HGS is a global provider of technology, AI, and business services that helps organizations transform with confidence. At HGS, we combine technology, AI, and human expertise to deliver Intelligent Experiences that drive growth and transformation. Our strong foundation in CX enables us to create impactful solutions across industries. Through our Realized AI approach, we deliver practical innovation with measurable outcomes. Part of the multi-billion-dollar Hinduja Group, HGS takes a “globally local” approach with 18,000+ employees across 10 countries and 30 delivery centers.”

Role Purpose

To improve the efficiency and effectiveness of our Service Delivery Team by:

• Being responsible for the end-to-end learning lifecycle—from onboarding new hires to auditing live interaction cases and identifying where the team needs additional upskilling and training.

• Ensuring all members of the Service Delivery Team are sufficiently skilled and knowledgeable about Temple & Webster's products and processes.

• Improving the knowledge and expertise of Team Leaders and Agents.

• Applying lean methods to process and training improvements.

• Facilitating the implementation of new processes.

The primary responsibilities of the role include, but are not limited to, the following:

1. Training: Design, Delivery & Development

Onboarding

• Lead the entire onboarding process from recruitment endorsement through to production.

• Ensure all recruits understand the company culture and are knowledgeable about our products and process workflows.

• Deliver an engaging and effective onboarding experience for all new hires at Temple & Webster.

• Deliver consistent and effective training sessions for Team Leaders and Agents.

Curriculum Development

• Create and update training content to align with evolving Service Delivery Team strategies.

• Customise training programs to cater to specific Service Delivery roles and responsibilities.

• Create and maintain training materials, including manuals, presentations, videos, and e-learning modules.

• Create an engaging and nurturing learning environment for all types of learners, whether training is delivered face-to-face or online.

Continuous Improvement

• Facilitate upskilling sessions for tenured staff when new products or processes are launched.

• Create effective training modules, timelines, and approaches that adequately prepare members of the Service Delivery Team to manage workloads across all teams, channels, mediums, and the production floor.

Training Performance Assessment

• Identify areas for improvement and make necessary adjustments to training materials and methods.

• Monitor trainee progress and provide ongoing support to ensure successful service delivery outcomes.

• Complete Training Evaluation Forms for sessions and trainers, and provide results to the relevant Team Leaders.

2. Quality Audit & Compliance

Transaction Monitoring

• Conduct both random and targeted audits of support across all channels, teams, and departments within Service Delivery to ensure they meet the Quality Standards Framework.

Trend Analysis

• Identify recurring errors or knowledge gaps across the team and work with leadership to address them.

Calibration

• Lead and participate in calibration sessions with Team Leaders to ensure everyone is grading performance against the same standards.

3. Process Improvement & Communication

• Collaborate with Service Delivery Managers, Customer Care Managers, and stakeholders to identify process gaps and bottlenecks.

• Provide insights and recommendations for improved ways of working within Service Delivery workflows, tools, and procedures based on training feedback and observations.

• Support the Quality Assurance Team, Knowledge Management Team, and Team Leaders by providing feedback and identifying opportunities to continually improve the quality of the training program for greater effectiveness and accelerated skills development.

• Work closely with the Knowledge Management Team to improve the information available in the Knowledge Base.

• Work with Quality Assurance and Team Leaders on reporting the performance and quality of training activities.

• Support Quality Assurance and Team Leaders in identifying opportunities for more effective coaching tools that improve the embedding and retention of knowledge following classroom training sessions.

4. Documentation & Service Knowledge

• Maintain comprehensive training and quality audit records, including attendance, assessments, and performance evaluations.

• Create reports and summaries to track the impact of training and Quality Management (QM) audits on service delivery outcomes.

• Stay abreast of advancements in training techniques and adult learning theories.

Experience & Qualifications

Required

• Strong written and oral communication skills.

• Strong understanding of current processes and procedures within Customer Care.

• Strong time management and organisational skills.

• Strong critical-thinking skills.

• High leadership skills.

• High adaptability.

• High enthusiasm for learning.

• High levels of energy.

• Proficiency in creating training materials and using e-learning platforms.

• Analytical skills to assess training effectiveness and make data-driven recommendations.

• Ability to work independently and collaboratively in a team environment.

• Excellent communication, presentation, and facilitation skills.

Desired

• Previous experience in a trainer role.

• Strong technology skills.

• Advanced research skills.

Other Critical Success Factors

Other critical success factors for this role include the ability to:

• Think outside the box.

• Maintain a positive attitude.

• Remain flexible in daily responsibilities.

• Conduct oneself professionally at all times.

Contribution to the Business

It is expected that you will also make a contribution to:

• Cultural, social, and behavioural standards within the business through leadership by example (i.e., "Walk the Talk").

• Any other responsibilities or duties as required by the Group.

Naturally, there is also an expectation that you will bring good humour and a strong sense of personal style!

HGS is an equal opportunity employer committed to fostering diversity, equity, and inclusion. We do not discriminate based on race, ethnicity, religion, gender, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law. We believe a diverse workforce drives innovation and helps us better understand and serve our global customers and communities.