The Onboarding & Training Specialist is responsible for designing, managing, and delivering an exceptional new-hire experience while building the technical competency of all employees across the organisation. The role owns the full onboarding lifecycle from pre-boarding through probation completion — and leads the identification, planning, procurement, and facilitation of training programmes that ensure every team member is equipped to perform at their best. The incumbent will leverage modern AI-powered tools and best-in-class learning methodologies to create engaging, scalable content and will serve as the primary point of accountability for global compliance training adherence.

Key Responsibilities:

Onboarding Programme Management

• Design, manage, and continuously improve the end-to-end onboarding programme for all new hires across departments and levels.

• Lead and facilitate new-hire orientation sessions, ensuring a consistent, engaging, and culturally aligned first-day and first-week experience.

• Coordinate with Hiring Managers, IT, and relevant stakeholders to ensure workspace readiness, system access, and buddy/mentor assignments are in place before each start date.

• Track and monitor new-hire progress through structured check-ins during the probationary period, escalating any concerns proactively.

• Maintain and update onboarding documentation, playbooks, and welcome packs to reflect current processes and organisational changes.

Technical Systems Training

• Deliver hands-on technical training on all in-house databases, proprietary platforms, the CRM system, and contact-centre solutions including Genesys.

• Develop role-specific training curricula for systems usage, ensuring all employees reach the required proficiency level within defined timelines.

• Create and maintain training materials including user guides, video walkthroughs, quick-reference cards, and e-learning modules for all platforms.

• Collaborate with system owners and IT to stay current with system updates and incorporate changes into training content promptly.

Training Needs Analysis & Planning

• Conduct structured Training Needs Analyses (TNAs) at individual, team, and organisational levels to identify skill gaps and development priorities.

• Translate TNA findings into a comprehensive, costed Annual Training Plan aligned to business goals and headcount plans.

• Partner with department heads and line managers to prioritise learning interventions and schedule training with minimal operational disruption.

• Measure training effectiveness through post-training assessments, 30/60/90-day evaluations, and performance data, adjusting plans accordingly.

Training Vendor Management & Procurement

• Identify, evaluate, and procure external training vendors and e-learning providers that meet quality, cost, and strategic fit criteria.

• Manage end-to-end vendor relationships including RFP processes, contract negotiations, SLA monitoring, and performance reviews in coordination with procurement department.

• Ensure all vendor-delivered programmes are assessed for effectiveness and value for money; escalate underperformance and manage remediation.

• Maintain an approved vendor register and stay abreast of market offerings to ensure the organisation accesses best-in-class solutions.

Global Compliance Training

• Own and administer the global compliance training calendar, ensuring 100% completion rates within mandated deadlines across all markets.

• Coordinate with Legal, Compliance, and HR Business Partners to keep compliance content current with regulatory and policy changes.

• Maintain accurate training records and produce regular completion reports for leadership and auditors.

• Implement escalation protocols for non-compliant employees and report exceptions to relevant stakeholders.

Content Creation & AI-Powered Learning

• Utilise AI tools (e.g., generative AI content platforms, AI-driven authoring tools) to create interactive, engaging, and scalable training content.

• Apply instructional design principles to structure learning journeys that cater to diverse learning styles, including blended, self-paced, and instructor-led formats.

• Continuously explore and pilot emerging learning technologies to elevate the quality and reach of training programmes.

Requirements

• Bachelor's degree in Human Resources, Education, Organisational Psychology, Business Administration, or a related field.

• A relevant professional certification (e.g., CIPD, ATD CPTD/APTD, or equivalent) is highly advantageous.

• Minimum 3–4 years in a dedicated L&D, Training, or Onboarding Specialist role.

• Hands-on experience training employees on CRM systems, contact centre platforms (Genesys preferred), and enterprise databases.

• Demonstrable experience managing global or multi-site compliance training rollouts.

• Experience working within a fast-paced, high-growth environment is a strong advantage.