Onboarding And Visa Corporate Trainer

At Ten our goal is simple, to become the most trusted service business in the world.

We are already the global market leader for lifestyle management and concierge services, providing services from a strong global office network with over one thousand employees.

We deliver our service through a combination of Ten’s proprietary, unique technology-enabled platform and the expertise of our highly trained lifestyle managers. Ten is growing quickly and has ambitious plans to innovate and to keep inspiring and to continue to improve the lives of millions of members. Will you help take us there?

As Onboarding and Corporate Trainer your role will be to ensure that all new starters have an exciting introduction to their role and fully engaged in the business within first two weeks at Ten. You will ensure a smooth transition from their initial on-boarding into their team environment by coaching and mentoring new starters as necessary. You will liaise with the travel trainer, Amadeus trainer to ensure that each individual’s specific training requirements are being catered and that all sessions in weeks 3-12 are scheduled/booked. Once all specialty trainings are complete, then you will begin the corporate scheme training. You will drive Ten’s service standards through exemplary training, and become a champion for best practice and constant improvement. You will work alongside the training and management teams to ensure we provide inspiring training and set our teams up for success.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. The priority for this role is to train all new hires and existing Lifestyle Managers on Tens processes and procedures in North America.

You will work closely with the global Training and Development team in order to align trainings globally and within the sub-region of NAM.

Job Duties & Responsibilities

• Create printed schedule for each on-boarding training ensuring specialist trainers are invited, rooms are booked, and materials are ready
• Plan and facilitate delivery of specialist and corporate program training in weeks 3-12
• Join team huddles for topic refreshers
• Deliver the on-boarding training program: ensuring dynamic first two weeks, sensible spread of information, timing of sessions and set ample time for practical learning
• Maintain training record and manage certification process for each specialism and program
• Provide support to Team Managers by coaching new starters when they join their teams after training
• Complete a hand-over of new starters to Team Managers and provide full learning notes on each new starter, and share feedback with Training Team and other managers where appropriate
• Coordinate relevant specialists and corporate trainers to deliver sessions
• Work with Team Mangers to determine what specialist or program training is required for each new starter prior to on-boarding training
• Identify opportunities and work with partners from teams such as operations, training, proposition and client services to drive service improvements (5%)
• Support Training and Coaching
• Collaborate with all areas of the business in gathering trends and design solutions, ensuring contribution to the ongoing development of the program to suit business requirements in the US market
• Maintain training records and communicate training outcomes to stakeholders
• Work with global T&D on new training and coaching techniques
• Keep up to date records of coaching, including successes and challenges and communicate to line manager on a monthly basis
• Assist in providing corporate and specialist training required to each new starter or existing LM
• Coach TM’s/LM’s on client requirements for service improvement
• Deliver on-boarding training to new starters aligned with the global and US specific on-boarding programs
• Offer scheduled coaching time every month that new starters and team leaders can request
• Deliver complaint and feedback-related training, especially to new starters
• Assist in providing client service and client operational trainings where needed. Examples are but not limited to: MOD, TM and career development, etc
• Construct 30/60/90 day refresher training to help support quality
• Coach and mentor new starters across all teams
• Introduce new people to teams during their training and facilitate team bonding activities such as shadowing, lunches, and outside excursions

i. Ongoing, weekly specialist team huddles for specific updates on process, procedures and program specifics

• Identify opportunities and work with partners from teams such as operations, training, proposition and client services to drive service improvements
• Liaise with the operations teams to determine program training required for existing team members and new starters prior to onboarding
• Work with the service delivery teams to put solutions in place
• Where appropriate, lead on projects that improve the service across teams and schemes
• Partners with teams such as operations, training, proposition and client services to roll-out service improvement changes identified by Bank, as mutually agreed by Parties
• Attend train the trainer and regular refresher sessions to build and maintain your knowledge of corporate programs and specialist best practice
• Seek to prioritizes the issues that will make the biggest improvements to service quality that will result in improvements to the core metrics noted in the job summary section
• Deliver training with a focus on practical learning, running group role-plays and test calls based on real-life scenarios if needed
• Contribute to a monthly forum with Operations Manager and key stakeholders (would include client services, operational TM, Training) to identify and understand opportunities to improve (trends) within the business
• Assist in creating new coaching techniques and programs to drive improvements
• Assess the success of changes made through targeted quality audits
• Report back to the business on your areas of responsibility and contribute to the ongoing review and documentation of best practice business processes and standards

Requirements

• Bachelor’s degree or an equivalent combination of education and experience· Comprehensive knowledge of corporate programs· Consistent passing quality score for 6 months (85% overall)
• Language requirement both proficiency in local language (English and possible Spanish) both written and spoken