Group description:
The Knowledge Management Team supports the global execution teams by designing training and communication materials that enable them to perform their daily jobs and increase their capabilities to provide a world class customer experience.
The team is responsible for:
• Developing training content that is standard, accurate, timely and consistently delivered in a method that supports Adult Learning Theory – policies and procedures (PnP), job aids, online modules, classroom-facilitated presentations
• Processing, prioritizing and assigning training and communications requests from the businesses we support
• Maintaining an online repository of training and communication materials
• Managing and maintaining a training roadmap for the businesses we support
• Conducting train-the-trainer sessions w/ local training resources
The work content for this role will be tailored based on the selected candidate's background / interests and will include some of the following:
• Liaise with Americas-based team members to learn Knowledge Management Team (KMT) practices and implement best practices in the APJ region
• Manage and support our strategy for translation that ensures consistent and standard delivery of training materials
• Partner w/ the local training resources to understand process/operational information, gain feedback about training needs at the local level, and support the effective delivery of KMT training materials
• Ensure that training products are technically accurate; proof documentation for consistency with regard to audience clarity, organization, readability and completeness
• Coordinate, lead or participate in cross-functional meetings to support proper world wide allocation of equipment, curriculum and training needs
• Manage all training materials, PnP, job aids, etc to ensure all materials are up-to-date, via periodical audits and sample checking
Qualifications
Tickets to Entry
· 4+ years training-related work experience
· Excellent English speaking and writing skills
· Ability to analyze data and recommend course design methodology and structure
· Must have excellent PowerPoint, Excel, and presentation skills
· Excellent verbal and written communication skills; ability to communicate clearly in both written and verbal formats
· Excellent organizational/time management skills
· Drive for results and ability to learn on the fly
· Ability to work effectively with all levels of the organization
· Ability to influence remotely and globally
· Proven ability to take initiative as appropriate without manager supervision
· Able to carry out activities under general direction, prescribed standards and guidelines
Specialties and Experience (any of the below is a plus, not all are required)
· Bachelors degree in related field
· Operational experience in Customer Care, Order Processing, Sales or related function
· Project Management and/or BPI certification
· Additional languages (Chinese, Japanese, Korean) a plus
Qualifications
Tickets to Entry
· 4+ years training-related work experience
· Excellent English speaking and writing skills
· Ability to analyze data and recommend course design methodology and structure
· Must have excellent PowerPoint, Excel, and presentation skills
· Excellent verbal and written communication skills; ability to communicate clearly in both written and verbal formats
· Excellent organizational/time management skills
· Drive for results and ability to learn on the fly
· Ability to work effectively with all levels of the organization
· Ability to influence remotely and globally
· Proven ability to take initiative as appropriate without manager supervision
· Able to carry out activities under general direction, prescribed standards and guidelines
Specialties and Experience (any of the below is a plus, not all are required)
· Bachelors degree in related field
· Operational experience in Customer Care, Order Processing, Sales or related function
· Project Management and/or BPI certification
· Additional languages (Chinese, Japanese, Korean) a plus
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