Contractual Training Lead For Ops Enablement JD

Training Lead will be accountable for providing strategic and thorough training partnership to the
Operation Enablement organization. Formulates training approaches and solutions in alignment with
the business strategy. Serves as a global training business partner to focus on gathering business
requirements, reviewing performance indicators, conducting training needs analysis, and providing
training solutions that create value for customers. Provides training expertise, consultation, tools, and
action plans to support integrated tech projects, launches and/or run state requirements impacting EBS
customer service delivery (systems, technology, processes, people, etc.). Partners and engages client
group and cross tier stakeholders to gather feedback, maintain transparent communication and ensure
alignment between customer needs and training solutions.
Key Responsibilities:
 Leads as training business partner to Ops Enablement focusing on:
o Conducting intake with customers, using business goals information, performance
indicators/ data, organizational trends, and insights to assess and identify training /
capability building needs.
o Formulating training solutions that may include training prioritization, skills /
competencies need assessment, target audience analysis, development of learning and
training objectives, curriculum design/learning journey mapping, success profiles,
competency model application, training interventions/ action plans and/or application
of standardized learning tools.
 Applies project management principles and tools to document, articulate and deliver training
support including definition/scope, identification of key stakeholders, training deliverables,
progress reporting, risks/ roadblocks, and success measures.
 Measures, tracks, and communicates to stakeholders and partners: training strategy progress
updates, training effectiveness measures, training ROI, metrics (KPIs) and insights.
 Identifies, recommends, and implements continuous improvement opportunities to optimize
the standards of training practices, interventions, interdependencies, and tools.
 Participates in training communities of practice. Gathers and shares external/internal training
benchmark information, lessons learned and best practices.
 Lead special projects and initiatives as assigned.
Position Requirements (Consider and identify requirements potential applicants must meet
to be considered for the position):
 At least a bachelor’s degree in education, training, human resources, or a related
discipline
 A 5+ years of related experience providing strategic training in business partnering /
consultative roles. This includes experience analyzing business requirements, conducting
training needs analysis, formulating training solutions, and measuring training effectiveness.
 Understanding and practical application of adult learning principles, ADDIE Model,
Kirkpatrick evaluation model, learning delivery methods, competency models, curriculum
design, and LMS.
 Superb track record in developing and executing successful training programs.
 Extremely organized and detail-oriented
 Self-motivated/self-starter with the ability to work effectively in an ambiguous
environment.
 Excellent relationship management, listening skills, and demonstrated track record
building strong stakeholder engagement and influencing skills.
 Effective communication skills with employees and stakeholders at all levels of the
organization and external partners, as needed.
 Understanding and application of basic project management tools and practices to lead
a training project and/or connect training support to a business project plan.
 Inclusive, flexible, and adaptive in working in a global environment, across time zones
with remote colleagues and stakeholders.
 Computer literate with proficiency in MS Office and related business and
communication tools
Education:
A minimum of a bachelor’s degree is required.
Preferred Requirements/Competencies (Consider and identify requirements/competencies

that are not required to perform the job, but would be very helpful to perform the job):
Preferred:
 Experience supporting Ops Enablement and Contact Center or large transformation programs
for global, matrixed complex organizations.
 Basic understanding of business, financial, and organizational factors about Ops Enablement and
Contact Center activities is preferred.
 Experience in Shared Services organization

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Training Lead will be accountable for providing strategic and thorough training partnership to the

Preferred Requirements/Competencies (Consider and identify requirements/competencies

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