Training Content Manager

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Job Title

Training Content Manager


The Global Product Customer Training Lead role sits within the Delivery Services organisation.

With a focus on customer product training, the Global Customer Training Lead collaborates with stakeholders across Vocalink and the wider Mastercard community to ensure the necessary customer training resources are logically implemented and analysed for quality assurance and are in place prior to the launch of new products and services in the regions. The stakeholders include Product Directors, Owners & Managers, Delivery Vice Principals & Directors, Programme Managers, Regional Product Delivery Managers, Business Analysts, Testers, Mastercard Academy and other Subject Matter Experts.
The successful candidate will be responsible for the strategy, needs analysis and planning, development and coordination of the delivery of customer training following structured training cycle methodology for blended learning.

The Global Customer Training Lead Is responsible for:
•Agreeing training approach and plans (including cost estimation for all dependent resources) for the delivery of internal product standardised training and customised training for client programme delivery
•Internal and customer agreement of client training curriculums and schedules to be delivered via regional Mastercard Academies
•Working with product documentation, business analysts, testers and other product/programme subject matter experts to understand and develop training materials for new and existing core products and their adaptations for each customer programme implementation in line with the standards of the current customer training materials
•The leadership and coaching of the Customer Training and wider Product Delivery team
•The management of the workload of the Customer Training team to effectively meet the competing requirements of internal and customer programmes
•Managing the relationship with Mastercard Academies for the hosting of e-learning, delivery of on-line workshops and the continuous evaluation and update design loop with the customer, third party end users and internal SMEs
•The coordination of meaningful translation and development of e-learning content in the customer language following sign off in English
•Version control and efficient file management of training materials in various formats and languages
•Maintenance of the customer training work break down structure that defines the work packages, dependencies and risks for the successful delivery of all aspects of customer training
•Maintenance of documented guidance for all customer training methods and standards
•Providing analytical expertise on new product delivery processes and assisting with ad hoc tasks for new business requirements

All about you
•Strong proven experience of:
oLeading the delivery of customer IT focused blended learning training solutions in a variety of complex environments
oProviding high quality customer outputs in challenging internal circumstances
oDeveloping and agreeing e-learning focussed blended training strategy, needs analysis and plan with internal and customer stakeholders.
oDeveloping efficient training module matrix frameworks that effectively meet the needs of all varied learner audience requirements
oWriting high quality instructional content for a new user of a system using e-learning developer tools
oDelivering on-line training that maximises the learning outcomes for non-face to face audiences
oWorking with technical SMEs to interpret and summarise complex technical information for a wide stakeholder audience
oEfficiently and effectively manage internal and customer training development feedback to produce customer training material within tight time frames
oManaging, monitoring and prioritising team resources and workloads to best effectively meet competing programme requirements
•Self-starter, able to independently organise workload and ensure progress is evident in tasks accomplished
•Excellent communication skills and able to communicate both written and verbally to internal stakeholders and external clients
•Strong influence for cross-function and locational disparate stakeholders to provide buy in and commit to training effort
•Supporting the implementation of interventions to prevent the same 'How do I?' questions being repeated by customers
•Comfortable managing large numbers of folders containing integrated file sets with adherence to good version control practice
•Desire to coach and develop junior training team to meet high standards of training delivery
•A desire to learn and a curiosity to understand payment systems and processes
•Comfortable building relationships across the business and working in teams assisting others when required
•Ability to manage and resolve technical challenges with the publishing, transfer and hosting of training file

Mastercard is an inclusive Equal Employment Opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.​

If you require accommodations or assistance to complete the online application process, please contact and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

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