Kenya -Quality Assurance and Training Team Lead at Tala (formerly InVenture)

Tala is seeking an experienced trainer to deliver engaging and interacting training to adult learners and to continue building out content to further development and growth. Tala is a world leader in providing direct loans and financial services in emerging markets. We are a global team with diverse backgrounds who are singularly focused on using technology, data, and a customer-centric approach to meet the financial needs of the 2+ billion people of the emerging global middle class.

As the Learning and Development Team Lead, a key responsibility will be providing engaging and informative training to our Customer Experience ( CX ) and Recovery teams (CL ), both internal and external as they progress in their mission to delight our customers at scale. In this role, you will be responsible for providing content and facilitating training that includes everything from new hire training programs to that of professional development or leadership. You will partner with CX Leadership for best practices and institutional knowledge that you will then transform into training material and deliver to team members. You will also use data discovered through the QA process to develop content intended for the CX or CL teams. Additionally, you will document performance, engage in coaching and development conversations, and conduct performance management conversations throughout the course of training. Finally, you will develop corresponding reporting that reflects the impacts of training and team member performance.

We are seeking individuals who are inspired by our mission, embody our company values, and have a passion and commitment to delivering an outstanding customer experience. Great candidates will have experience leading operational teams and engaging in learning and development within Operations. In addition to your customer service background, you have a strong understanding of the financial services space, preferably in emerging markets. You can and will roll up your sleeves to solve problems: you have a deep sense of accountability for (and demonstrated experience delivering) results as well as the success and growth of your teams. Your teams and colleagues would describe you as an excellent communicator and presenter, adept at ensuring a large, varied audience understands material and can apply it to their role.

Responsibilities

• Deliver engaging training material to internal and external learners that includes new hire training as well as professional development courses.
• Build interactive training material that may be facilitated through in-classroom training or e-learning for both internal and external teams.
• Lead new hire training programs for both Customer Service and Collections teams; responsible for the overall on-boarding experience for new hires.
• Partner with and rely upon business partners to obtain best practices and institutional knowledge utilised in the Customer Service and Collections teams.
• Assist in the on-boarding training of external vendors for both Customer Experience and Collections teams.
• Monitor the effectiveness of the training.
• Track performance according to team specific metrics and have performance management conversations with team members.
• Prepare for training sessions by ensuring that materials have been prepared and logistical information has been communicated according to the training schedule.
• Lead the Quality Assurance team to identify gaps in knowledge and prioritise remedial training for internal and external teams.
• Coach and provide effective feedback to the members of the Quality Assurance team to improve skill and deepen knowledge.
• Measure post training performance to identify opportunities for improvement and achieving performance results.
• Form strong relationship with CX leadership team to prioritise training intended to improve overall performance

Required Qualifications

• Minimum 5 years of experience in training, financial operations management or relevant job related experience
• Strong presentation and communication skills
• Experience managing teams and experience in coaching for performance
• Knowledge of learning and development techniques, methods, and materials
• Knowledge and experience working in an Operations setting
• Proficient in Microsoft Office, especially PowerPoint and Excel skills
• Demonstrated ability to lead and drive change within teams
• Experience communicating with varied audiences: junior staff through executive
• Deep experience assessing and utilising operational and customer data to identify performance gaps, drive improvement, highlight opportunities for future growth, and make management decisions
• Advanced Excel, SQL, Looker or other business analytics tools; experience in data modeling or database configuration
• Ability to work independently and lead day-to-day projects, and also being a strong teammate while working with cross-functional partners
• Comfort with ambiguity, a rapidly changing environment, and communicating assumptions & risks of decisions
• Ability to present and influence leadership and be able to communicate complex ideas effectively

We strongly believe that inclusion fosters innovation and we're proud to have a diverse team with a wide variety of backgrounds and experiences. We focus on hiring talented people regardless of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.