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 strives to provide our customers with a world-class experience. To help us do that, we are seeking a highly skilled Training 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 training strategy aligned with business goals Own the end-to-end training framework up to and including onboarding, continuous learning and upskilling. Continuously evolve training approaches based on 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 alignment between training, quality benchmarks, 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 regular performance reviews and provide structured feedback Build team capability and ensure continuous upskilling of Trainers Performance & Impact Management Define and track training effectiveness metrics (e.g, post-training performance, quality scores) Analyze training impact on business performance and identify improvement areas Partner with Quality and Operations to close performance gaps through targeted training interventions Stakeholder Management & Alignment Act as the primary point of contact for all training-related initiatives Collaborate with Operations, Quality, and other stakeholders to identify training needs Align training priorities with business objectives and operational changes Provide regular updates and insights to leadership Planning & Execution Oversight Own training plans, schedules, and resource allocation Ensure timely delivery of all training programs (new hires, refreshers, upskilling) Manage training capacity in line with hiring plans and business demand Process Improvement & Innovation Identify gaps in training and operational processes and drive improvements Introduce new training methodologies Ensure training processes are efficient, scalable, and aligned with best practices You have: Strong strategic thinking with the ability to translate business goals into effective training frameworks Advanced analytical skills with experience using data to drive training decisions and measure impact Proven ability to lead, coach, and develop high-performing training teams Experience managing multiple training 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 at least 6 months related experience