Training Delivery Manager

Key Responsibilities

People Leadership & Development

• Conduct regular 1:1s with Internal and External trainers and maintain adherence to agreed frequency.
• Set individual development plans in line with the Trainer skills matrix and forecast (using the GTL framework).
• Support trainer career progression, skill development, and capability uplift to ensure continued capability usage
• Lead and participate in interviews for trainer replacements or expansion roles
• Maintained relationship with key freelancers / contract provider companies
• Where needed set development plans to support key external trainer skills
• Deliver training to trainers (internal and external on GK standards)

Quality Assurance

• Perform scheduled quality observations of training delivery (minimum of one per month per internal trainer).
• Perform scheduled quality observations of training delivery (minimum of two per year per external trainer).
• Maintain and evolve the quality observation framework.
• Deliver feedback sessions and coaching based on observation and survey results.
• Track weekly team quality and survey scores and implement improvement actions.
• Analyze Learner feedback evaluations for trends and opportunities

Performance & Operations Management

• Monitor and manage trainer performance against KPIs, quality metrics, and expectations.
• Oversee trainer utilization and ensure optimal allocation, working closely with Scheduling.
• Manage holiday approvals and ensure delivery coverage.
• Facilitate Trainer expense approvals in line with policies.
• Handle trainer complaints and issues through appropriate channels.
• Enable access to SME resource for content and product development, translations and bid support
• Manage administrative tasks such as reporting, scheduling, documentation, and compliance activities.
• Ensure trainer profiles are up to date on online resource portals (certifications, Languages etc.)
• Monitor and manage skills gaps and identify internalizing opportunities.

External Trainer (Freelancer) Management – Country

• Own the country freelancer bench strategy (capacity, skills coverage, languages, locations) aligned to forecast demand and delivery plans vs internal team.
• Source, screen and onboard external trainers, ensuring consistent vetting, contracting readiness and fit to the Trainer skills matrix.
• Define and communicate de