Shared Services Trainer

The Shared Services Trainer & Curriculum Writer is responsible for designing, developing, and delivering high impact training programs that support a broad range of shared services processes. This role blends facilitation expertise with instructional design capability to ensure employees gain the knowledge, skills, and confidence required to perform effectively in a dynamic, multi process shared services environment.

Training Delivery
* Facilitate onboarding, process, systems, and soft skills training for new hires and existing employees across Shared Services.
* Deliver training through classroom, virtual, blended, and on the job formats.
* Adapt delivery style to diverse learner groups and evolving process needs.
* Ensure training sessions are engaging, accurate, and aligned with business priorities and customer success outcomes.
Curriculum & Content Development
* Design and update learning materials including Standard Operating Procedures, e learning modules, facilitator guides, assessments, simulations, and job aids.
* Build scalable curriculum frameworks that support Shared Services operations.
* Partner with SMEs, process owners, and quality teams to validate content accuracy and ensure alignment with service level expectations.
* Incorporate adult learning principles, scenario based learning, and modern instructional design practices.
* Leverage AI powered tools to rapidly create, refine, and scale training curriculum, micro learning modules, and performance support resources.
* Use AI solutions to accelerate content updates, automate knowledge extraction, and generate learning assets that improve speed to competency across teams.
Performance Evaluation
* Assess learner proficiency through quizzes, role plays, simulations, and knowledge checks.
* Provide actionable feedback to learners to strengthen performance and confidence.
* Identify skill gaps and recommend targeted coaching or refresher training.
* Support certification programs for process readiness, compliance, and customer success alignment.
Process, Quality & Compliance
* Ensure trainees understand and adhere to organizational policies, data privacy standards, and regulatory requirements relevant to Shared Services.
* Stay updated on process changes, system enhancements, and compliance updates; translate them into training interventions.
* Maintain version control and documentation accuracy for all training materials.
Reporting & Documentation
* Maintain training attendance, evaluation results, and learner progress reports.
* Track completion, certification, and readiness metrics across Shared Services teams.
* Provide training insights and recommendations during business reviews, calibrations, and customer success reviews.
Continuous Improvement
* Identify process gaps, training opportunities, and workflow inefficiencies through observations and feedback loops.
* Collaborate with Operations, Quality, and Customer Success teams to enhance performance support tools and learning pathways.
* Contribute to a learning culture through micro learning, knowledge sharing sessions, and continuous enablement initiatives
Additional Duties and Functions as assigned

Required Education and Experience:
Bachelor's degree or equivalent experience.
Minimum five years of progressive experience as a Trainer, Instructional Designer, Quality Analyst, or SME in Shared Services or BPO environments preferred.
Minimum of five years proficiency in MS Office, LMS platforms, virtual training tools, and AI enabled learning technologies.
Experience designing curriculum or learning programs is a strong advantage.

Required Skills and Abilities:
Exceptional communication, facilitation, and presentation skills. Able to communicate at all levels (stakeholder collaboration) and be comfortable presenting training and training data/results as well as coach and provide constructive feedback.
Ability to manage time as well as projects related to training including documentation and reporting.
Strong instructional design capability with attention to detail with a continuous improvement mindset.
Ability to manage diverse learner groups and multi process training schedules.
Analytical and problem solving skills with a focus on learner performance and process accuracy.
Ability to quickly learn and adapt to evolving processes and systems.

Physical Requirements:
Ability to sit, stand, walk, etc., for office environment; ability to be present and shadow staff to identify training needs.

Work Environment:
This is an in office role; not hybrid.