Director, Training

Director, Training - Strategy and Execution – Santa Ana, Costa Rica  

Are you an experienced leader seeking to lead a strategic vision for our training programs and to empower people? Do your talents lie in developing and motivating a team to succeed? Then, it’s time to join Western Union as a Director, Training - Strategy and Execution. 

Western Union powers your pursuit.

We are searching for an innovative and operationally disciplined Director, Training Strategy and Execution who will lead our global training team to new heights. This strategic leader will drive best-in-class training methodologies, including the integration of AI and gamification and proven best practices, to ensure continuous improvement and accelerate our customer experience agenda. Reporting directly to the VP, Global Customer Care, this role is pivotal in aligning and sharing best practices across Western Union's contact center teams that support consumers and retail agent footprint, delivering measurable improvements in performance and operations outcomes.

Role Responsibilities

Develop and execute a global training strategy that aligns with Western Union's customer-centric approach and business objectives. 

Lead the training strategy and execution team to deliver high-quality training programs.

Utilize innovative methodologies, such as AI and gamification, to drive continuous improvement and accelerate the speed to proficiency for new hires. 

Elevate knowledge and learning curve on new launches and process changes. 

Establish metrics for success and continuously measure the effectiveness of training initiatives during and post-implementation. 

Drive measurable improvements in the quality, performance, and operations through strategic training programs. 

Guide, mentor and support our global partner training teams (BPO’s) to achieve greater objectives as a collective organization. 

Invest in the customer care leadership team in new ways, mindful that learning and development occurs uniquely across the global footprint. 

Lead by example, setting development and leadership goals, holding leaders accountable for the development of their teams and delivery against goals. 

Establish and foster relationships with clients, partners, industry players, and internal stakeholders at all levels, including executive management. 

Bring an external best practice and thought leadership approach with a strong focus on staying up to date on industry trends. Keen focus on stretching the organization and pushing the boundaries of our excellent customer support

Collaborate cross-functionally to align training initiatives with business needs and share best practices across Western Union's teams.

Role Requirements

College or university degree in management, business administration or relevant field, as well as A minimum of 10+ years of training leadership and operations experience with progressing increase in responsibilities. 

5+ years in senior management experience. 

Record of accomplishment of delivering strategic and different mediums of training with measurable outcomes in a complex environment. 

Proven experience in developing executive management reporting as well as establishing and leading successful large-scale teams, projects and programs. 

Successful candidates will bring evidence of mastering training delivery at a global scale, transforming customer care in the contact center, supporting frontline retail agents and consumers, best practices.

A strong understanding of the statistically based review process and extensive knowledge of adult learning processes is expected. 

Brings strong influencing skills and the ability to develop and execute global strategic and tactical plans that drive business decisions. 

Proficiency in Lean and/or Agile management. 

Proven ability to work cross-functionally and drive results is also expected. 

Fluency in written and spoken English is required. 

Ability to bring an entrepreneurial “start-up” mind-set and culture within a global corporate enterprise and have the leadership experience to effectively communicate a compelling vision and inspire others. 

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Benefits

You will also have access to short-term incentives, multiple health insurance options, accident and life insurance, and access to best-in-class development platforms, to name a few (). Please see the location-specific benefits below and note that your Recruiter may share additional role-specific benefits during your interview process or in an offer of employment.

Your Costa Rica- specific benefits include:

Western Union values in-person collaboration, learning, and ideation whenever possible. We believe this creates value through common ways of working and supports the execution of enterprise objectives which will ultimately help us achieve our strategic goals. By connecting face-to-face, we are better able to learn from our peers, problem-solve together, and innovate.

Our Hybrid Work Model categorizes each role into one of three categories. Western Union has determined the category of this role to be Hybrid. This is defined as a flexible working arrangement that enables employees to divide their time between working from home and working from an office location. The expectation is to work from the office a minimum of three days a week.