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About the Role

The Customer Experience Training Lead in Operations will be responsible for ensuring that all processing staff are effectively onboarded, upskilled and refreshed with the applicable operational processes. This is done in collaboration with the Business Unit Managers and Leaders in Operations. New products, process changes and innovations that need to be cascaded, learned or adapted by the operations employees will be under the purview of the CX Training Lead. The objective is to enable all employees in Operations to perform their roles with efficiency, ease and effectiveness. Employee experience, matched with competency and capability, is crucial in the delivery of best-in-class service to the customer and distribution.

Develop and implement comprehensive training programs for new hires and existing staff, including but not limited to programs or trai...