Process Trainer

Brief Description

Responsible for the conduct of training programs and activities primarily in the ATR accounting tower (however, trainer will be asked to onboard to additional accounting / finance towers); program certification; performance management; career development; and ongoing learning opportunities covering learning competencies and program mastery; and general management of the training organization.

Scope | Stakeholders

APAC, EMEA, NA

Tasks

• Create, maintain and manage all training materials in coordination with the process documentation team; GPO, SMEs and other stakeholders involved in generating training content.
• Deliver face to face and/or remote training as well as other training methods such as, but not limited to, work shadowing, hands on system training, online/ written assessments and competency/skills certification.
• Responsible for day to day administrative task such as but not limited to: credentials and access to tools, timekeeping and attendance, progress report, opportunities and help needed, among others.
• Responsible for managing client relationships and the consistency of communication between the training/learning organization and key stakeholders.
• Partner with Operations and other stakeholders in order to assess Training Needs and develop training courses to ensure the achievement of learning and development goals.
• Conduct research, studies and data analysis to conceptualize proposals for improving business metrics; and processes in collaboration with Operations; QA and Continuous Improvement teams.
• Improve efficiency and accuracy of training process; create and implement process improvements in TNA; training methodology and delivery.
• Ensure that the team has tools, systems, and support needed to perform training.
• Demonstrates consistently focused actions to ensure high level of customer satisfaction.

Qualifications and Requirements

• 3 to 5 years of relevant experience in a BPO or Shared Services industry preferably in a Training or Learning and Development role
• Proficiency with MS Office applications (i.e. MS Word, Excel, Power Point, etc.),
• Familiarity with e-learning platforms and training practices and methodologies
• Current knowledge of effective learning and development method
• Excellent oral and written communication skills. Fluency in the English language.
• Adaptive to changing work schedules and working hours
• Demonstrated skills in Problem-Solving, Decision-Making, and Analytics
• Ability to create and facilitate learning modules.
• Strong motivational and relationship building skills.

Technical Skills

Intermediate in MS Office applications (i.e. MS Word, Excel, Power Point, etc.),

Familiarity with e-learning platforms

Critical Skills

1. Communication - Able to clearly present information through the spoken or written word; read and interpret complex information; talk with customers or clients; listen well.
2. Customer Focus - Able to demonstrate a high level of service delivery; do what is necessary to ensure customer satisfaction; deal with service failures and prioritize customer needs.
3. Energizing Others - Able to exhibit a "can-do" approach and inspire associates to excel; use competition to encourage others; develop performance standards and confront negative attitudes; develop a team spirit.
4. Flexibility - Able to remain open-minded and change opinions on the basis of new information; perform a wide variety of tasks and change focus quickly as demands change; manage transitions effectively from task to task; adapt to varying customer needs.
5. Influence & Persuasion - Able to convince others in both positive or negative circumstances; use tact when expressing ideas or opinions; present new ideas to authority figures; adapt presentations to suit a particular audience; respond to objections successfully.