Description
Job Overview
As a Training Manager at Wolt, you will oversee training efforts within the Shared Service Centre Team, ensuring alignment with global standards while addressing local needs.
Key Responsibilities
Team Management
- Manage and lead Training Leads and Training Specialists to ensure effective execution of training programs.
- Oversee the development and performance of the Training Team, ensuring all trainers are equipped to meet local and global objectives.
KPI Tracking and Development
- Track and report on relevant Training KPIs to ensure the effectiveness of training programs and drive continuous improvement.
- Analyze training performance data to identify areas for enhancement and drive strategic changes based on those insights.
Train-the-Trainer Certification
- Implement and track the Train-the-Trainer certification process, ensuring trainers are prepared to deliver high-quality learning experiences.
- Ensure trainers are certified and maintain ongoing competency through continuous evaluation.
Learning Strategy Development
- Manage high-volume, cohort-based onboarding programs that deliver consistent agent readiness across the SSC.
- Develop instructional learning strategies tailored to the needs of SSC, focusing on both onboarding and continuous learning.
- Collaborate with global teams to define and validate new training approaches that enhance learning effectiveness.
Project and Initiative Rollouts
- Lead the rollout of global training projects and initiatives, ensuring that the SSC team is aligned with global standards.
- Coordinate with local teams to implement global changes and customize the delivery of these initiatives to suit local nuances.
Global-Local Collaboration
- Serve as the key liaison between local teams and the global training organization, ensuring that local feedback and requests are communicated and considered in global decision-making.
- Partner with cross-functional teams to identify performance trends and prioritize improvement efforts across the SSC agent population.
- Act as the SSC's primary voice in global training design and delivery, surfacing local performance patterns, flagging content gaps, and co-developing learning solutions with the global training team.
Requirements
- Leadership and Team Development: Proven ability to lead and inspire a training team.
- Data-Driven Decision Making: Skilled in interpreting data to measure training effectiveness.
- Instructional Design: Knowledgeable in creating tailored learning strategies.
- Project Management: Strong project coordination skills.
- Performance Consulting: Able to work with cross-functional partners to diagnose performance gaps.
- Clear Communicator: Able to bridge global and local teams effectively.
- Adaptable & Culturally Aware: Flexible in approach, with sensitivity to cultural differences.
- Problem Solver with a Strategic Lens: Quick to identify challenges and implement improvements.
- Attention to Detail: Meticulous in ensuring training content and delivery meet global standards and local expectations.
- Accountability for SSC Success: Deep commitment to the growth and wellbeing of the SSC Team.
- Languages: Fluent English is required.
- Location: Available to work from our Tbilisi office.