Senior Director Traning & Development

You are joining Sutherland Global Services, a global business transformation company offering an integrated set of back-office and customer service support services.

One of the largest, independent process transformation companies in the world, Sutherland serves marquee clients in major industry verticals. With our head office in Rochester, New York, USA, you will be part of our continuously growing number of 38,000 professionals from over 61 global delivery centers around the globe.

Director

Role & responsibilities

• 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
• 13+ 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