Learning Experience Lead - Payment Operations

As the Learning Experience Lead for Payment Operations, you are the leader and master facilitator responsible for the execution of world-class training for Wise's global payment engine.

Your mandate is to build and lead a high-performing team of Learning & Experience Specialists who are experts in both facilitation and our core operational processes.

This is a player-coach role where you will set the standard for delivery excellence, manage the end-to-end execution of our training programs, and coach your team to become masters of their craft.

You will be the force that ensures learning is a practical, effective, and hands-on part of the Payment Operations employee journey.

Delivery/Operations Related Roles & Responsibilities:

• Training Execution & Planning: Own the training delivery roadmap for Payment Operations. Translate the department's learning strategy into a concrete delivery schedule, managing all logistics, resources, and communications to ensure success and set clear half-year objectives for the team.
• Facilitation Excellence: Champion and uphold the standard for world-class training delivery. Ensure your team possesses deep subject matter expertise and can facilitate engaging, impactful sessions for a technical audience.
• Data-Driven Delivery: Champion the use of analytics to measure training effectiveness (satisfaction, knowledge retention, on-the-job application) and drive the continuous improvement of all training programs. Actual KPIs to be communicated by your Leader.
• Program & Logistics Management: Oversee the entire portfolio of training activities, from new hire onboarding to up-skilling programs. You will be responsible for all scheduling, resource planning, and execution to ensure a seamless learner experience.
• Impact Measurement: Define and track key metrics (e.g., new hire ramp-up time, proficiency gains, on-the-job application) and report on the effectiveness of all training delivery initiatives to business leaders.
• Stakeholder Management: Build and own the relationships with key leaders and Subject Matter Experts across Payment Operations, Product, and Engineering to ensure the training team is a trusted and integrated partner.

People Management Related Roles & Responsibilities:

• Team Leadership: Lead, coach, and develop a team of Training Specialists into a world-class delivery unit, fostering a culture of autonomy, accountability, and relentless improvement.
• Capability Building: Cultivate a team of master facilitators with deep operational expertise by creating and managing development plans focused on facilitation skills and subject matter knowledge.
• Project Management Excellence: Act as a consultant to the team on project management best practices. Ensure all training delivery projects are set up for success with clear scopes, timelines, and risk mitigation plans.
• Career Development: Engineer and implement clear, meaningful career paths for your team, ensuring every member has an opportunity for mastery and growth as a training professional.
• Performance Management: Ensure all team members meet performance expectations, including the timely completion of mandatory training, compliance with all company policies, and maintaining a healthy work-life balance through effective capacity management.

Requirements (must have):

Language Skills: Fluent in English.

Experience with: A proven history of successfully leading a training delivery team within a fast-paced, operations-focused environment (e.g., fintech, SaaS, tech operations). Experience managing the logistics and execution of a complex training calendar.

Main required functional (hard) skills:

• Facilitation & Training Delivery (Expert)
• Program & Logistics Management (Expert)
• Data Analysis for Training Effectiveness (Advanced)
• Subject Matter Expertise in a Technical/Operational Field (Advanced)
• Project Management (Advanced)

Main required soft skills:

• Inspirational Leadership & Coaching (Expert)
• Credible Influence & Stakeholder Management (Expert)
• Operational & Tactical Planning (Expert)
• Organization & Attention to Detail (Expert)
• Adaptability & Proactivity (Expert)
• Influence & Negotiation (Expert)

Other Competencies: A deep curiosity for complex operations and a genuine passion for helping people learn and perform. An "owner's mindset" with a high degree of autonomy and accountability.

Nice to have:

Education: Degree in Adult Learning, Communications, or a related field.

Certifications: Certifications in facilitation (e.g., CPTM), coaching, or project management are a plus.

Experience: Hands-on experience with Learning Management Systems (LMS) and data visualisation tools (Looker, Tableau). Experience with process design and improvement methodologies.

If you're interested in the position, please apply by submitting your CV and Cover Letter by the 15th of Feb EOD.

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