Operations Learning & Development Lead (Interim)

at  SumUp Services GmbH

Our Operations Learning and Development (L&D) team comprises six dedicated trainers who specialise in providing operational training for internal staff, primarily focusing on customer support. In addition to training our internal team, we play a crucial role in supporting and monitoring outsourced Business Process Outsourcing (BPO) trainers to ensure the quality of customer support provided by outsourced partners meets our standards.
While our core responsibility lies in enhancing the skills of our internal operation staff, we extend our expertise to oversee and maintain the quality of outsourced BPO training programs. By effectively supporting and monitoring these external trainers, we contribute to maintaining a consistent level of excellence in customer support across all channels. Our ultimate goal remains to bridge knowledge gaps, ensure effective communication of operational changes, and cultivate a skilled workforce capable of delivering exceptional customer support, both internally and through outsourced channels.
We are currently looking for an interim Lead for this team to ensure business continuity during its lead’s parental leave. This will be an opportunity not only to keep the training programs running smoothly but also to bring about some innovation and best practices to an always evolving team.

What you’ll do

• Design and implement training programs within the Operations organisation to align with strategic objectives, assessing learning needs, and evaluating the effectiveness of training initiatives
• Collaborate closely with various stakeholders to ensure that learning solutions meet the needs of employees and drive business outcomes
• Stay ahead of industry trends and best practices to continuously enhance the organisation’s learning culture and capabilities.
• Manage and enable a diverse team of L&D specialists from several locations.

You’ll be great for this role if

• You have gained progressive expertise in the L&D domain and have a couple of years of experience in leadership roles
• You are a clear and effective communicator and have the ability to manage diverse stakeholders across the organisation
• You possess strong project management skills
• You lead by example, with empathy, fairness and transparency
• You have experience leading and enabling a small team

Why you should join SumUp

• We’re a truly global team of 3000+ people from 92+ countries, spread across 4 continents
• You’ll have the opportunity to make an impact as we work in flat hierarchies
• You’ll attend global offsites and regular team events
• You’ll receive a budget for attending conferences and external training
• We offer a corporate pension scheme, 28 days’ paid leave, mobility benefits, subsidised Urban Sports Club membership and other great benefits

What you’ll do

• Design and implement training programs within the Operations organisation to align with strategic objectives, assessing learning needs, and evaluating the effectiveness of training initiatives
• Collaborate closely with various stakeholders to ensure that learning solutions meet the needs of employees and drive business outcomes
• Stay ahead of industry trends and best practices to continuously enhance the organisation’s learning culture and capabilities.
• Manage and enable a diverse team of L&D specialists from several locations

You’ll be great for this role if

• You have gained progressive expertise in the L&D domain and have a couple of years of experience in leadership roles
• You are a clear and effective communicator and have the ability to manage diverse stakeholders across the organisation
• You possess strong project management skills
• You lead by example, with empathy, fairness and transparency
• You have experience leading and enabling a small tea