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Training Manager

hace 4 meses

Colombia Scotiabank A tiempo completo
Thank you for your interest in GSGlobales.


The incumbent facilitates training programs to the COLLECTIONS new hires and existing staff and is recognized as an expert in classroom facilitation.

He/she is responsible for quality service delivery through the monitoring of training and coaching techniques executed by the site Facilitator team.

Responsible for managing the daily operations, scheduling, coaching, and leadership of the collections team. The teams' primary goal will be to schedule and deliver training for new hire and returning employees.

The Training Manager must assure that the quality services to clients; development, growth, involvement, and recognition of employees; sound economic principles; and environment which is conducive to innovation, positive thinking and expansion - is considered in carrying out the duties and responsibilities of this position.

The Training Manager must also ensure the highest level of collection skills in their respective team and proactively manages capacity to meet the operation training needs of the business.


COMPLEXITY OF POSITION
(Knowledge/Skills/Competencies required to successfully perform the accountabilities)

To be successful, a thorough knowledge of the following functional competencies and skills must be demonstrated on the job:

  • A thorough knowledge of collections/accounts receivable principles
  • Ability to demonstrate highly developed facilitation and presentation skills
  • A thorough working knowledge of adult learning principles
  • Strong interpersonal and communication skills
  • Ability to expertly facilitate a variety of training programs (technical and pc training support, product knowledge training, service skills, selling techniques, and leadership/management programs)
  • A thorough understanding of the COLLECTIONS quality and performance standards and measurements including indepth knowledge of the Customer Experience Model and Call Centre coaching programs
  • A thorough knowledge of the COLLECTIONS Representative's desktop and tools
  • A working knowledge of Microsoft Office
  • Word, Excel, PowerPoint
  • A thorough knowledge of call centre metrics
  • Accuracy: Ensuring that work is completed correctly, thoroughly and is of high quality
  • Analytical Thinking: Using a systematic approach to planning and problemsolving
  • Coaching: Providing guidance, support and feedback to others to improve their performance
  • Communication: Choosing when and how to convey information and/or ideas concisely in ways that will be clearly understood
  • Flexibility: Adapting to and working effectively with various individuals or groups
  • Self-Development: Working continuously to increase knowledge, skills and other capabilities