Training Specialist

Who We Are Looking For Crisis24 is seeking a mission-driven Training Specialist Global Operations to champion learning and development excellence within Crisis24s Global Medical and Security Operations. Through cross-functional engagement design implementation and delivery of learning and development solutions you will help develop best practice and embed Crisis24s high standards of assistance solutions across the division. You will also leverage innovative technologies and traditional training techniques to help build and deliver L&D and operational excellence. With presence required in theSingapore office but working for and with a global team this position is ideal for professionals with prior medical and/or security operations background and/or strong learning & development experience; a passion for training facilitation cross-functional collaboration and innovation; and with the ability and interest to work You Will Work OnTraining and DevelopmentDeliver induction training across the global operational platform ensuring excellent first service resolution with the support of medical and security training subject matter experts (SMEs)Collaborate with the Global Medical and Security Operations teams to address identified performance issues and implement corrective actions through training and development activitiesDevelop design and implement medical and security training content coaching and delivery documentation and other tools to improve operational efficiency and complianceProvide technical inputs related to case management customer service medical and security assistance and others for the development of the e-learning modulesSupport the evaluation of training and development programs and contribute to their refinement to maximize learning impact and effectivenessCross-functional collaborationSupport the Intelligence training SME and support design delivery and continuously improve global intelligence training programs Maintain connection with managers employees and SMEs to conduct needs analysis and translate findings into training and development plans and programsAct as an internal ambassador for Crisis24s operational culture and valuesKnowledge managementCreate build and co-manage content storage and continuous maintenance of a training knowledge baseCreate and maintain attendee lists training reporting metrics and training assessment documentation within the training document database including providing regular reporting of training delivery to managementInnovation and IdeationChampion a continuous learning culture ensuring medical and security specialists are engaged and empowered to improve their skills and optimize their use of technologyInnovate and recreate training and L&D delivery through the use of new technologies and AI; liaising with the AI team with a continuous improvement mindsetWho You Will Work WithAssistance Solutions team: You will report to the Senior Director Assistance Solutions and serve as an integral member of the team co-designing and delivering high-impact learning solutionsGlobal Operations (Medical and Security) Managers and Staff: Collaborate with the Head of Operations Operations Manager Medical and Security Specialists and Global Operations Centre First Desk staff IRM team to foster a culture of continuous improvement and ensure the consistent delivery of exceptional client assistanceCross-functional project teams: Contribute to strategic and operational initiatives that elevate quality performance and talent development across IRMYou will report to the Director Assistant Solutions and work in close collaboration with Quality and Client Onboarding counterparts to ensure training solutions are built in line with our qualitative standards. As part of the Integrated Risk Management (IRM) wider group you will work closely with Intelligence Security and Medical Operations colleagues to ensure the Global Operational Training program is in lock-step with business requirements. You will work with other stakeholders across Crisis24 and Garda to harness efficiencies and develop best practicesWhat You Will BringEducationalBachelors degree in a medical or security-related field or 5 years experience in a related fieldWork ExperienceTraining development facilitation and delivery experience preferably in a cross-cultural and diverse team environmentExperience in medical travel and/or security assistance and/or in customer service preferably in a call centre environmentExperience in mentoring and coaching with a focus on driving performance quality improvement and change managementExperience working in a global environment with a high operational tempo and crisis managementAttributesAbility to succeed in a collaborative fast-paced environment which may include extended time commitments during busier periodsExcellent written and verbal communication skills Team player able to work cross-functionally with a diverse set of stakeholdersCreative problem-solver with an eye for process optimizationAttention to detail organized quick learner with strong self-initiativeAble to work flexibly independently and across multiple time zonesDesirableExperience in medical assistance security assistance customer service and/or insuranceExperience in customer service quality management and improvementKnowledge of other languages besides English is a plusExperience working with a global virtual teamUnderstanding of AI and data reporting/analysis