Role/Job purpose
The CS Training Lead provides strategic leadership and oversight to the regional CS Training team, ensuring the delivery of effective learning and development initiatives that support business objectives and foster employee growth. This role manages the performance of the CS Training team, guiding and directing them to meet organisational goals.
The CS Training Lead coordinates team activities, manages workloads, and aligns efforts with Servicing Operations teams’ priorities. This role also fosters a positive and motivating work environment, encouraging collaboration and professional development among team members, and works closely with stakeholders to identify and capitalise on growth & scalability opportunities.
The Customer Support Training Lead will lead the APAC Customer Support Training Team, based in Singapore.
Responsibilities
As a Customer Support Training Lead at Wise, you'll be at the forefront of revolutionising our training operations. You'll lead a team of training specialists, guiding them to fulfil operational and training project tasks by applying the core skills across four leadership pillars - LEAD, DELIVER, DEVELOP and NURTURE.
LEAD:
Define the direction and empower your team towards shared goals in a fast-paced environment.
Act as a bridge between training specialists and senior leadership, ensuring clear communication and alignment with Wise's mission.
Create a positive work environment through mentorship, coaching, and recognition.
DELIVER:
Make data-driven decisions to maximise impact for our customers.
Ensure the team meets KPIs and adheres to project timelines.
Foster clear communication between leadership, the team, and stakeholders.
DEVELOP:
Facilitate ongoing development through knowledge sharing and feedback.
Set growth targets and encourage personal development plans for team members.
Maintain comprehensive understanding of training programs and processes.
NURTURE:
Cultivate an inclusive work environment based on Wise values.
Demonstrate emotional intelligence in navigating team dynamics and conflicts.
Promote work-life balance to prevent burnout while ensuring productivity.
Ensure smooth training operations and effective team management.
Connect team expectations with overall mission/goals through transparent communication.
Build relationships across functions and represent the training team to senior partners.
Support team members with coaching, mentoring, and assistance as needed.
