learning consultant/trainer, Customer Service & supportThomson Reuters

About the Role
As Learning Consultant/Trainer, Customer Service & Support you will,
Major Areas of Responsibilities:
Deliver product and process training sessions in a live, virtual, and blended environment
Responsible for efficiently developing curricula for Customer Service professionals
Conduct needs analysis to determine training needs and delivery methods
Partner with Training Team, Quality Team, Customer Service leadership and other internal stakeholders to deliver needs-based training
Determine appropriate instructional procedures/methods and develop corresponding curricula and reference guides
Measure the effectiveness of existing training programs and utilize data to enhance the learning experience
Evaluate customer contacts and provide feedback and coaching
Develop effective communication vehicles to ensure training and quality programs are fully understood and appropriately valued by the learners and other stakeholders
Participate in quality and calibration sessions serving as subject matter expert
Partner with the instructional designer/s in creating, designing, and developing a wide variety of learning materials such as facilitator guides, online training, self-study guides, case studies, demonstrations, and simulations
Essential Job Functions:
Consult with internal stakeholders on ways to leverage training with respect to their business plans and goals
Effectively incorporate adult learning principles into all components of curriculum
Apply business acumen to build and document the business case for investing in learning and development programs
Implement projects by developing action plans, obtaining resources, and completing assignments in a timely manner to ensure learning goals are achieved
Adjust learning approach, course structure, and training timeline in a fast-paced environment
Instill an understanding of how learning objectives align with strategic goals
About You
Qualifications:
College Degree (required) with at least some course focus on education (preferred)
2-3 years of training experience or background with similar industry experience (preferred)
Advanced knowledge of training models and measurements (e.g., ADDIE, Kirkpatrick) (required)
Excellent writing, presentation, and overall communication skills
Excellent organization and prioritization skills
Strong knowledge of Thomson Reuters Legal products and service (preferred)
Willing to work on a night shift and in Mckinley Hill Taguig (Hybird)
What's in it For You?
You will join our inclusive culture of world-class talent, where we are committed to your
personal and professional growth through:
Hybrid Work Model: Currently, as part of our COVID-19 response, our employees are working remotely and following local COVID-19 bylaws and guidelines with the majority of our offices planning to remain remote until further notice. Upon return, we will embrace a hybrid work environment consisting of in-office and remote work.
Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more
Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance; work from anywhere (in country); caregiver paid time off, bereavement leave; company-wide Mental Health Days Off; Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.
Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees - Thomson Reuters café networking.
Social Impact: Eight employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact
Purpose Driven Work: We have a superpower that we've never talked about with as much pride as we should - we are one of the only companies on the planet that helps its customers pursue justice, truth and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.
Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we've been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world's most global news services - Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.
We are powered by the talents of 25,000 employees across more than 75 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.
Accessibility
As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.
We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.
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Thomson Reuters

Taguig City, Metro Manila
Permanent
Full-time