Training And Quality Manager at Prodigy Finance

Job description

Why this is an amazing opportunity

This role is perfect for a training expert who is a customer evangelist with a huge focus on quality. You thrive in a complex environment and want to supercharge your career by experiencing first-hand what it is like to be part of an energetic, extremely fast growing company.

The sense of impact and reward will be huge. You will help to build a business which makes a very real difference in the world. Be a part of delivering socially responsible financial services to tomorrow’s leaders; make it possible for students from more than 100 countries to obtain the finances to fulfil their dream of studying at the world’s top universities and schools.

We are a non-hierarchical team; this means that you are going to get exposure to all aspects of our business immediately. You’ll own the role and its responsibilities and will work closely with the broader operations, business development, compliance and tech teams. You will have the opportunity to gain as much accountability as you can handle, and play an influential role in scaling the company.

Our team is very international and very sociable; you will interact with stakeholders in the business around the world on a regular basis. Being an organisation that’s passionate about education, we place a high value on learning and personal growth.

One of our goals is to build one of the top FinTech teams and cultures anywhere in the world. This means putting a lot of time into ensuring we only hire people with exceptional potential, and creating the best working environment possible. If you want to work somewhere where you're learning from some of the best brains in Fintech, this would be a good fit.

Why join Prodigy Finance

• Be a part of a pioneering global growth company
• Experience the excitement and learn from being part of an incredibly fast-growing young company. No kidding - exponential growth. Happening right now
• Be pivotal in scaling the business by identifying smart solutions and partners with tech at the heart of it
• Enjoy the agility and flexibility offered by a startup culture. A sociable, relaxed and friendly work environment (with a serious coffee culture where you can wear shorts to work)
• We will help you make your mark. Make a real impact on the business and experience a steep learning curve with huge opportunities to grow and develop
• Gain an inside perspective on the functioning of a venture-backed Fintech startup, backed by top VCs, learn day-to-day management and build functional expertise
• Build a platform that helps to make a very real difference in the world

What you will do in the role

As our Training and Quality Manager, you will quality control engagements with students where you coach and train all student facing stakeholders, to include Operations, Business Development (BD) and Community teams. You will work closely with the teams to fully understand the full Operations, BD and Community cycle and coach all teams to deliver a world-class customer experience. The focus of the role being on quality, coaching and customer experience in relation to product, process and service.

Specific responsibilities include:

• Collaborate with the broader team to define the gold standard of customer experience across the operations value chain
• Develop and direct the training function within Prodigy Finance for global customer operations
• Create, develop, update, maintain and version control our core material, such as: Student service guide; SOP’s; Macro’s; Communication triggers; FAQ on websites and ZenDesk knowledge base
• Create, update, maintain and version control of e-learning modules and assessments for staff to self-assess
• Plan and perform the training, change management, roll out, role play and assessment testing across Operations and BD teams for updates to Product, Process and SOP’s
• Work with Quality Assurance (QA), Operations and BD to identify gaps and opportunities in training material, how we engage with students and how we change manage
• Drive, engage and perform random tests and “mystery shopping” to ensure cross functional alignment and a consistent brand and product experience for our students

What you need to be great at

• Expressing and boldly being the brand and values ambassador and lead in how we induct in-house and outsourced front facing staff
• Be a guardian and watchdog for tracking and version controlling changes
• Ability to train on service, “tone” and “voice” of the brand across Operations and BD
• Execution of training and change management in a way that is fun, positive and translates into quick and effective adoption of the changes
• Ability to keep our teams current and relevant by sourcing “good” and “bad” examples of service experiences and show casing these as learning opportunities
• Being able to connect via video conferencing, travel where need be and work well with teams across the world

Who we are looking for; track record must haves

• Degree in Training or another relevant field
• Experience working as a Trainer, Coach or Training Facilitator within financial services or similar
• Experience determining training needs and implementing a training cycle
• Extensive change management ability and proven change management experience
• Proven track record of developing e-learning content and effective roll outs
• Experience with quality monitoring and in-depth understanding of KPI’s
• Highly flexible and able to adjust to an ever-changing high pressure environment
• Excellent verbal and written communication skills
• Exceptional presentation and facilitation skills
• Strong coaching and influencing skills
• Ability to analyse incomplete data, identify issues and come up with solutions

Experience that would be nice to have (but we’ll trade off if everything else fits)

• Contact centre/BPO experience highly advantageous
• Startup experience. Sometimes the earth moves beneath your feet at Prodigy Finance so you've got to be comfortable with ambiguity, able to wear lots of hats, and adapt easily as we continue to grow

The Prodigy Finance fit; attributes which run true in everyone at Team Prodigy

To be an A player at Prodigy Finance, you need to possess – in spades - the following attributes:

Innovative + Smart

Be curious enough to want to know more, think out the box, maybe even break the box, show initiative and be smart about it to find implementable, impactful solutions.

International + Accountable

Push yourself to be better every day. Work with others across the world, be resilient, add value and then hold yourself accountable. Encourage and celebrate each other.

Energetic + Fun

Sense of humour = survival. Bring energy and fun. Wear your heart on your sleeve. Work hard and find the time to play. We’re in this together.