Servicing Training Senior Lead - KYC

<h3>Company Description</h3><p>Wise is a global technology company, building the best way to move and manage the world’s money. Min fees. Max ease. Full speed.</p><p>Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their life easier and save them money.</p><p>As part of our team, you will be helping us create an entirely new network for the world's money. For everyone, everywhere.</p><p>More about <a href="https://wise.jobs/our-mission">our mission</a>.</p><h3>Job Description</h3><p>Wise is looking for an experienced Senior Training Lead to drive our Know Your Customer (KYC) Training team forward! Our KYC team is the first line of defense to make sure that our customers are compliant with all the requirements from our regulators. Our KYC team vigilantly follows guidelines provided in our knowledge bases and ensures that communications with our customers are concise and concrete. As KYC Training Senior Lead you will be responsible for leading our KYC Training teams. You’ll have a team of Leads (or you may call them team managers) that will report to you, and using your knowledge of learning and development (L&amp;D), people leadership skills and experience you will ensure that these teams deliver highly effective training with measurable outcomes to our KYC teams. </p><p>In this strategic role, you’ll set the direction and vision for the KYC Training function, ensuring it is proactive, scalable, and aligned with business priorities. You will play a critical part in the training leadership team, contributing to broader initiatives and cross-functional projects to enhance the overall effectiveness of the Servicing function. You will take full ownership of the performance and development of the KYC Training teams, using your expertise in training evaluation and data-driven decision-making to deliver measurable impact.</p><p>The KYC Training Senior Lead will need to have experience working in busy, fast paced operational training teams and possess excellent leadership skills. You’ll need to be able to build strong relationships across the organization quickly, to understand the training needs of KYC. You’ll also need to have outstanding people management, performance management and leadership skills. You will be comfortable working autonomously and take full ownership of KYC Training team performance. This role will require you to work independently at times to develop your own function, but also to be an active member of the training leadership team, freely sharing your expertise and opinions. </p><p>The ideal candidate will have deep expertise in learning needs analysis, training methodologies and evaluation. They must have a mastery of the ADDIE model, demonstrating its application to complex training interventions that deliver measurable impact. Additionally, they will have solid experience in applying the Kirkpatrick model, Philips ROI and other industry-standard training evaluation frameworks, providing specific examples of training interventions driving speed to competency of the new hires and continuous performance improvements.</p><p>The senior training lead must excel at transforming training teams from being reactive into proactive enablers of the servicing function and being true business partners. They will take ownership of aligning training initiatives with strategic business objectives, prioritizing projects based on sizable business impact, and managing stakeholder expectations. A strong data-driven mindset is essential; the ideal candidate will be adept at leveraging data to tell a compelling story, measure success, and drive continuous improvement in training effectiveness.</p><p>Furthermore, this individual will be tasked with elevating the competency levels across the training teams, ensuring that all team members are equipped with fundamental L&amp;D knowledge and the ability to scope and size training interventions with precision, driving the highest value for the organization.</p><p> </p><p><strong> Activities performed on the job</strong></p><p><strong>Team Leadership and Management:</strong></p><ul><li>Oversee and lead the KYC Training teams, including managing team leads.</li><li>Be responsible for the performance of the KYC Training team, actively monitoring and measuring performance to ensure the team remains high functioning. </li><li>Build &amp; introduce frameworks and monitor quality for effective outsourced training operations teams.</li></ul><p><strong>Strategic Training Development and Delivery:</strong></p><ul><li>Set strategic priorities for the KYC Training team, ensuring all training programs are compliance-driven, efficient, and scalable.</li><li>Create strategic vision and goals to the KYC Training team, ensuring these align and support the overall servicing and business strategy.</li><li>Ensure training aligns with the ADDIE model and industry-standard framew