Training Manager

Primary Purpose

The Training Manager will play a crucial role in overseeing training initiatives for our Shared Services. Collaborating closely with the Global Learning and Development Lead and Business Process Outsourcing (BPO) leaders, you will ensure that onboarding, upskill & leadership training programs are effectively implemented across the Shared Services landscape. This position is based at HelloConnect, requiring a strategic and hands-on approach to drive learning and development efforts. You will lead all Shared Shared Projects and leadership strategies.

Key Accountabilities

You are directly responsible for:

Training Program Analysis & Development:

• Working closely with International Teams to develop, and implement comprehensive training programs tailored to individual departments.
• Create training materials, modules, and resources, including presentations, guides, role-play scenarios, and assessments.

Performance Evaluation and Feedback:

• Assess the effectiveness of training programs through feedback mechanisms, performance metrics, and analysis of KPIs & results.
• Utilize Kirkpatrick's 4-Level evaluation process on all training initiatives.
• Sending Quarterly business reports and quarterly strategy for Shared Services

Continuous Improvement:

• Stay updated with market trends, industry methodologies, and industry best practices related to leadership and technical skills training and incorporate these insights into training programs.
• Regularly review and update training materials and programs to ensure relevance and effectiveness.

Knowledge Management:

• Ensure all agent resources are up to date and include AI features to improve accessibility.
• Assess the effectiveness of the current knowledge base and provide continuous support and improvement in our agent resources.

Work in collaboration with other training managers in rolling out a leadership program

• This program should be a combination of face-to-face and online learning and be tailored around HC leadership competencies.
• Leadership training for Shared Services is your key priority

People Leadership:

• Being an ambassador for the brand, providing insight into the team and implementing the brand's tone of voice
• Providing leadership for the team by inspiring them with the company's service vision, setting clear objectives, and motivating them to deliver the best level of service
• Creating and maintaining a professional culture within the team, where individuals take ownership and are meticulous and proud of delivering excellence and quality.
• Your direct reports must be given support and direction. You should manage their time and ensure these resources are used effectively.
• Set priorities, plan workload, meet deadlines, and push to exceed quality targets.
• Communicate updates, overall team performance and statistics to the team on a regular basis.
• Look for trends and proactively report to the relevant teams.
• You must follow the correct HR procedure when managing your team's performance. Performance Improvement Plans (PIP) must be documented and organized correctly alongside our HR Coordinator or with external contacts.
• You should have all of your performance conversations and 1:1s documented in Small Improvements
• Create a motivated and positive working culture within your team in alignment with the company values.
• Ensure the team feels fully supported on the floor at all times.

Shared Services Specific:

• You are responsible for conducting training needs assessments and training activities for all Shared Services Teams.
• You will be responsible for defining the strategic training roadmap for all Shared Service Teams
• You will develop and implement learning strategies and programs and design e-learning courses, workshops and more
• You are the POC for L&D Shared Services for International Teams, Continuous Improvement, Quality, IT and Tech teams in HelloFresh to ensure that training materials for new features, processes and procedures are created
• You will be in close collaboration with the Global L&D Lead to create, design and deliver onboarding, upskill and leadership training strategy built around competencies.
• You will be assigned to the HelloFresh CC International Organization
• You are responsible for reporting and evaluating the training that we are providing and working with them international teams with the aim to increase speed to proficiency.
• You will report to the Global Learning & Development Lead

Knowledge, Skills and Experience

• You have already gained experience in training and development (6+ years)
• You work independently and solution-oriented you have a decision-making mindset and an acute sense for responsibility
• You have excellent communication & stakeholder skills
• You are confident in using customer support software and processes
• You have high-level MS Office skills, especially Excel/PowerPoint (Google Suite Preferred)
• You have excellent English skills
• You are ready to take on responsibility from day 1 in a dynamic work environment