FOR POOLING: Knowledge Transfer Lead

This role may require travel to the U.S. While an active U.S. visa is preferred, it is not strictly required.

The Knowledge Transfer (KT) Lead is responsible for leading the successful transfer of project knowledge and operational readiness for new client implementations, transitions, and strategic initiatives.

Responsibilities:

• Lead project-specific knowledge transfer and learning readiness activities for new client launches and operational transitions.
• Partner with client Training teams, Operations, Quality Assurance, and Project Management to understand business requirements and learning objectives.
• Evaluate existing client learning materials and determine readiness for implementation.
• Design and develop project-specific training curricula, facilitator guides, learner materials, assessments, certification criteria, remediation plans, and nesting programs when required.
• Complete Train-the-Trainer (T3) certification requirements and facilitate instructor-led and virtual training sessions.
• Deliver onboarding programs, certification activities, and knowledge assessments to ensure learner readiness.
• Partner with Operations and Quality teams to support structured nesting and performance stabilization.
• Monitor learner performance during the initial 30-, 60-, or 90-day operational support period and recommend learning interventions where necessary.
• Provide coaching and guidance to Trainers, Team Leaders, and Operations partners during transition.
• Complete structured knowledge transfer and documentation handover to the designated BAU Training team.
• Capture lessons learned and recommend continuous improvements for future client implementations.

Requirements: Technical Skills:

• Instructor-Led Training (ILT) and Virtual Instructor-Led Training (VILT)
• Curriculum and learning material development
• Assessment and certification design
• Learning Management Systems (e.g., LearnUpon)
• Microsoft Office and Google Workspace
• Project documentation and knowledge management
• Learning analytics and reporting
• Operational readiness and transition planning
• Familiarity with Quality Assurance and nesting processes

Behavioural Skills:

• Customer Focus
• Ownership & Accountability
• Collaboration & Teamwork
• Adaptability
• Continuous Improvement Mindset
• Relationship Building
• Results Orientation
• Critical Thinking
• Learning Agility
• Professional Integrity

Work Experience:

• Minimum of 3–5 years of experience in Learning & Development, Training, Operations, or Project Implementation.
• Experience leading instructor-led and virtual learning programs.
• Experience supporting new client implementations, transitions, or operational launches preferred.
• Experience developing training curricula, assessments, and learning materials.
• Experience partnering with cross-functional teams and external stakeholders.

Education Requirements:

• Bachelor's degree in Education, Human Resources, Business, Psychology, Communications, or a related discipline.
• Adult Learning, Instructional Design, Project Management, or Facilitation certifications are advantageous.
• Experience within the BPO, Gaming, Customer Support, or Shared Services industry is preferred

Benefits:

• Non-taxable Allowances
• HMO and Life Insurance
• Paid Time Offs
• Annual Wellness Subsidy