Creates and executes the strategy and delivery plan for the development of all leaders including high potential employeesSupports the organization's Talent Review, Succession Planning and Continuous Development by developing programs that narrow competency gapsProvides coaching and mentoring to our leadersEvaluates, and monitors the performance and quality standards of LeadersManages resources and schedules for delivery of all programs and projectsOversees and manages the internal development of leaders and high potential employeesPerforms training needs analysisTracks course feedback for relevance and impact. Makes recommendations to Manager on changes to existing programs or development of new coursesCollaborates and coordinates with other training department staff or external resources to conduct training on specific subject mattersEnsures Training Evaluation is conducted for every training doneInteracts with Leaders throughout the organization to assess impact and needs

Provides coaching and mentoring to Trainers.Evaluates and monitors the quality of the performance of the Trainers.Delegates tasks to deliver training needs by Operations and other support teams.Assists / Performs training needs analysis.Coordinates with clients and various internal departments to fix employee access requests and issues, which paved the way for the Training Team to become the go-to team by Operations and other support teams for any access concerns

Facilitated new hire and upskill classes for billing and sales.Coached nesting consultants to help identify their opportunities for development and created action plans to achieve their goals.Attended meetings and workshops facilitated by the Company or the client to help enhance the quality of training.Reviewed existing course curriculum and providing revisions and updates for continuous improvement Conducted training needs analysis, research and training initiatives to strengthen the skill set of employees.Performed audits for trainer deliverables such as training packet maintenance, call monitoring and coaching compliance, and training effectivity monitoring.Provided mentoring and coaching to new trainersDeveloped the skills of fellow trainers by providing Train the Trainer sessions for basic and advanced Microsoft Office toolsValidated applicants to determine their qualification for an agent position