Head of Training

About us
A fintech team with 10+ years of experience in online lending. We're launching a microfinance organization in South Africa. Our Head of Training is a strategist and operational leader: she builds training for two departments (Customer Service and Collection) from the ground up, builds a team of trainers, and implements KPIs and a culture of continuous development.

What you'll be doing
Build and manage the training department team: selection, development, and personnel decisions
Develop and implement training programs for the Customer Service Center and Collection (internships, trainings, certifications)
Create new departmental workflows, update existing ones, and monitor compliance
Analyze training needs based on current business goals and needs
Implement KPIs and performance evaluation metrics: testing, certifications, KVD, and NPS
Monitor the quality of training results and program effectiveness
Develop a training plan and monitor its compliance using the calendar
Collaborate with department heads and HR to identify areas for growth
Maintain reports and monitor the performance of department specialists
Monitor negative customer reviews and monitor NPS metrics

Requirements
Experience in microfinance organizations/fintech is required; Understanding of the structure of the Credit Center and Collections
At least 2 years of experience managing a training department or a training team
Deep understanding of online lending processes: sales, collections, and customer service
Experience developing training programs, algorithms, and scripts from scratch
Skill in implementing KPIs and evaluating training effectiveness
Systems thinking, leadership skills, and ability to work in a startup environment

Working conditions:
Schedule: 5/2, Monday–Friday, 9:00–19:30
Format: Fully remote; relocation to Cyprus possible
Building a training department from scratch, direct contact with the founders