Process And Comm Training Senior Associate

NTT DATA North America; Quezon City; On-site; PHP 391,000 - 614,000; Full time

Job summary

NTT DATA North America is seeking a Training Specialist to deliver brand, technical, and soft skills training in a structured classroom environment. You will coach participants and manage their transition into production, supporting our Canadian banking portfolio.

Responsibilities include preparing training materials, applying adult learning principles, and working with the design team as needed. On-site availability and varied shift coverage are required to meet client needs.

Qualifications

• Experience delivering classroom training to groups of 2–20 participants.
• Uses adult learning principles to conduct in-class training.
• Experience in a training role within financial services is a plus.

Responsibilities

• Prepare for delivery of training including systems, facilities, and course materials; send welcome emails to participants.
• Deliver technical and/or soft skills training to learners in classroom settings and groups.
• Follow processes to document delivery and report on training activities.
• Complete mandatory privacy, security, and fraud training.

Skills

Communication

Coaching

Adult learning

Organizational skills

Time management

Customer orientation

Problem solving

Leadership

Feedback

Bilingual English/French

Education

Adult Education Certificate/Training and Development Certificate

Job description

Job Description: Overview: We are looking for a positive and professional Training Facilitator to join our team of trainers who report to our Training Manager. This is opportunity starts with establishing our training practice with new and existing clients. You would be primarily responsible for delivering on brand classroom training techniques and soft skills. The role also includes coaching and managing performance in the classroom and as learners' transition into the production environment. It may also be possible to help the training design team to modify and improve the training content. This opportunity is to support our Canadian banking portfolio with responsibility for the delivery of brand, technical and soft skills training through classroom (up to 18 participants) and group training (5-7 participants). The role also includes coaching and performance management in the classroom and while learners' transition into production. Position: Training Specialist Position Status: Full Time On-Site available Hours of Work: Monday-Sunday 07:00 - 16:00 EST/ 16:00 - 01:00 EST

Responsibilities:

• Preparation for delivery of training including systems, facilities, course materials and welcome emails to class participants
• Uses adult learning principles to conduct in-class technical and/or soft skills training for new and existing employees. Class sizes can vary from 2 to 20 participants
• Adheres to processes and methodologies to fulfill delivery and report on the delivery of scheduled training curriculum and related activities aligned with operational strategies and goals
• Completion of all mandatory privacy, security, and fraud training
• Uses standardized evaluations to assess training impact/effectiveness and provides results and suggestions to key stakeholders in Operations, Recruitment and Training Design
• Provides support and coaching to new trainees in the classroom, and as they transition into production, to ensure that learners are adequately skilled and supported to meet their key performance goals
• Identifies unique challenges of some learners and creates supportive plans to address
• Coaches' learners on early performance so that they meet transition performance benchmarks

Requirements:

• Credit Card and or Financial Industry experience (as required based on portfolio)
• Excellent communication skills in both official languages (English/French), verbal and written required
• 1-2 years operational and customer service experience within a Contact Centre is considered an asset
• Flexibility to prepare for and conduct training sessions as scheduled or as necessitated by operational requirements including but not limited to: (day shift - 7am - 3 pm; 9am - 5 pm and/or evening shift 3:00 pm - 11:00 pm)
• Strong organizational skills and time management skills
• Passionate customer orientation
• Natural solutions orientation
• Experience providing feedback in a supportive manner
• Ability to identify performance trends and put a customized action plan in place.
• Take initiative to rectify problems in the training environment & see through to resolution
• Coaching experience, demonstrating listening, understanding, providing feedback, and setting goals
• Must work well with changing priorities
• Comfortable with matrix leadership structures
• Completion of Adult Education Certificate/Training and Development Certificate or in progress considered an asset or relevant experience.