Team Lead Training Facilitation

What you do
**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