Customer Facing Training Manager

Description

eToro has created an intuitive Social Trading platform that gives traders and investors access to global stock markets, commodity trading, cryptocurrency trading, and more. We strive to make money management available and accessible to everyone (even to users with no prior experience or knowledge). We have over 33 million users worldwide, and our platform is available in over 140 countries around the world.

With over 1500 employees worldwide, We have locations in the US, Cyprus, UK, Australia, Germany, and Israel, and we are constantly growing and expanding into new markets.

We are constantly growing and are excited to share that we are looking for a Customer Facing Training Manager to join our team!

What will you be doing?

• Assist in overseeing onboarding and ongoing training program for all CF needs globally - CS, Ops, Retention, and working within company-wide training structure.
• Assist in identifying training needs according to weaknesses and company directives and monitor strategy and progress toward goals and KPIs set by the department
• Based on research, plan and implement training programs that will advance employees' skills, knowledge, and capabilities.
• Oversee trainers in their daily operations and bureaucratic organizational activities
• Lead, teach, onboard, and evaluate new trainers.
• Oversee schedules and programs built by the trainers and Monday Board management
• Build quarterly and annual ‘Enrichment training programs’ and measurements - reaching out to the relevant stakeholders throughout the company.
• Prepare a budget for training programs and workshops.
• Track employee success and progress of assigned training and assessments.
• Manage the production of training programs and materials on the LMS.
• Conduct live and frontal training for employees on various CF/Product/Trading/Compliance-related topics.
• Oversee the execution of regulatory required training (i.e. R146).
• Meet external vendors for training advancement (Service skills, communication, etc.)
• Professionalize training, and upgrading existing materials and processes (Articulate, Rise, Synthesia), implementing new e-learning tools and learning technologies
• Focus on customer experience and strong service orientation skills
• Oversee and advance existing change management projects and principles
  
  

• 5+ years experience in training
• Experience with designing training programs and workshops.
• Ability to lead a full training cycle and oversee large-scale projects
• Experience with learning management software.
• Knowledge of various training and teaching methods.
• Excellent decision-making and organizational skills.
• Managerial and leadership skills (2+ years min. experience)
• Interpersonal and communication skills.
• Service and CX oriented
• Content development tools (Articulate/Rise360)