The purpose of the Operations Trainer role is to deliver product and technical training into assigned operational business units.
The role is split into key focus areas, namely :
New starter training the delivery of product and technical training to new starters as part of the on-boarding experience into the business.
Refresher training product and technical refresher training, including up-skilling and cross-skilling.
Assessments carrying out product and technical skills assessments following the delivery of training.
Administration maintaining accurate records for compliance and reporting purposes.
Key Result Areas : 1. Training Delivery
1. Training Delivery
Conduct new starter training as well as refresher, up-skilling and cross skilling training.
Training delivered is practical and in-line with workplace requirements.
Assessments must be completed for all training events
Remedial support must be provided to all delegates prior to re-assessment.
Capture learner records in line with WNS
Complete Annual Training Reports;
Complete delegate attendance registers;
Update operational skills matrix.
Follow the Handover process
Maintain Training Standard document
Matric / Grade 12 Certificate
A relevant higher national certificate or diploma in training and development
Minimum 2-3 years’ experience in the operational environment
Computer literacy (MS Office) at an intermediate to advanced level - particularly MS Excel and MS Word.
Training, coaching and / or mentoring experience
Behavioral Traits Required (These are behaviors that differentiate the Good from the Great at WNS)
Strong customer service orientation
The ability to :
o learn, understand and master new information and multiple processes quickly
o deal with complexity
o Communicate effectively
o take ownership and deliver results
A professional approach
Effective emotional intelligence (EQ)
Job-Related Knowledge, Competencies & Skills Required
High proficiency in delivering impact training and facilitation
Strong planning, organizing and time management skills
High proficiency in verbal & written English
Strong communication and interpersonal skills
High attention to detail and accuracy
Exceptional administrative skills
The ability to :
o Work within a team
o Communicate complex subjects clearly
Basic content development skills
Other Specific Requirements
Must be able to travel between sites within allocated region as and when required
Afternoon and night shifts Monday to Sunday (rotational shifts)