Servicing Training Specialist - KYC

The Servicing Training Specialist role facilitates key learning and development initiatives that support business objectives and fosters employee growth. They are responsible for conducting onboarding sessions for new hires and support continuous learning initiatives, conducting refreshers and facilitating upskilling opportunities. The Servicing Training Specialist must guarantee that all training materials are up-to-date, meticulously maintained and version-controlled as well as supporting the planning & logistics of training sessions.
 

Activities performed on the job

• Training facilitation

  • Delivers engaging and informative training sessions; facilitator led trainings to be held in person (where possible)

  • Facilitates learning sessions according to the Facilitators' Guide and Train the Trainer sessions

  • Acts as a Subject Matter Expert (SME) in the designated areas

  • Conducts all facilitator-led training sessions live and on-site, unless exceptions are approved by a direct lead

  • Conducts refresher trainings based on learning needs analysis

• Training planning and logistics

  • Ensures timely scheduling of all participants for training sessions working in conjunction with Recruitment, Workforce Management and Operational teams

  • Works with the Office team, UT and other teams to have the right rooms with the right equipment available for all training sessions, as well as having all accesses sorted for each trainee prior the sessions

  • Supports training participants’ enrollment, tracks and reports on attendance

• Support continuous improvement projects

  • Gathers and analyses training feedback, assessments, and observations to identify trends and areas for improvement

  • Provides insights and suggestions based on data collected from training sessions to senior specialists or the Training Lead for further review and opportunity scoping

  • Regularly reviews and updates training materials to ensure alignment with current policies, procedures, and regulatory requirements

• Assess learning outcomes

  • Evaluates Wisers’ understanding of key concepts and procedures through knowledge quizzes, assessment and/or practical exercises

  • Provides insights and feedback to the Operational Leads, Senior Specialist and Training Lead, based on the new hires' performance results within and post-onboarding

• Collaborate with stakeholders

  • Engages in cross-functional collaboration by working with various stakeholders to align training efforts with compliance objectives

  • Shares training insights by regularly providing feedback and reporting on training sessions to stakeholders

  • Provides new hire scorecards by distributing scorecards to Operational Leads to track new hires' performance and progress

• Continuous learning

  • Maintains operational knowledge by participating in case handling and operational activities according to the monthly expectations to maintain up-to-date product and process knowledge

  • Reviews updates and internal knowledge bases regularly to stay informed about standard operating procedures, best practices, and challenges of operational agents

  • Incorporates these insights into training improvements where applicable

Additional Information

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Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.

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