Financial Support Training Manager

4 weeks ago


مصر, Egypt HSBC Full time

**Business: Global Payments Solutions**

**Open positions: 1**

**Role Title**:Financial Support Training Manager -** **Global Payments Solutions**

**Global Career Band: 6**

**Location **_(Country / City)_**: Egypt/Cairo**

**Recruiter Name: Nada Samhan**

**Why join us**

An FST Learning Delivery Manager is responsible for the delivery of training within the CMB Financial Support Team (FST). The training will typically be complex in nature, skills based and will cover all media of learning (mainly instructor led). The FST Learning Delivery Manager will be responsible for (but not limited to) interpreting the training guidelines/instructor notes to deliver learning befit for the audience (across multiple grades). The FST Learning Delivery Manager will be expected to adjust and respond to audience needs in an independent manner and have the ability to manage large groups of individuals through the delivery stage of the training cycle. The Learning Delivery Manager is responsible for managing feedback and upwards escalation and suggestions for improvements of learning assets. The Learning Delivery Manager (through the training delivery) is ultimately responsible for the on-going development of FST Financial Support Managers and the delivery of fair outcomes to customers experiencing financial difficulty. The Learning Delivery Manager will be a mentor and coach and will provide expertise to the Operational teams to continually develop and professionalise team members within FST.

**The Opportunity**:
**Role Context;**
- Engaging with Customers/Stakeholders/Colleagues
- Working in a Dynamic Environment
- Working Responsibly
- Understanding the External Marketplace
- Customer centricity
- Managing Business Information

**What you’ll do**:
**Role Responsibilities**:
**Customers / Stakeholders**

A Learning Delivery Manager is a credible professional, able to meet the skill and delivery needs of the FST team in order to deliver appropriate and sustainable outcomes for our customers.

The role of Learning Delivery Manager is responsible for; (not exhaustive)
- Working with stakeholders/team members to ensure Learning solutions best meet the needs of our customers and HSBC. This could be through the development of strong call skills that focus on achieving fair customer outcomes or by enhancing systemic and technical capability, management development opportunities and coaching gaps.
- By working with stakeholders/team members to further diagnose Learning gaps in the quality of customer interactions (training courses) and implementing improvement plans to capitalise on that opportunity to enhance performance.
- By working with the wider FST department to improve capabilities of FST through education, coaching and training sessions and refreshers.

**Leadership & Teamwork**

A Learning Delivery Manager is responsible for the execution of specific training delivery based on Learning Needs Analysis/ Training requests and Design completed. The incumbent is responsible for ensuring the delivery/learning needs are met based on the brief. Ultimately the Learning Delivery Manager is responsible for delivering learning that develops capabilities in the broader FST team by;
- Being skilled in the latest learning technology and media by being up-to-date in the latest training methodology and market practices.
- Communicating in a clear and succinct manner through the training delivery to ensure the training “will land” and meet performance expectations (through feedback and training observations)
- Demonstrating a concern for the needs and expectations of our customers.
- Support an environment that cultivates diversity and engenders innovation.

**Operational Effectiveness & Control**

To ensure their team meet the behaviour standards for quality, efficiency and effectiveness.

To adhere to all regulatory requirements and FST Operations policies and procedures within Training Delivery. Coaching/Training team members team where needed to ensure compliance related matters and guidelines are embedded in Learning material and are aligned to all FST processes and procedures.

To be vigilant in the identification and control of risks. Collaboratively working across the operation to escalate/report/resolve issues, suspicious activity or lapses of controls observed.

Requirements

**What you will need to succeed in the role**

**Skills**
- Fluent in English.
- Excellent communication skills - both verbal and written.
- Strong computer skills e.g. excel, powepoint.
- Training qualification desirable (but not essential)
- Experience in working in a learning environment where innovation and creativity is key.
- Ability to delivermaterial eithe rface to face, or virtually when needed
- Experience in the delivery of learning activity in classroom environment, coaching individuals and group facilitation to a wide range of stakeholders (multiple grades)
- Experience in working with a broad range of stakeholders.
- Experience working


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