The Servicing Training Lead is a critical leadership role responsible for the end-to-end management, performance, and strategic direction of the Servicing Training Specialist team. This role ensures the timely, high-quality, and impactful delivery of training programs that are strategically aligned with Servicing Operations goals. The Lead drives team performance, fosters a culture of continuous improvement and knowledge sharing, manages key stakeholder relationships, and oversees the strategic reporting and resource allocation for the Servicing L&D function.

People Management & Development

Performance Management: Manage performance on an individual and team level, promptly addressing underperformance through coaching, setting SMART goals, and meticulous documentation of interventions.
Talent Development: Implement a system to identify team talents, design and manage Individual Development Plans (IDPs) and Personal Improvement Plans (PIPs), and provide mentorship to enhance team capabilities.
Team Leadership: Hire, lead, and manage the team, including administrative tasks (scheduling, interviewing, GrowWises, salary/performance reviews). Conduct regular (bi-weekly) coaching sessions, 1:1s, and team meetings to foster communication and growth.
Engagement & Culture: Develop and promote a culture of knowledge sharing and collaboration. Organize regular team-building activities and develop action plans based on employee feedback (Wiser Pulse).

Training Strategy & Execution

Strategy Implementation: Support the Training Senior Lead in executing L&D strategies aligned with organizational and Servicing Operations goals. Ensure the team understands their role in achieving these objectives.
Best Practices: Develop, communicate, and maintain accessible documentation of strategies and best practices to achieve defined training targets.
Quality Assurance: Ensure the quality and timely delivery of training programs. Guarantee timely, high-quality training sessions through demand vs. capacity calculations and optimal scheduling.
Team Alignment: Monitor and ensure the team’s performance aligns with broader organizational goals and defined expectations.

Stakeholder Management & Collaboration

Needs Validation: Collaborate with stakeholders (including vendor managers, project managers, product specialists, etc.) to validate training requests by sizing the problem, assessing cost vs. benefit, and applying critical thinking to determine if training is the optimal solution.
Recommendations: Provide well-informed, analysis-based recommendations to stakeholders, leveraging data and insights to influence effective solutions for operational challenges.
Communication: Serve as the primary point of contact between the L&D team and stakeholders, ensuring learning needs and solutions are efficiently aligned with the Design & Development (D&D) team.

Reporting, Analytics & Documentation

Governance & Reporting: Develop, oversee, and maintain the framework of training efficiency data. Ensure timely and relevant reports with insightful and actionable findings (based on knowledge assessment, participant feedback, performance metrics, and business impact) are generated.
Performance Tracking: Regularly track and analyze Training Specialists' performance against KPIs, conducting evaluations and providing constructive feedback. Deliver monthly performance and KPI reports, maintaining transparent documentation of trainer occupancy and their activity's impact.
Improvement: Utilize insights from reports and deep-dives to continuously provide improvement recommendations for training programs, ensuring evaluation data enhances programs and supports evolving business goals.
Documentation: Implement and maintain systematic, detailed, and accessible documentation of all training and team-related initiatives (meeting notes, content, project deliverables, etc.).Resource Management & Technology
Budget Management: Effectively manage the team’s budget, ensuring efficient resource allocation and spending aligns with strategic priorities.
Technology Oversight: Oversee the selection and implementation of training technologies and tools to support the delivery and management of effective learning programs.

Change Management

Communication: Effectively manage and communicate changes within the team and to external stakeholders, ensuring clear understanding and buy-in.
Adaptation: Guide the team through changes by providing necessary support, training, and resources to ensure a smooth transition and readiness to integrate changes.
Monitoring: Monitor the progress and impact of changes, gather feedback, and recommend necessary adjustments to the Training Senior Lead.

Experience in a training and development role, preferably in a Servicing/Operations/Contact Center environment.
Experience in leading and managing a team of trainers or L&D professionals.
Proven expertise in performance management, coaching, and implementing talent development strategies (IDPs/PIPs).
Strong analytical skills with the ability to interpret performance data, generate insightful reports, and provide strategic recommendations.
Excellent stakeholder management and communication skills.
Proficiency in modern training methodologies (in-person, e-learning, blended learning).

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