Management Technical

Purpose of Position

1. To identify, design, coordinate, conduct and review training for frontline CSRs and supervisors to ensure they have the required skills and competencies to deliver world-class service to Western Union customers in Jamaica

2. To carry out on-going reviews of the network to ensure that agents conform to the operational and regulatory standards, policies, guidelines and procedures.

3. Recommend appropriate strategies to address variances and breaches identified as a result of the reviews conducted.

4. Implements new strategies designed to enhance service delivery to customers and ensure compliance.

Key Responsibilities

Training

1. Develop training programmes for the Agent Network, Customer Service Representatives and the Management Team, to include all GKMS products and Services.
2. Conduct and formulate Trainee needs assessment for Network Employees
3. Prepare instructional material, training aids and facilities to ensure the effective delivery of training.
4. Provide relevant feedback on trainees’ performance to Agent Owners within the agreed timelines.
5. Conduct follow-up and provide hand holding support with operators at the new locations to assess the transfer of learning to the frontline.
6. Conduct on-site/offsite re-training and certification of CSRs/Supervisors as required by regulators/WU Intl.
7. To provide training support to overseas based GKMS  locations

     Quality 

1. Conduct periodic assessments of agent locations to evaluate the level of conformance with standard operating procedures, service and service delivery standards, document findings and secure sign off from Agent representative after discussions and clarifications.

Required Qualification, Experience, Knowledge

• BSc degree in Management Studies or equivalent qualification
• Training for trainers’ certification
• Minimum of three (3) years relevant working experience
• Excellent facilitation, team building, analytical, interpersonal, creative and communication skills
• Ability to work as part of cross functional teams and within specified timelines
• High level of customer orientation and confidentiality
• Knowledge of service and service delivery
• Proficiency with MS Office

GraceKennedy's Competencies

GraceKennedy embraces six key competencies that all employees, regardless of level, should master and demonstrate across the organization. These are:
•    Results Oriented
•    Digitally Savvy
•    Collaborative
•    Engaging & Inspiring
•    Diversity-Embracing
•    GK Values-Driven