Group Manager - Process Training

Job Description

This role ensures new hires and existing staff are equipped with the knowledge, skills, and compliance standards required to deliver superior customer service and operational accuracy. The Group Manager - Training collaborates closely with Operations, Quality, and Client Teams to drive performance outcomes, reduce errors, and meet regulatory obligations.

• Develop and implement training plans aligned with utilities processes
• Conduct training needs analysis (TNA) based on performance data, process changes, and client requirements.
• Standardize training frameworks, learning paths, and competency models for the utilities vertical.

• Create, update, and maintain process training materials: SOPs, job aids, simulations, playbooks, assessments, and e-learning modules.
• Liaise with clients and operations to ensure content reflects the latest regulatory up...