What You Will Do
The Training and Culture facilitator is responsible for the induction and on-going training and professional development of all Customer Experience staff, including Academy Managers, and Area Managers, as well as adjacent roles like Customer Care associates and Quality Insurance inspectors, as needed as their work, too is core to the customer experience
Cultivate a feeling of pride and excitement for the Bridge mission and each person’s role at all training events
Spend time in Bridge communities developing a knowledge of the market, Bridge International Academy operations and challenges (to understand how to best train for them), and the motivated young adults who could go on to become Academy Managers and Teachers; recommendations to recruitment processes always welcome
Lead Academy Manager and Area Manager professional development training, working with national and global leadership teams to develop new sessions, programmes, and other content as needed
Put in place and monitor the yearly training plans for the Customer Experience department and evaluate this against learning paths and developmental initiatives and the instructional designs arising.
Evaluate learning goals for each training initiative versus the proposed participants learning expectations and deliverables thereafter.
Analyse what is and isn’t working in training and workshop sessions and make recommendations for improvement, including piloting new sessions as needed
Delivery and facilitation of developmental initiatives aligned to set curricula, instructor manuals, learner guides, and other materials, and/or utilize that meet identified learning goals for large and small groups
Coordinate or perform administrative functions necessary to deliver and document learning and development programs. Manage data bases to track progress of participants and program scheduling
Plan and liaise with the admin department for program materials used during facilitation against set budgets
Train other teams as needed. What You Should Have
Bachelors’ degree in a business-related field or equivalent. (A degree in Communication, Education, Adult Education, Training of Trainers certification etc. is an added advantage)
3 to 5 years’ experience in a professional training position in a medium sized or large sized organisation
Demonstration of development of training content and the ability to translate theoretical/conceptual information into clear and easily understood training content
Presentation, communication, motivational speech & facilitation skills
Experience managing large groups of adults or groups in development within the field of leadership & coaching
Knowledge of instructional design & training methodologies
Planning, organizing and communication skills
Team work, partnering, liaison, negotiation, influencing skills and Conflict management
Able to work in a high-pressure environment
Hands-on job, with a lot of time in the field, interacting with motivated young adults interested in a career at Bridge and leading residential trainings of as many as 150 academies per year, or more, throughout 3-6 training cycles as well as termly workshops
You’re also
A detailed doer – You have a track record of getting things done. You’re organized and responsive. You take ownership of every idea you touch and execute it to a fine level of detail, setting targets, engaging others, and doing whatever it takes to get the job done. You can multi-task dozens of such projects at once and never lose sight of the details. Likely, you have some experience in a start-up or other rapid-growth company.
A networking mastermind- You excel at meeting new people and turning them into advocates. You communicate in a clear, conscientious, and effective way in both written and oral speech. You can influence strangers in the course of a single conversation. Allies and colleagues will go to bat for your ideas.
A creative problem-solver- Growing any business from scratch comes with massive and constant challenges. On top of that, Bridge works in volatile, low-resource communities and runs on fees averaging just $6 a month per pupil. You need to be flexible and ready to get everything done effectively, quickly, and affordably with the materials at hand. Every dollar you spend is a dollar our customers, who live on less than $2 a day, will have to pay for.
A customer advocate- Our customers – these families living on less than $2 a day per person – never leave your mind. You know them, get them, have shared a meal with them (or would be happy to in the future). You would never shrink back from shaking a parent’s hand or picking up a crying child, no matter what the person was wearing or looked like. Every decision you make considers their customer benefit, experience, and value.
A life-long learner – You believe you can always do better. You welcome constructive criticism and provide it freely to others. You know you only get better tomorrow when others point out where you’ve missed things or failed today
