Servicing Training Specialist

Company Description
Wise is a global technology company, building the best way to move and manage the world's money.

Min fees. Max ease. Full speed.
Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.

As part of our team, you will be helping us create an entirely new network for the world's money.

For everyone, everywhere.
Job Description
More about
our mission
and
what we offer
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The Servicing Training Specialist role facilitates key learning and development initiatives that support business objectives and fosters employee growth. They are responsible for conducting onboarding sessions for new hires and support continuous learning initiatives, conducting refreshers and facilitating upskilling opportunities. The Servicing Training Specialist must guarantee that all training materials are up-to-date, meticulously maintained and version-controlled as well as supporting the planning & logistics of training sessions.

Activities performed on the job

• Training facilitation

• Delivers engaging and informative training sessions; facilitator led trainings to be held in person (where possible)

• Facilitates learning sessions according to the Facilitators' Guide and Train the Trainer sessions
• Acts as a Subject Matter Expert (SME) in the designated areas
• Conducts all facilitator-led training sessions live and on-site, unless exceptions are approved by a direct lead

• Conducts refresher trainings based on learning needs analysis

• Training planning and logistics

• Ensures timely scheduling of all participants for training sessions working in conjunction with Recruitment, Workforce Management and Operational teams

• Works with the Office team, UT and other teams to have the right rooms with the right equipment available for all training sessions, as well as having all accesses sorted for each trainee prior the sessions

• Supports training participants' enrollment, tracks and reports on attendance

• Support continuous improvement projects

• Gathers and analyses training feedback, assessments, and observations to identify trends and areas for improvement

• Provides insights and suggestions based on data collected from training sessions to senior specialists or the Training Lead for further review and opportunity scoping

• Regularly reviews and updates training materials to ensure alignment with current policies, procedures, and regulatory requirements

• Assess learning outcomes

• Evaluates Wisers' understanding of key concepts and procedures through knowledge quizzes, assessment and/or practical exercises

• Provides insights and feedback to the Operational Leads, Senior Specialist and Training Lead, based on the new hires' performance results within and post-onboarding

• Collaborate with stakeholders

• Engages in cross-functional collaboration by working with various stakeholders to align training efforts with compliance objectives

• Shares training insights by regularly providing feedback and reporting on training sessions to stakeholders

• Provides new hire scorecards by distributing scorecards to Operational Leads to track new hires' performance and progress

• Continuous learning

• Maintains operational knowledge by participating in case handling and operational activities according to the monthly expectations to maintain up-to-date product and process knowledge

• Reviews updates and internal knowledge bases regularly to stay informed about standard operating procedures, best practices, and challenges of operational agents
• Incorporates these insights into training improvements where applicable

Qualifications

• You're experienced — with demonstrated experience in facilitating training sessions and workshops for diverse audiences.
• You're knowledgeable — you have a comprehensive grasp of the subject matter, policies, procedures, regulations, and best practices.
• You proactively solve problems — identifying and addressing issues to implement improvements that benefit customers and the team.
• You're customer-centric — always prioritising customer satisfaction and advocating for their needs within the organisation.
• You embrace adaptability — readily accepting change and quickly integrating new processes while maintaining quality.
• You're a team player — sharing knowledge and resources to ensure team success and actively engaging in discussions.
• You're a strong communicator — tailoring your communication to suit diverse audiences with clarity and respect.
• You make data-driven decisions — leveraging data to inform your actions and enhance your impact.
• You take ownership — fully committing to your tasks and consistently striving to meet or exceed KPIs.

Additional Information

For everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.

We're proud to have a truly international team, and we celebrate our differences.

Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.

If you want to find out more about what it's like to work at Wise visit Wise.Jobs.

Keep up to date with life at Wise by following us on LinkedIn and Instagram.