Our client, an on-demand Courier Service that delivers products ordered through their mobile app, is seeking a highly skilled Training and Process Lead. This role is responsible for driving the overall training strategy, ensuring the design and delivery of quality training programs that enhance team performance and operational excellence. The ideal candidate will be responsible for developing the training team, aligning training initiatives with business goals, and ensuring measurable impact through continuous improvement and stakeholder collaboration.
Key Responsibilities
Training Strategy & Program Ownership
Define and drive the overall training strategy aligned with business goals.
Own the end-to-end training framework including onboarding, continuous learning, and upskilling.
Continuously evolve training approaches based on performance insights and business needs.
Training Governance & Quality Assurance
Establish and maintain training standards, frameworks, and best practices.
Review and approve training content, materials, and delivery approaches.
Ensure alignment between training, quality benchmarks, and operational expectations.
Team Leadership & Development
Lead, coach, and develop Trainers to ensure high-quality delivery.
Set clear goals, KPIs, and expectations for the training team.
Conduct regular performance reviews and provide structured feedback.
Build team capability and ensure continuous upskilling of Trainers.
Performance & Impact Management
Define and track training effectiveness metrics (e.g., post-training performance, quality scores).
Analyze training impact on business performance and identify improvement areas.
Partner with Quality and Operations to close performance gaps through targeted training interventions.
Stakeholder Management & Alignment
Act as the primary point of contact for all training-related initiatives.
Collaborate with Operations, Quality, and other stakeholders to identify training needs.
Align training priorities with business objectives and operational changes.
Provide regular updates and insights to leadership.
Planning & Execution Oversight
Own training plans, schedules, and resource allocation.
Ensure timely delivery of all training programs (new hires, refreshers, upskilling).
Manage training capacity in line with hiring plans and business demand.
Process Improvement & Innovation
Identify gaps in training and operational processes and drive improvements.
Introduce new training methodologies.
Ensure training processes are efficient, scalable, and aligned with best practices.
Requirements and Qualifications
Strong strategic thinking with the ability to translate business goals into effective training frameworks.
Advanced analytical skills with experience using data to drive training decisions and measure impact.
Proven ability to lead, coach, and develop high-performing training teams.
Experience managing multiple training programs and priorities in a fast-paced environment.
Strong stakeholder management skills with the ability to influence senior leadership and cross-functional teams.
Demonstrated experience in designing scalable training strategies within a call center or operations environment.
Strong project management skills, including planning, execution, and delivery of training initiatives.
Excellent communication and presentation skills, with the ability to engage diverse audiences.
Bachelor’s degree or equivalent training and/or at least 6 months related experience.
How to Apply
Applicants who meet the requirements should send their application letter, expected salary, and detailed CV to jobs1@hcsaffiliatesgroup.com with 'Training and Process Lead' on the Subject line.
How to Apply
Applicants who meet the requirements stated above should send their application letter, expected salary, and detailed CVs with a day-time telephone number to the email address: jobs1@hcsaffiliatesgroup.com with 'Training and Process Lead' on the Subject line.
