The Trainer – Client Enablement role delivers tailored training to enable the Client Services team to meet client processes, tools, SLAs, and KPIs. The role focuses on onboarding, continuous learning, and performance support by assessing training needs, designing and refining content, and partnering with client stakeholders and subject matter experts.
Working closely with Client Services leadership, this role identifies capability gaps using a data-driven approach and delivers targeted enablement solutions, including training, tools, and process improvements. The Trainer – Client Enablement ensures effective implementation and ongoing optimization of instructional programs to support high performance and client success.
The individual will be accessible to London (UK) and will be expected to travel to other client sites including Dublin & Warsaw.
This is a hybrid position that requires presence in office 3 times per week in Farringdon
Duties and Responsibilities:
- Partner with Client Service team, stakeholders, clients and SME’s to ascertain specific needs and translate into most effective learning solutions, including detailed learning needs analysis where appropriate.
- Co-Create with the customer the design for training modules and Certified to Serve.
- Design training for continuous improvement, communication sourcing, and recruitment training.
- Act as point of contact for follow up questions after training.
- Track and analyze training metrics including employee utilization and participation data.
- Assist in the creation, response collection and analysis of survey and focus group data.
- Develop comprehensive learning solutions, incorporating multiple deliverables (online, video, simulations, instructor-led, virtual, etc.), to meet client team, performance goals and SLA’s.
- Actively participate and/or facilitate in in-person or virtual meetings as needed to support learning projects.
- Conduct reviews of training materials to ensure learning outcomes are met.
- Facilitate in-person or virtual train the trainer sessions.
- Create and implement evaluation plans to demonstrate business impact of training initiatives.
- Collaborate with leadership team and business subject matter experts to design engaging learning that enhances business performance.
- Partner with the client and client service leadership teams to create clear learning outcomes in support of business goals.
- Provide enhancements and revisions to existing materials based on SME/Stakeholder feedback.
- Maintain current knowledge of latest industry tools and processes.
- Design instruction that reflects an understanding of the diversity of learners and groups of learners.
- Efficiently gather information by observing, receiving, and otherwise obtaining information from all relevant sources.
- Other duties as assigned