上海招聘

General Summary:

Global Operations Training is responsible for delivering industry leading training to enable teammates to realize their full potential and to deliver a first class customer experience. The team designs and delivers training curriculums for all teammates within Global Operations across the in-house and outsourced teams. Global Training continuously partners with the Global Operations teams to ensure that training is aligned to deliver on all of the business priorities. Team members must have superior communication skills, an excellent knowledge of the PayPal product and the Payments Industry as well as knowledge of the core competencies to be an effective trainer. All team members should have a sound working knowledge of Ops contact types, teammate needs and product/process. All levels should have exceptional training and facilitation skills.

Summary:

The Lead Trainer will be responsible for leading interventions to improve employee performance in the APAC Risk Ops Department through analysis and design, selection and implementation of appropriate interventions. This person will be responsible for the day to day supervision of a team of trainers who are responsible for the delivery of a range of training interventions and learning solutions. Trainers will also be responsible for the content development and delivery of new hire training and developing specialized training programs for existing staff. The Lead Trainer will be responsible for driving all aspects of Product training and should work closely with Team Leaders, Group Leaders and supporting groups to keep abreast of product changes and impacts to users. The person also will need to quickly gain credibility across the organization and with the senior management team. He/She must be able to motivate and guide people through change and help navigate business issues.

Primary Responsibilities

· Proactively works with the business to identify opportunities to improve the customer experience

· Manages the key business stakeholders

· Fully identifies priorities in partnership with the business and agrees the local training roadmaps

· Builds robust plans with Senior Trainers and Training Specialists to determine the training roadmaps

· Influences business stakeholders to prioritise their training needs based on business drivers and top priorities

· Selects and implements appropriate data gathering techniques to verify learner needs

· Manages training resources to deliver on the local roadmap

· Coaches and develops trainers on their team

· Develops and delivers training to new and existing members of the team to support them in achieving excellence in their roles

· Audits and rates training programs and trainer performance on a regular basis

· Reviews and signs off all training materials submitted by trainers

· Delivers training as required to the business areas that they support

· Delivers exempt level training

· Designs training programs based on the business objectives and aligns them to KPIs

· Delivers soft skills and behavioral training programs as required

· Leads key business initiatives

· Proactively communicates the key accomplishments and challenges to the business on a regular basis

· Produces training dashboard for the business

· Works with mentors/ICA to ensure smooth processes and initiates improvements

· Partners with WFM to schedule training when appropriate

· Takes the lead on local and global training projects

· Travels to deliver training as required

Knowledge Skills and Abilities:

· Strong people management skills especially in dealing with changes and ambiguity

· Excellent communication and stakeholder engagement skills

· Good planning, organizational and reporting skills are essential

· The ability to work under pressure, prioritise workflow, meet targets and escalate when appropriate

· Customer focus

· Drive for results

Job Requirements

Qualifications:

· BS/BA degree in related field required.

· People manager experience (managing a team over 5 people) for at least 2 years

Experience:

· Candidates must demonstrate proven experience and success in training needs analysis, design, delivery & assessment.

· Previous experience of risk management programs and regulatory obligations is essential

· Project Management experience valued

· Experience using Microsoft Office products including: Excel, Word, Outlook, Visio, and PowerPoint.

· Experience with Adobe Captivate and e learning tools would be a plus

· Candidates must have a proven track record in achieving strong results as well as continually displaying initiative to take on additional responsibilities towards professional growth

· Ability to handle multiple projects under pressure

· Must be a team player with an ability to lead a team and motivate others

· Ability to maintain highly confidential information

· Excellent communication, facilitation and interpersonal skills

Additional Requirements:

· Ability to work flexible hours as business need dictates

· This position could require travel to other PayPal sites globally

· A second language would be a plus

eBay (NASDAQ: EBAY) is the world’s most vibrant marketplace for discovering great value and unique selection. eBay connects millions of buyers and sellers around the globe, empowering people and creating opportunity through Connected Commerce. Our vision for commerce is one that is enabled by people, powered by technology and open to everyone. We partner but never compete with our sellers and create stronger connections between buyers and sellers with product experiences that are fast, mobile and secure. As we celebrate our 20th anniversary, we're just as passionate today about connecting buyers and sellers as when we founded the company in 1995. For more information, visit *******************