Urgent: Training Officer

Key Responsibilities:

Training Needs Analysis (TNA)

• Collaborate with department heads to identify skills gaps, performance issues, and compliance requirements.
• Conduct surveys, interviews, and performance assessments to determine training priorities across: Customer Service, Risk and Fraud Management, Finance Operations, Gaming Attendant Services

Development of Training Modules

• Design, develop, and update comprehensive training manuals, presentations, handouts, and e-learning materials specific to:

• Customer Service: Soft skills, player engagement, conflict resolution, responsible gaming practices.
  
  Risk and Fraud: Identification of suspicious behaviours, AML (Anti-Money Laundering) protocols, and internal control procedures.

• Finance Operations: Payment management procedures, reconciliation processes, and financial reporting.
• Gaming Attendants: Machine operations, basic troubleshooting, game rules, and regulatory compliance.
• Ensure all training materials align with company policies, regulatory standards, and industry best practices.

Training Facilitation

• Conduct onboarding training for new hires across the relevant departments.
• Deliver classroom, virtual, and on-the-job training sessions effectively and consistently.
• Utilize interactive and adult learning methodologies to enhance knowledge retention and engagement.

Compliance and Regulatory Training

• Ensure all employees receive mandatory compliance training related to gaming regulations, data privacy, and workplace safety.
• Maintain up-to-date knowledge of gaming laws and incorporate changes into training content.

Evaluation and Reporting

• Monitor training effectiveness through assessments, feedback, and performance metrics.
• Prepare training reports, document attendance, and track completion rates of mandatory courses.
• Recommend improvements based on post-training evaluations and operational feedback.

Continuous Improvement

• Stay current with industry trends and advancements in gaming, fraud detection, and customer service.
• Regularly update training materials to reflect changes in technology, procedures, or regulations.
• Propose and implement new training tools, systems, or platforms to improve delivery and reach.

Collaboration and Communication

• Work closely with HR, Operations, Finance, Administrative, and Compliance teams to coordinate training schedules and content relevance.
• Provide coaching and mentorship to supervisors and managers in delivering team-level training.

Administrative Duties

• Maintain a training calendar and schedule sessions across shifts and locations.
• Manage training budgets, materials inventory, and vendor relationships if external trainers are engaged.

Qualifications:

• Bachelor's degree in Education, Human Resources, Business Administration, Psychology, or any related field.
• Additional certifications in Training and Development, Instructional Design, or eLearning Development are a plus.
• At least one (1) year of experience in a training and development role, preferably in the gaming, hospitality, retail, or financial services sectors.
• Experience developing training programs for customer-facing roles and compliance sensitive functions such as fraud detection, finance, and risk.

Key Competencies:

• Ability to design and deliver effective training programs using adult learning principles.
• Skilled in customizing content to different learning styles and operational needs.
• Excellent verbal and written communication.
• Strong presentation and facilitation skills for diverse audiences and roles.
• Capable of conducting training needs analysis (TNA) and evaluating training effectiveness.
• Able to identify gaps in operational knowledge and propose targeted training interventions.
• Flexible in handling multiple training priorities and shifting operational demands.
• Self-starter with the ability to work independently and propose training innovations.
• Strong relationship-building abilities with staff, department heads, and management.
• Team player who can align training goals with organizational strategy.
• High level of accuracy in documentation, training records, and compliance tracking.