Training Effectiveness, Adoption & Continuous Improvement

• Evaluate learner preparedness and identify opportunities for additional coaching, reinforcement, documentation, or follow-up training.
• Analyze client feedback, support ticket trends, escalations, and post-go-live performance indicators to identify training gaps and continuous improvement opportunities.2
• Promote high levels of client satisfaction, confidence, and self-sufficiency by delivering training that is accurate, actionable, relevant, and aligned with real-world operational requirements.
• Contribute to the continuous evolution of MAP onboarding methodology by incorporating lessons learned, best practices, and client feedback into future training programs.

Cross-Functional & Operational Alignment

• Collaborate with Client Services, Implementations, Fraud Services, Product, and Training teams to ensure training reflects current operational requirements and client needs.
• Surface, document, and elevate operational gaps, recurring client questions, or workflow breakdowns identified during training.
• Participate in lessons learned and continuous improvement discussions to strengthen future training delivery.
• Ensure training requests, follow-ups, and reinforcement needs are tracked and aligned with operational workflows, support activity, and client readiness expectations.
• Actively contribute to Training and Operations EOS discussions through critical thinking, collaboration, and continuous improvement initiatives.

Content & Training Support

• Participate in the maintenance and updating of training materials, job aids, exercises, and session content to reflect current workflows, system functionality, and best practices.
• Provide feedback on curriculum effectiveness and identify content gaps based on learner performance, operational changes, and client support trends.
• Support development of scalable training assets, including LMS content, recorded sessions, quickreference guides, and workflow-based job aids.
• Ensure training content supports consistent delivery standards across client-facing and internal training programs.

Success Measures / Key Performance Areas:

• Deliver activation-driven training that results in measurable learner readiness and independent execution of core workflows.
• Maintain consistent training satisfaction scores and positive qualitative feedback from clients andinternal learners.
• Support timely client readiness at onboarding completion, go-live, and post-go-live stabilization.
• Reduce repeat questions, avoidable workflow errors, and post-training support dependency tied to trained topics.
• Maintain deep expertise in MAP products, card-processing environments, credit union operations, and supported Visa DPS workflows.
• Partner cross-functionally to improve training quality, relevance, consistency, and client outcomes.

QUALIFICATIONS AND EDUCATION REQUIREMENTS

• 2–4+ years of experience in training, client enablement, implementation support, or client-facing operational support roles.
• Experience delivering live training in operational or production environments, not limited to classroomstyle instruction.
• Experience in credit unions, financial services, payments, or card-processing operations required
• Strong facilitation, storytelling, coaching, and communication skills.
• Ability to translate complex systems, procedures, and workflows into clear, practical learning experiences.
• Ability to manage multiple training engagements, shifting priorities, and follow-up actions simultaneously.

Originally posted on Himalayas