Designs, develops and continues to refine framework for business systems and enables e-learning programs.
Gathers materials and content from key managers and subject matter experts across the business.
Partners with Coaches and Team Leads in the delivery of simplified and standardized training content in the form of scripts, lesson plans, instructor guides, job aids, etc.
Develops computer and / or Internet based training programs for process and applications, as needed.
Provides input into Operations strategies and training plans to reduce new Operations employee ramp up time.
May act as point-of-contact for special projects related to strategic learning and development initiatives, regional training, and Operational process changes.
Performs needs analyses with department and functional leaders as required.
Develops evaluation and feedback applications to measure course effectiveness, improve course design and training implementation practices.
Enables the delivery of training that significantly improves Customer-to-Cash’s ability to reach more team members in a far more efficient fashion, reducing costs and improving client satisfaction
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 enterprise partners, acting as point of contact for C2C process deployments
Manages multiple projects that may require cross-functional delivery of process improvement and updates.
Updates learning materials, ensuring version control and single repository of C2C learning content
May develop quick reference guides to be owned by process teams and used in training.
May build reports and provides visibility on learning progress and improvement.
QUALIFICATIONS EDUCATION / EXPERIENCE :
Bachelor's degree certification in Project Management, Education, Training. Experience or certification in Technical Training or proven equivalent experience, preferred;
Prior experience in a Finance role, ideally Customer-to-Cash is a plus.
Strong verbal and written communication skills required. Solid English language skills are required. (B2+ minimum)
Substantial experience of training and training delivery.
Must effectively demonstrate Ways of Working, esp. challenge status quo and delivering value via impact vs. activity
Demonstrates ability to influence and establish strong stakeholder relationships
Understanding of the full learning cycle from learning needs analysis to evaluation.
Experience in designing / developing e-learning and instructor-led training materials.
Effectively communicates difficult subject material by tailoring the communication to the audience.
Solid understanding of Customer-to-Cash functions and processes including Collections, Order Management, Cash Applications, Billing, Master Data, etc.
Excellent ability to deal with difficult customer (internal & external) situations with a professional and resourceful manner for resolution.
Requires strong negotiation and problem-solving skills within prescribed guidelines.
Experienced user of relevant business systems & tools (e.g. e-Learning systems, Service Cloud, Get Paid, Business Optix, SAP, etc.)
Strong PC skills, particularly Excel and Word.
Highly motivated, proactive, task oriented and able to work independently in a fast-paced environment.
Ability to maintain confidentiality of sensitive information
At Thomson Reuters, we believe what we do matters. We are passionate about our work, inspired by the impact it has on our business and our customers.
As a team, we believe in winning as one - collaborating to reach shared goals, and developing through challenging and meaningful experiences.
With more than 25,000 employees in more than 100 countries, we work flexibly across boundaries and realize innovations that help shape industries around the world.
Making this happen is a dynamic, evolving process, and we count on each employee to be a catalyst in driving our performance - and their own.
As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex / gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law.
Thomson Reuters is proud to be an Equal Employment Opportunity / Affirmative Action Employer providing a drug-free workplace.
We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.