or policies.

• Team Player: Ability to collaborate with HR, IT, and other departments to achieve shared goals.

• Problem Solving: Ability to identify training gaps and implement effective solutions.

• Customer Focus: Commitment to delivering high quality service to both internal team members and external employees