Trainer - Customer Operations & Fulfilment

Job Purpose

The Trainer Customer Operations & Fulfilment is responsible for enhancing the operational effectiveness of the Customer Operations & Fulfilment (CO & FF) team through targeted training programs and continuous development initiatives. The role focuses on designing and conducting training sessions, managing assessments, maintaining accurate training records, and ensuring compliance with internal and regulatory requirements. By collaborating with internal stakeholders and supporting new product rollouts, the Trainer contributes to achieving business objectives and improving overall training quality and performance standards.

Duties And Responsibilities

• Facilitate and deliver training sessions, including IGNITE programs and ad hoc sessions, aligned with CO & FF objectives.
• Develop and manage quizzes, briefing packs, and other training materials; maintain databases and report on outcomes.
• Conduct role-play assessments and share assessment links to support ongoing learning initiatives.
• Maintain comprehensive records of training participation and results; compile reports for the Training Manager and partner teams.
• Ensure compliance with TDRA and internal audit requirements by organizing and updating training documentation.
• Support the rollout of new product releases and design relevant training content in coordination with the Product Development team.
• Perform data analysis and reporting using Excel; identify areas for improvement based on results.
• Collaborate with internal teams and partner training units to ensure consistency and alignment in training delivery.
• Support the Training Manager with the design, delivery, reporting, and data management of training initiatives.
• Create assessments, recommend improvements, and engage with stakeholders to enhance learning engagement and outcomes.
  
  
  

Requirements

Education:

• Bachelors degree (minimum).
  
  
  

Experience:

• 34 years of experience in training and development management.
• 57 years of overall experience in the telecom industry.
• Proven track record in designing and delivering classroom, online, and blended learning programs.
  
  
  

Skills and Competencies:

• Expertise in PowerPoint, Excel, and training content creation.
• Strong knowledge of instructional design, e-learning development, and adult learning principles.
• Familiarity with Learning Management Systems, e-learning tools, and web conferencing platforms.
• Excellent English communication, facilitation, and interpersonal skills.
• Analytical mindset with the ability to measure training effectiveness and make data-driven recommendations.
• Strong organizational, reporting, and time management skills.
• In-depth understanding of du Consumer & Enterprise products and services.
• Proven ability to collaborate effectively with internal and external stakeholders and maintain compliance with regulatory standards.