Director of Training

As a Training Director at Sutherland, you will be responsible for the end-to-end training delivery across the organization. Your main responsibilities will include: - Creating, facilitating, and/or revising training materials and documents to equip staff with necessary skills and knowledge. - Building a Global Framework for Collections that can be implemented across various Geos. - Overseeing performance goals and the alignment of training programs across Collection accounts. - Establishing and maintaining communication with clients and/or team members to understand needs, resolve issues, and meet expectations. - Overseeing new hire, progression, and enhancement training; providing feedback and implementing appropriate solutions. - Conducting and leading detailed gaps and need analysis and post training assessments; contributing and participating in all growth and improvement initiatives. - Initiating, co-ordinating, executing, and following up on all training activities within Collections. - Evaluating the effectiveness and relevance of training materials and making appropriate curriculum changes or recommended changes. - Ensuring all evaluation procedures and other job aids are in place to ensure new and existing employees can perform required job duties. - Providing support and development of trainers/training managers on a regular basis. - Assisting in the creation, implementation, and facilitation of a training plan and any other learning initiatives. - Working closely with Service Delivery and Customer Experience to identify and implement training initiatives to improve performance. - Participating in Client Interaction, directly communicating and partnering with client training and operational vendor managers. - Performing other related duties and assignments as required and assigned by Training AVP. - Keeping management updated by relaying important information in the form of timely and accurate reports. - Initiating, co-ordinating, executing, and following up on all training activities within F&A. - Identifying the need for training content and updating training materials to make them aligned to the needs of the organization. - Conducting training and development programs for all team members on a regular basis. - Working closely with Service Delivery and Customer Experience to identify and implement training initiatives to improve performance. - Participating in client interaction (including effective curriculum feedback and client visits). - Performing other related duties and assignments as required and as assigned by Training Leadership. The most successful candidates for this position will have: - Bachelor's Degree. - 14+ years of work experience in collections with 3 years in a Training Director capacity. - TTT or other training, coaching, or mentoring certifications are a plus. - Experience in Outsourcing B2C Collections framework in a Director Capacity. - Excellent leadership and people skills. - Excellent communication skills and public speaking. - US Banking/Fintech experience. - Customer-oriented approach in managing communications and issues. - Ability to be proactive in developing trust and professional rapport with employees and team members; working as a team player. - Familiarity with traditional and modern training methods (coaching, classroom training, virtual training, e-learning, workshops). - Ability to plan, multitask, and manage time effectively. - Ability to be strategic in developing solutions and process improvements. - Strong writing and record-keeping ability for reports and training manuals.,