上海招聘

Job Title: Senior Merchant Sales Trainer
Reporting to: Global Lead Trainer


General Summary

The Senior Merchant Sales Trainer will be responsible for supporting training strategies to improve employee performance in the Merchant Services department through analysis and design, selection and implementation of appropriate interventions.

The Senior Trainer will also be responsible for driving all aspects of Merchant Services training and should work closely with internal support functions and fellow trainers globally to keep abreast of product and process changes and impacts to the end user.

Any department specific project management will be supported by the Senior Trainer and subsequent status reporting.

Core Responsibilities
? Developing and delivering sales training to new and existing members of the Merchant Services team which supports them in achieving excellent performance in their roles.
? Drive overall quality improvements within Merchant Services training by setting the benchmark & ensuring best practices in Training tools and techniques are adhered to at all times.
? Focus efforts on discovering department business issues or needs, allocating resources, agreeing on a plan of action, and reaching consensus on desired outcomes.

Training
? Conduct formal and informal Training Needs Analysis, anticipating future training demands & develop plans accordingly to meet the needs of the business.
? Partners with stakeholders to understand their business training needs and provide consultation and advise on the recommended training solutions.
? Design and deliver specialized training to existing staff as needed or when the product is updated, in addition, one-off training sessions and workshops revolving around the Payments Industry & Customer Relationship Management which supports the employees in achieving excellent performance in their roles.
? Conduct regular reviews of the impact and effectiveness of all training undertaken, developing tools for monitoring training and evaluation as appropriate.
? Design and deliver specialized training to existing staff as needed or when the product is updated, in addition, one-off training sessions and workshops revolving around Selling Skill, Payments Industry & Customer Relationship Management.
? Specializes in the delivery of senior teammate training and soft skill delivery
? Ensure all training data is collected and updated and up to date statistics are available to the management team.
? Proactively manage and own the operational tasks of the training service for the department.




Process & Knowledge Improvement Support
? Proactively work with Department Management team, analyzing Quality, CSAT results & findings to highlight customer and agent pain points, providing additional learning interventions on product and tools that can improve Department KPIs.
? Collaborates with local and global training team in supporting key business initiatives
? Fully support the quality process identifying training or knowledge shortfalls partnering with Supervisors to develop effective solutions to enhance employee performance.
? Seek feedback, trends and insights from team as a method of improving process and procedures and feedback through appropriate channels.
? Works in partnership with the curriculum design team to audit training materials for consistency and relevance
? Continually benchmark PayPal training requirements against external financial industry standards.
? Project plan all local departmental initiatives and document status reports.
? Take part in regular product roadmap specification review sessions and proactively highlight potential areas of negative impact to our agent’s ability to service our customers.
? Supports their Lead Trainer with the onboarding of new trainers in the team
? Continually foster a positive, cooperative attitude to all employees based on eBay behaviors.

Job Qualifications

Experience Required
? Bachelor Degree or equivalent.
? 4+ years of Sales/Account Management training experience with strong coaching and developing people skills.
? Proven track record of sales, account management training design and delivery.
? Strong experience in the management of projects.
? Proven track record in achieving strong results as well as continually displaying initiative to take on additional responsibilities towards professional growth.

Knowledge, Skills and Abilities
? Strong exposure of Adult Learning theory and facilitative Sales/Account Management training.
? Background in Inside Sales or Consultative Sales will be of benefit
? Experience working in a regulated compliance environment for credit card or payment processing industry would be a distinct advantage.
? Management Skills: Ability to Lead, direct and motivate others.
? Strong negotiating, influencing and facilitation skills.
? Ability to learn and adapt to new software and technologies.
? Good planning, organizational and reporting skills are essential.
? The ability to work under pressure, prioritizes workflow, meets targets and escalates when appropriate.
? Ability to work effectively in a matrix environment and manage multiple stakeholders.
? Demonstrate ability as a team player, with an ability to motivate others.
? Fluency is any European language will be an added advantage.


Additional Requirements
? Ability to work flexible hours and/or overtime as business needs dictates.
? This position may require some travel from time to time.

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 *******************