BASIC QUALIFICATIONS
- A graduate with experience of 7+ years in training management/people management, on a fast paced corporate environment.
- Proven soft skills training delivery, with an expert understanding of cultural localization.
- Experience in working on process improvement projects in learning environments.
- Track record of working on a team (as member and/or leader) and independently to deliver results.
- Experience handling KNET, Cornerstone, Thinking Cap or other learning management systems.
- Proven experience delivering results in ambiguous situations.
- Experience working with Articulate, while leveraging instructional design and adult learning principles.
Are you an experienced training professional interested in an opportunity to help drive Amazon's flywheel and develop your A to Z business understanding?
Do you enjoy learning about different Amazon business types and new subsidiaries, and thinking creatively about brand new businesses that Amazon is inventing on behalf of customers?
The Global Accounts Receivable (AR) Academy Team is seeking a Training professional who is creative and passionate training professional to help achieve our vision to provide a world-class Learning experience to our global business partners in support of Amazon's journey to become Earth's most customer-centric company.
We love to offer our customers unique world-class experiences, and we invite you to help Amazon make history
Key job responsibilities
Work together with site's People & Development lead and Channel/ Sites Accounts Receivables leads to identify training needs and implement mechanisms to continuously assesses employee's needs for training
Develop and implement market/site specific training programs, including employee on-boarding and ongoing skills up-scaling programs for the Accounts Receivable business.
Plan, coordinate and deliver programs to enhance the knowledge and skills of AR employees in the site/channel assigned, including legislation, local country policies, vendor systems and applicable processes.
Responsible to ensure the proficiency of AR employees with policies, procedures, processes, standards, tools and systems at site level.
Conducting communication assessment of a trained new joiner's communication prowess towards overall 'License to Operate' before release of the analyst on to the floor.
Develop educational material, including presentations, job aids, webinars, online content, and coffee chats.
Support and coach operations managers with training techniques for ongoing employee development.
Facilitating on-boarding training to new AR Specialists.
Supporting trained new joiners, side-by-side in a Go-Live support environment to monitor live calls in a supported environment there by providing feedback, conducting refreshers, and discussing difficult scenarios for communication enhancement.
Inspire and influence the team positively - have a skill set to inspire analysts to implement coaching recommendations
Program managing SOP creation, revision, on-the-floor adherence and delivery of short capsules via Ops SMEs on identified gaps.
Identify communication gaps in both spoken and written English, and suggest/implement suitable development plans to bridge gap.
Design and implement communication skills modules (behavioral, grammar, soft skills etc.
for Voice and Non-Voice mediums) for new hires as well as existing employees.
Identify a regular monitoring process to check the effectiveness of training intervention.
Conduct audits to score associates on the communication in contacts, and develop a suitable proficiency scale and testing mechanism.
PREFERRED QUALIFICATIONS
- Strong project management experience on driving customer focused functional scale projects, across geos.
- Direct leadership and management experience, ideally with accountability for a training or consulting operation.
- Experience working with AR processes across LATAM.
- TTT Certified or equivalent facilitation certifications.
- Experience in handling global clientele.