Operations Trainer – Bilingual (French & English)

About the role

As an Operations Trainer you will equip banking and financial agents with the knowledge and skills required to deliver excellent service. You will deliver engaging training sessions in both French and English, adapt curricula to diverse learning styles, and support agents from onboarding through on‑the‑job training.

Key responsibilities

• Oversee onboarding, ensure system access and set up training rooms.
• Deliver effective training on products and systems to new and existing agents using various methodologies and technologies.
• Monitor attendance and performance, recommend transition to production or termination.
• Support the transition from classroom to on‑the‑job training and to the operations floor, providing feedback and action plans.
• Assess post‑training knowledge retention and performance during nesting, and provide targeted coaching.
• Assist with complex customer issues or escalations as required.
• Stay up‑to‑date with account requirements, including taking operations calls when needed.

Required profile

• Bilingual fluency in French and English.
• Experience delivering training in a banking or financial services environment.
• Strong ability to adapt training materials to different learning styles.
• Willingness to relocate to Casablanca, Morocco.

Required skills

• Training delivery and curriculum adaptation.
• Knowledge of banking products and systems.
• Performance monitoring and coaching.
• Use of training technologies and methodologies.