Senior Training Specialist

Job Description

As a Senior Trainer across our Member Operations teams (KYX, Ongoing Monitoring, Member Support, Complaints, Collections), you will be responsible for both the training and onboarding of new hires, as well as upskilling existing Tideans. You will focus predominantly on the training for the Member Support, Complaints and Collections teams. You will work closely with all areas of the member operations teams to identify the need for training, and will prepare, develop and deliver high-quality training via our LMS platform and face-to-face. You will own training both virtually and face to face: Training New hire - You ll be responsible for the 3 week onboarding of new hires in the member operations space every month Upskill - You ll liaise with managers to determine training needs and schedule training sessions to upskill existing Tideans on new products and procedures Content creation You ll own the creation of training materials - with a focus on quality and maximum engagement - utilising a variety of tools and your extensive knowledge of training and gamification Monitor Data You ll monitor all the key data metrics for your area and present these back to your team leader - such as survey information, training completion rates and scores, you ll own an action plan to address these WHAT ARE WE LOOKING FOR Language : Excellent verbal and written English skills. French or German would also be an advantage. Experience: You have 2+ years of experience in writing and conducting training both virtually and face to face Experience training customer facing teams in a banking/ fintech environment Or relevant KYC, Financial Crime, Compliance and Transaction monitoring experience Or experience working in Customer Service/ Customer Support Skills: Experience with extensive stakeholder management Passion for problem-solving and finding solutions to difficult situations Strong organisational skills Excellent attention to detail An understanding of effective teaching methodologies and tools Excellent at training design and training content creation and are very creative You are open to feedback, eager to learn and constantly improve Tools: Ability to use industry tools like GSuite, Powerpoint, MS Office, Articulate360, Video AI and design tools - and a passion for creating gamified, highly engaging training content