SSC Training Manager

As an SSC Training Manager, you will oversee the training efforts within our Shared Service Centre Team, ensuring that all training programs are aligned with global standards while addressing local needs. You will manage the SSC Training Team, track KPIs, and ensure the successful rollout of global learning initiatives. If you are eager to make a difference in how teams are trained and onboarded, this role is perfect for you.

Essential Duties and Responsibilities

Team Management:

• Manage and lead Training Leads and Training Specialists to ensure effective execution of training programs.

• Oversee the development and performance of the Training Team, ensuring all trainers are equipped to meet local and global objectives.

KPI Tracking and Development:

• Track and report on the relevant Training KPIs to ensure the effectiveness of training programs and drive continuous improvement.

• Analyze training performance data to identify areas for enhancement and drive strategic changes based on those insights.

Train-the-Trainer Certification:

• Implement and track the Train-the-Trainer certification process, ensuring trainers are prepared to deliver high-quality learning experiences.

• Ensure trainers are certified and maintain ongoing competency through continuous evaluation.

Learning Strategy Development:

• Manage high-volume, cohort-based onboarding programs that deliver consistent agent readiness across the SSC. Continuously refine the program to accelerate ramp-up without compromising quality.

• Develop instructional learning strategies tailored to the needs of SSC, focusing on both onboarding and continuous learning.

• Collaborate with global teams to define and validate new training approaches that enhance learning effectiveness.

Project and Initiative Rollouts:

• Lead the rollout of global training projects and initiatives, ensuring that the SSC team is aligned with global standards.

• Coordinate with local teams to implement global changes and customize the delivery of these initiatives to suit local nuances.

Global-Local Collaboration:

• Serve as the key liaison between local teams and the global training organization, ensuring that local feedback and requests are communicated and considered in global decision-making.

• Partner with cross functional teams to identify performance trends and prioritize improvement efforts across the SSC agent population.

• Act as SCC’s primary voice in global training design and delivery, surfacing local performance patterns, flagging content gaps and co-developing learning solutions with the global training team. 

Our humble expectations

• Leadership and Team Development: Proven ability to lead and inspire a training team, setting a strong example and guiding team members to deliver impactful learning  experiences. Committed to fostering a culture of growth, ensuring team members have the support and resources needed to excel.
• Data-Driven Decision Making: Skilled in interpreting data to measure training effectiveness and  translate insights into learning program adjustments.
• Instructional Design: Knowledgeable in creating tailored learning strategies that balance local needs with global goals, particularly for onboarding and continuous learning.
• Project Management: Strong project coordination skills, especially in managing training rollouts and adapting them to fit local requirements.
• Performance Consulting: Able to work with cross functional partners to diagnose the root cause of performance gaps and design the appropriate, targeted learning interventions.
• Clear Communicator: Able to bridge global and local teams effectively, communicating needs and updates in a clear, actionable way.
• Adaptable & Culturally Aware: Flexible in approach, with a sensitivity to cultural differences and local needs, ensuring training programs are relevant.
• Problem Solver with a Strategic Lens: Quick to identify challenges and implement improvements, especially when adapting global programs to local nuances.
• Attention to Detail: Meticulous in ensuring that training content and delivery meet both global standards and local expectations.
• Accountability for SSC Success: Deep commitment to the growth and wellbeing of the SSC Team, taking ownership of training outcomes, ensuring alignment with organizational standards and addressing performance gaps.
• Languages: Fluent English is required. 
• Location: Available to work from our Tbilisi office. 

Next steps 

If you are excited about working in a high-growth environment, taking ownership and being part of an extremely ambitious team, then click below to apply and get the conversation going! We will be reviewing applications on an ongoing basis, so if this sounds like an opportunity you want to pursue, apply today! Please submit your up-to-date resume in English.