Training Manager

Introducing a new role to our business.We are looking for an experienced professional to join our team as a Training Manager for the Tasman portfolio, a performing Residential Primary dwelling & BTL Tracker portfolio. The role will initially report into the Head of Tasman Mandate.

The training Manager will set up the training function.They will provide training and support to customer facing staff working in a servicing and arrears Contact Centre environment, and staff working in the supporting administration teams. The trainer will support the teams by creating an induction training program and will also be required to provide training for procedure updates, process changes, whilst also embedding the control environment and supporting the successfully delivery of SLA’s. Call quality assurance reviews and feedback will also be integral part of the training proposition.

How You’ll Make an Impact

* and deliver new hire training and other departmental training programs as required to successfully meet SLA’s.
* the performance of agents using tools available such as assessments, playbook observations, and provide recommendations.
* up and maintain training facilities and related training materials.
* all aspects of the program to new hires and refresher training to tenured employees.
* all internal / external online learnings are completed ahead of target completion date.
* and work closely with SMEs to design, develop and refine engaging programs in various formats (documentation, live and online training material).
* robust training logs, ensuring an ability to evidence attendance of all.
* one-on-one coaching in training to ensure exceptional customer services
* in conjunction with complaints and errors teams to share learnings and embed culture of continuous improvements.
* support and ensure embedding of the Training Development & Competency scheme.

Expertise

* experience of training Customer Service employee’s within Finance preferable.
* understanding of the regulatory environment including CCMA & CPC regulations.
* attention to detail and ability to use data to drive positive actions.
* knowledge of Microsoft Office applications, with the ability to quickly learn new systems
* to react and deal with change in a fast-moving environment.
* communication skills with ability to motivate teams.
* to work on your own initiative.
* demonstrates that “the customer is at the heart of everything we do”

Central Bank of Ireland (“CBI”) Fitness & Probity Regime

Some of our roles are Control Functions (“CF”) as defined by the Central Bank Reform Act 2010. If a vacancy is for a CF role, it will be indicated above. For CF roles, appointment will be conditional on Mars Capital being fully satisfied that the appointee meets the requirements as set out in the Fitness and Probity Standards 2018 issued by the Central Bank of Ireland. In the case of proposed appointees to Pre-Approval Control Functions, this includes prior approval by the CBI of such appointments.