RTO Training and Process Lead at HCS Affiliates Group

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.

What you will do:


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




You have:


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