Team Lead Training Facilitation
Mexico City, MX
What you do
Position Summary: The Team Lead, Training Facilitation is responsible for coaching, motivating and developing a staff of Training Facilitators, and support the manager to manage, refine and enhance Operations-based training programs. Contribute to analyzing and determining training needs, administering plans, procedure, and program to meet training needs. Support the design, development and delivery of training manuals and aids. Supervise or conduct special courses designed for training selected groups of operational employees. The Team Lead the work related activities and projects to achieve the volume expected to meet operational requirements. Recognize and recommend operational improvements. Support the manager on the day-to-day application of organizational policies and procedures. Support the manager in approving associate-related activities concerning hiring, training/development, and evaluation of staff performance.
What you bring:
Responsibilities
• Lead, coach and develop associates to ensure efficiency of the department, satisfaction of customers and clients, and to maximize associate performance. • In conjunction with the Director and Manager, establish, manage, measure and achieve department goals. Accountable for overall effectiveness and performance of the department including ensuring the department is appropriately staffed and structured to meet business needs. • Hold regular one-on-ones and team meetings; contribute to team engagement. • Actively manage performance; identify training needs and provide post-training support. • Perform other leadership duties such as ensuring time worked is approved and entered on time, performance reviews are conducted and new staff are recruited on time. • Ensure effective use of resources and knowledge. • Support in effectively managing the daily activities of the department to ensure maximized scheduling and real-time utilization of resources. • Support the manager to achieve all established service standards and turnaround times. • Contribute to Initiating, researching and recommending process and workflow enhancements in order to increase efficiency. • Contribute to preparing, analyzing and acting on various reporting metrics/KPI’s. • Maintain up-to-date knowledge of industry developments and competitive intelligence. • Respond to and collaborate on issues and requests from other internal and external departments. • Support the implementation of new business and processes. • Support the manager to schedule training, and liaising with internal partners to anticipate needs. • Contribute to the statistical analysis on training results as well as compile monthly reports to identify trends which require improvement. Support the manager to develop, present and implement recommendations. • Interact with internal stakeholders to identify urgent situations, performance concerns, and to resolve training problems, as well as contribute ideas to resolve other issues. • Support Manager on the department strategy. • Provide Training and Development feedback on RFPs from an SOP perspective. • Co-ordinate with outsourced call centers to facilitate their training needs.
Minimum Qualifications
• College Degree/Diploma coupled with a minimum of 5 years’ experience in a Facilitation role. • Certification in Adult Education which could include a Bachelors of Education Degree or a College Certification. • Demonstrated leadership behaviours. • Strong knowledge of training design and delivery, such as adult education learning theories, eLearning, instructional design and delivery, and the principles of group dynamics. • Polished presentation/facilitation skills. Preferred Qualifications • Demonstrated success in establishing and driving service excellence. • Possess superb customer service skills, a strong customer focus, and commitment to customer satisfaction. • Demonstrated ability to build strong relationships at all levels of the organization. • Demonstrated ability to effectively lead people, get results through others and provide coaching/constructive feedback.
Disclaimer: The statements herein are intended to describe the general nature and level of work being performed by associates in this job. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of associates in this job. Other duties within the scope of the role may be assigned.
74171 | Operations | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent
Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.
We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.
We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.
Great to have you on board. Let's care for tomorrow.
