Act as a subject matter expert regarding Order Management and / or Cash Applications processes, identify training needs and develop material to properly equip team members to perform at the required level.
Continuously implements improvement ideas and provides support to achieve learning and financial targets given by the business.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
Design and deliver learning (both face-to-face and virtual) to support customer experience excellence provided by Operations teams, specifically Order Management or Cash Applications.
Obtain and develop required in-depth knowledge of Operational roles, processes and systems to deliver knowledge and skills in areas of functional expertise.
Design and deliver soft / service / communications skills training plus appropriate learning and performance support in less familiar areas.
Design and develop assessments to complement learning and designs appropriate evaluation methods.
Lead learning projects in addition to providing learning support within own scope / environment as required.
Completes the required learning administration to provide reporting information for leadership team.
Support Operational tasks as required such as suspend / reinstatement process, applying cash and / or credits, or special other needs within any functional areas of the team.
PROCESS DEVELOPMENT AND OPTIMIZATION
Contributes to process design and updates via requests for process clarification for training and feedback from learners.
Updates learning materials in the light of process changes.
May develop quick reference guides to be owned by process teams and used in training.
Builds reports and provides visibility on learning progress and improvement.
Actively supports the training of staff to enable them to perform at expected levels
Promotes learning and drives the building of a supportive and engaging learning environment.
Supports learning and tools which help staff to take responsibility for their own career development.
Partners with management, to develop subject matter experts to carry out performance and learning needs.
Provide analysis and proposes appropriate learning solutions to mitigate gaps and enhance support to achieve business objectives and customer experience excellence.
Works closely with the business and individuals post program to secure follow-up and performance support.
Collaborates with colleagues to drive or implement best practices.
May own relationships with external vendors.
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