EMEA Head of TTS Client Delivery Training Job in Dublin, Dublin Ireland
Citi, the leading global financial services company, does business in more than 100 countries, providing consumers, corporations, governments and institutions with a broad range of financial products and services. Our Markets Banking business is a global leader in banking, capital markets, and transaction services, with a presence in many countries dating back more than 100 years. Citi enables clients to achieve their strategic financial objectives by providing them with cutting-edge ideas, best-in-class products and solutions, and unparalleled access to capital and liquidity.
Citi is an equal opportunities employer
Job Purpose:
The Head of Client Delivery training is responsible for the strategic direction and management of all aspects of training delivery to both internal employees and our clients.
This person will be responsible for enhancing the development and delivery of internal training for both new and existing hires across all functions within Client Delivery, ensuring training curriculums are in place, and always focusing on efficiency and quality. It will be required to assess the ongoing needs of all functions to ensure adequate and timely training is provided in order to operate at the highest standard.
It will be a requirement to develop a dynamic client training segmentation model across the region utilising the most efficient methods of delivery including innovative online capabilities. Consistent measurement of client query trends should drive the ongoing development of all training content.
Working with internal partners to ensure that employees are up-skilled on new products and enhancements and relevant client facing training is developed in a timely manner.
It is expected that the role holder will leverage best practices from within the organisation and also external influences to ensure that Client Delivery provides best in class training to both employees and clients that continuously improve the services we provide.
Job Background/context:
Client Delivery is a multi-functional division consisting of Implementations, Electronic Banking and Client Services teams. We are very focused on providing our employees with the opportunities to develop and grow and be prepared to provide our clients with high levels of service across all functions and geographies. Our key resource is our people who work for us, and developing them is critical to our success and to maintain client satisfaction.
Knowledge is power, and by using the information at our disposal, we have an opportunity to target client query trends through the delivery of specific training to the users of our products. Creating a metrics focused training development strategy will ensure that Client Delivery increase both the efficiency of our clients as well as our employees.
The common denominators across all functions within Client Delivery are our products, people and clients. If we ensure that our employees and clients know and understand our products to the highest standard we will realise tangible benefits.
Key Responsibilities:
- Build key strategic partnerships to identify the training needs across Client Delivery to form the basis of training curriculums for each function including assessment and certification. Ensure this is a continuous process so that the training being delivered is relevant, timely and in line with business needs.
- Drive the training agenda across the EMEA region and apply a consistent approach taking cultural differences into account.
- Utilise the most efficient delivery methods, in particular online sessions, to increase the flexibility and efficiency of new hire training to bring employees online as soon as possible to experience on the job training.
- Lead the team to ensure the delivery of creative solutions and to measure the effectiveness of training.
- Understand the development pipeline for products and enhancements, and ensure that Citi staff are ready and client facing training is developed in line with release schedules.
- Understand the client service interaction drivers and develop training in order to reduce volumes and measure accordingly.
- Develop a consistent approach to client training based on intelligent segmentation, identifying opportunities for self service and re-engineering.
- Consolidate and ensure consistency across the existing Client Service Academy and TTS Institute offerings and investigate internal options for new developments, therefore reducing the cost, improving the turnaround times and reducing the dependency on external vendors.
- Ensure adequate expense management is applied to all training delivery across the region.
- Translate vision and strategy into clear actionable goals for the team.
Development Value:
- To play a pivotal role in positioning Client Delivery for strategic success
- To drive the development of employees across various disciplines
- To gain valuable experience of running a dynamic training unit
Knowledge/Experience:
- Experience of understanding effective methods of delivering training to various levels within an organisation.
- Proven track record of innovation and implementing process improvements.
- Understanding of the corporate treasury environment is a benefit.
- Good knowledge of learning and development principles including familiarity with instructional design, adult learning and technology based learning.
- Third-level qualifications in a relevant industry discipline e.g. Financial Services.
Skills Competencies:
- Excellent strategic and influencing skills with senior leaders. Builds collaborative relationships with the business and other support functions
- Strong leadership and client engagement skills
- Excellent communications skills both verbal and written, articulate, fluent and confident delivering to large audiences
- Ability to lead large scale change in a fast-paced and matrixed environment
- Advanced Powerpoint and Word skills
- Valuing Diversity: Demonstrates an appreciation of a diverse workforce. Appreciates differences in style or perspective and uses differences to add value to decisions or actions and organisational success.
Exceptional candidates who do not meet these criteria may be considered for the role provided they have the necessary skills and experience. Candidates who do not meet the certification requirement and other required qualifications must demonstrate willingness to complete required assessments successfully within a specified time period.
