Customer Support Training Lead

About the role

We are looking for a Customer Support Training Lead to drive the strategy, design and delivery of learning initiatives for our Servicing Operations teams. In this role you will lead a dedicated training team, ensure high-quality training programs, and support employee growth across the organization.

Key responsibilities

• Manage performance of the training team and individual members.
• Design, implement and continuously improve training strategies and best practices.
• Oversee the delivery of timely, high-quality training sessions and facilitate key workshops.
• Develop and maintain reporting governance, using insights to drive improvements.
• Collaborate with Servicing Operations and other stakeholders to validate training needs and align initiatives with business priorities.
• Lead change management efforts, communicate updates and support team adaptation.
• Monitor training effectiveness, analyse data and adjust programs as required.
• Foster a positive, engaging work environment that encourages professional development.

Required profile

• Several years of experience in Learning & Development or Training Operations with progressive responsibility.
• Proven leadership experience driving change and innovation.
• Strong problem-solving skills and ability to take ownership of issues.
• Demonstrated ability to coach, develop and empower team members.
• Effective performance-management capabilities, including setting expectations and providing feedback.
• Data-driven decision-making using metrics to improve impact.

Required skills