Training Lead

Customer Excellence Lisbon, Portugal


Reporting to the Head of Service, you will be responsible for training strategy driving excellent results for the partner brands Customer Service. You will be supporting by liaison with brands and supporting offices regarding training needs, content development, knowledge gaps and correspondent action plans. 

What you’ll do:

  • Support deployment of brand, service, tools, procedures training initiatives as required
  • Effectively manage resources to train and deliver projects in a timely manner
  • Supports trainers, driving standardization and synergies optimization across offices
  • Leads, plan and deploy strategy for maximizing user experience
  • Work closely with Managers and Business Heads to identify training needs and complete and identify the most appropriate learning solutions to their needs
  • Develop and deploy training curriculums to brand and team needs using appropriate materials/media
  • Drives innovative training approaches and implements training best practices
  • Accountable for ensuring all training documentation is current and reviewed regularly
  • Ensure insights and analysis from quality process implemented in revision of training material
  • Responsible for continuous development of training team
  • Facilitate Training programs to advisors and Managers within the group on an ad-hoc basis
  • Delivers key reporting and training statistics according to governance requirements

Who you are:

  • Have a degree level education and recognizable industry training certification preferred
  • Over 2 years Training experience, delivering training in different geographical areas
  • Operational experience and understanding
  • Passion for providing exceptional customer service to both internal and external customers
  • Ability to work under pressure in a fast-paced environment
  • Ability to make sound business decisions with a strong sense of urgency
  • Exposure to global training accounts with ability to work across all levels and offices within an organization with a collaborative approach
  • E-Learning experience
  • Knowledge of MS Excel/MS PowerPoint, advanced level 
  • Fluency in English
  • Flexibility in schedule; must be available to work possible evenings, weekends and holidays when needed