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

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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

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

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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.

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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.

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