Job Description

THE COMPANY MPOWER\'s borderless loans and scholarships enable students from around the world to realize their full academic and career potential by attending top universities in the U.S and Canada. As a mission-oriented fintech/edtech company, we move extremely quickly and leverage the latest technologies, global best practices, and heavy analytics to tackle one of the biggest challenges in financial inclusion. We\'re backed by over $150 million in equity capital from top global investors, which enables fast growth and provides our company with financial stability and a clear path to an IPO over the coming years. Our global team is composed of former management consultants, financial service and technology professionals, and other experts in their respective fields. We work hard, have fun, and believe strongly in our cause. For us, MPOWER\'s mission is personal. As a member of our team, you\'ll be challenged to think quickly, act autonomously, and constantly grow creatively in an environment where fast change and exponential growth are the norm. Ideation and implementation happen very quickly. We value feedback and emphasize personal and professional development by providing the resources you need to further your skills and grow with the company. MPOWER is committed to cultivating your strengths and curiosity and helping you make an immediate impact. MPOWER has been named one of the best fintechs to work for by American Banker for 2018, 2019, 2020, and 2021. We pride ourselves on being a "growth company for grown-ups," where there are no pool tables but rather great health, education, and maternity/paternity benefits instead. Our team diversity has been recognized as well; we\'re one of the most diverse workforces in the world in terms of nationality, gender, religion, age, sexual orientation, and educational background. THIS IS A FULL-TIME POSITION, BASED IN OUR BANGALORE, INDIA OFFICE. THE ROLE You will directly contribute to improving organizational effectiveness by building and supporting a best-in-class training program for our customer support and operations teams. The ideal candidate will be driven to mentor and train team members to bring out their best performance. With the utmost compassion, your goal will be to maximize team member effectiveness and their ability to deliver superior customer service and exceed company metrics. Your responsibilities will include, but are not limited to:

• Planning and executing cross skill programs and quality control initiatives for the Customer Relations and Processing all operational teams
• Designing learning framework to reduce TAT from new hire induction to on role i.e. ensuring associates are hired, trained and delivered to Operations within program timelines
• Collaborating with business leaders to assess and implement future training & learning needs
• Designing and reporting training KPIs, performance data and insights to key stakeholders using dashboards and other reporting mechanisms
• Spearheading training initiatives using contemporary principles and assessment methodology which are aligned with company and customer standards
• Designing \'Train the Trainer Programs\' for certification of associate trainers, mentors and coaches who can support company\'s learning & development initiatives
• Preparing training content such as presentations, training videos, product / App Demos, hands-on assessments ( PPT, Video, Word documents)

THE QUALIFICATIONS

• Bachelor\'s Degree, preferably in a quantitative field with 5+ years of experience in facilitation, content development, instructional design, and executing end to end training process in global organization
• Experience of Learning/Training Management systems and creating e-learning modules
• Demonstrate problem-solving skills and working under tight timelines; multi-tasking abilities; exception-based management capability
• Superior communication, presentation and facilitation skills with the ability to express complex concepts in plain language to reach broader audiences
• Six Sigma certification, a plus

A passion for financial inclusion and access to higher education is a must, as well as comfort working with a global team across multiple time zones and locations! In addition, you should be comfortable working in a fast growth environment, meaning a small agile team, fast-evolving roles and responsibilities, variable workload, tight deadlines, a high degree of autonomy, and 80-20 everything.