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Training Team Leader
WTW
Redhill, GBR
Full-time
Mid
Hybrid
Discovered 2 weeks ago
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Description
The Service Centre Training Team Leader is responsible for leading the Training function across the Service Centre, ensuring colleagues have the skills, knowledge and confidence to deliver an exceptional member experience.
The role owns the end-to-end training lifecycle, including onboarding, route to competency, refresher training, leadership development and continuous learning. The Training Team Leader will lead a team of two Training Specialists (based in Ipswich and Manila), driving training effectiveness, capability development and operational readiness across all Service Centre locations.
Working closely with Operational Leaders, Team Leaders, Product Owners and the Quality Team Leader, the role ensures learning interventions are aligned to business priorities, quality insights and member needs.
The Role
Training Strategy & Delivery Own and deliver the Service Centre Training Strategy and roadmap, aligned to the Service Centre vision Design, deliver and evaluate training across multiple formats, including classroom, virtual, eLearning and on-the job coaching. Lead onboarding, route to competency, refresher training and leadership development programmes, ensuring training materials and resources remain accurate and up to date.
Own and deliver the Service Centre Training Strategy and roadmap, aligned to the Service Centre vision
Design, deliver and evaluate training across multiple formats, including classroom, virtual, eLearning and on-the job coaching.
Lead onboarding, route to competency, refresher training and leadership development programmes, ensuring training materials and resources remain accurate and up to date.
Capability & Performance Development Use quality insights, member feedback and operational performance data to identify capability gaps and implement targeted development plans. Deliver coaching and support interventions to improve colleague confidence, performance and member outcomes. Monitor training effectiveness through agreed KPIs and recommend improvements where required.
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