RTO Training & Process Lead Job

Customer Service Jobs. HCS Affiliates Group Jobs

Our client, an on-demand Courier Service that delivers products ordered through their mobile app seeks to recruit a Training and Process Lead 

Your Work-life Opportunity:

Our Client thrives to provide our customers with a world-class experience. To help us do that, we are seeking a highly skilledTraining and Process Lead who will be responsible for driving the overall training strategy, ensuring the design and delivery of quality training programs that enhance team performance and operational excellence. The ideal candidate will be responsible for developing the training team, aligning training initiatives with business goals, and ensuring measurable impact through continuous improvement and stakeholder collaboration.

Key Responsibilities

• Training Strategy & Program Ownership
  • Define and drive the overall trainingstrategy aligned with business goals
  • Own the end-to-end trainingframework up to and including onboarding, continuous learning and upskilling.
  • Continuously evolvetraining approaches basedon performance insights and business needs
• Training Governance & Quality Assurance
  • Establish and maintain training standards, frameworks, and best practices
  • Review and approve training content, materials, and delivery approaches
  • Ensure alignmentbetween training, qualitybenchmarks, and operational expectations
• Team Leadership & Development
  • Lead, coach, and develop Trainers to ensure high quality delivery
  • Set clear goals, KPIs, and expectations for the training team
  • Conduct regularperformance reviews and provide structured feedback
  • Build team capability and ensure continuous upskilling of Trainers
• Performance &Impact Management
  • Define and track trainingeffectiveness metrics (e.g,post training performance, quality scores)
  • Analyze trainingimpact on businessperformance and identify improvement areas
  • Partner with Quality and Operations to close performance gaps through targeted training interventions
• Stakeholder Management & Alignment
  • Act as the primarypoint of contactfor all training related initiatives
  • Collaborate with Operations, Quality,and other stakeholders to identify training needs
  • Align trainingpriorities with businessobjectives and operational changes
  • Provide regularupdates and insightsto leadership
• Planning & Execution Oversight
  • Own trainingplans, schedules, and resource allocation
  • Ensure timely delivery of all training programs (new hires, refreshers, upskilling)
  • Manage trainingcapacity in line with hiringplans and businessdemand
• Process Improvement & Innovation
  • Identify gaps in trainingand operational processes and drive improvements
  • Introduce new training methodologies
  • Ensure trainingprocesses are efficient, scalable, and alignedwith best practices

Qualifications & Experience

• Strong strategic thinkingwith the abilityto translate businessgoals into effective training frameworks
• Advanced analytical skills with experience using data to drive trainingdecisions and measure impact
• Proven ability to lead, coach, and develophigh-performing training teams
• Experience managing multipletraining programs and priorities in a fast paced environment.
• Strong stakeholder management skills with the ability to influence senior leadership and cross functional teams
• Demonstrated experience in designing scalable training strategies within a call center or operations environment
• Strong project management skills,including planning, execution, and delivery of training initiatives
• Excellent communication and presentation skills, with the ability to engage diverse audiences
•  Bachelor’s or equivalent training and/or least 6 months related experience preferred Experience 

How to Apply

Applicants who meet the requirements stated above should send their application letter, Expected salary and detailed CVs with a day– time Telephone number to the email address: jobs1@hcsaffiliatesgroup.com with Training and Process Lead  on the Subject line.