Director of Training

ABOUT US:

Sutherland is a digital transformation company focused on delivering exceptional experiences for both customers and employees. For 35 years, we have been entrusted with caring for our clients’ customers - a responsibility we believe we should earn every day. We are dedicated to making those experiences as delightful as possible - instantaneous, relevant, predictive and frictionless. As an early pioneer in robotic automation, we added to our core through steady investment and acquiring key capabilities. Our design capabilities marry human insight, design-thinking, and process engineering. To make these designs come to life as envisioned by our designers, we employ the latest in robotic automation, conversational AI techniques with a range of AI-ML enhanced products and cloud-based platforms.

Director for Training will be responsible for the end-to-end training delivery across Sutherland.

Candidates from BPO/ITES industry must have relevant experience in Training related to Banking & Financial Services vertical.

You are expected to:

• Create, facilitate and / or revise training materials and documents to equip staff with necessary skills and knowledge.
• Build a Global Framework for Collections that can be implemented across various Geos.
• Oversee performance goals and the alignment of training programs across Collection accounts.
• Establish and maintain communication with clients and / or team members: understand needs, resolve issues, and meet expectations.
• Oversee new hire, progression, and enhancement training; provide feedback and implement appropriate solutions.
• Conduct and lead detailed gaps and need analysis and post training assessments; contribute and participate in all growth and improvement initiatives.
• Initiate, co-ordinate, execute and follow up on all training activities within Collections.
• Evaluate the effectiveness and relevance of training materials and make appropriate curriculum changes or recommended changes.
• Ensure all evaluation procedures and other job aids to ensure new and existing employees can perform required job duties.
• Provide support and development of trainers / training managers on a regular basis.
• Assist in the creation, implementation and facilitation of a training plan and any other learning initiatives.
• Work closely with Service Delivery and Customer Experience to identify and implement training initiatives to improve performance.
• Participate in Client Interaction, directly communicates and partner with client training and operational vendor managers.
• Perform other related duties and assignments as required and assigned by Training AVP.
• Keep management updated: Relay important information in the form of timely and accurate reports.
• Initiate, co-ordinate, execute and follow-up on all training activities within F&A
• Identify need for training content and update training materials to make them aligned to the needs of the organization.
• Conduct training and development programs for all team members on a regular basis.
• Work closely with Service Delivery and Customer Experience to identify and implement training initiatives to improve performance.
• Participate in client interaction (include effective curriculum feedback and client visits)
• Perform other related duties and assignments as required and as assigned by Training Leadership.

Our most successful candidates 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 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.
• Able to be pro-active in developing trust and professional rapport with employees and team members; work as a team player.
• Familiar with traditional and modern training methods (coaching, classroom training, virtual training, e-learning, workshops)
• Able to plan, multi-task and manage time effectively.
• Able to be strategic in developing solutions and process improvements.
• Strong writing and record keeping ability for reports and training manuals