Training Delivery Executive

About Zepz

Zepz Group is the group powering leading global remittance brands: WorldRemit and Sendwave. Zepz Group has been disrupting an industry previously dominated by offline legacy players by reducing the barriers to finance and increasing safety and convenience for users. Every day, Zepz Group and its brands work towards unlocking the prosperity of cross-border communities through finance and technology - driven by the vision of a world that celebrates migrants’ impact on prosperity, at home and abroad. Zepz served over 9+ million users through its presence in over 4,600 corridors with over 40 send countries and 90 receive countries

Come join us!

Zepz.io

Our Commitments:

• We act like owners - We are relentlessly delivering for our users and spending money thoughtfully.

• We embrace embarrassing honesty - We function best when we're open and honest with one another — especially about our challenges and doubts.

• We have a bias to action - We get to first outcomes quickly, iterate and learn.

• We strive to be better - We may make mistakes, but always learn from them.

• We are inclusive - to better reflect and serve our users.

About the role:

As a Training Delivery Executive at Zepz you will deliver and evaluate training programs to support the development of Customer Care and operations teams. This role ensures employees are equipped with the skills and knowledge required to deliver exceptional customer service, meet key performance metrics, and align with company’s values and strategic goals. You will collaborate with the training and quality teams, customer care managers, and the wider operations team to identify training needs, develop content, and ensure effective onboarding and continuous learning initiatives.

What you will own:

Reporting to the Learning and Development Manager - Operations, you will:

• Training Delivery and Facilitation
• • Conduct engaging and effective training sessions for new hires, upskilling programs, and product/process updates.
  • Deliver regular training sessions focused on knowledge and soft skills to maintain high-quality standards within the teams.
  • Update the team and trainees on process changes that impact our internal and external customers.
  • Use various training methods (instructor - led, virtual, on-the-job) to ensure learning objectives are met.
• Content Development
• • Design, update and implement timely, and results-oriented training programs with measurable outcomes.
  • Collaborate with stakeholders to develop customized training for new initiatives or market - specific needs.
• Needs Assessment and Evaluation
• • Conduct Training Needs Analysis to identify areas for learning intervention based on feedback from Quality, Team Managers, and other departments.
  • Evaluate the effectiveness of training programs and develop innovative solutions to improve processes.
• Support Employee Development
• • Collaborate with management across operations to provide coaching and feedback to the teams.
  • Support the quality team in delivering comprehensive knowledge and skills development, including side-by-side coaching and instant feedback.
• Administrative and Reporting Tasks
• • Record training interventions on the designated platform or Learning Management System (LMS).
  • Coordinate training schedules with management to meet business needs.
  • Prepare reports on training activities and results to ensure alignment with departmental goals.
• Compliance and Best Practices
• • Stay informed about the latest training tools (both traditional and digital) and continually enhance your training skills.
  • Engage with live calls and cases to remain updated on processes, tools, and systems.
  • Gather and share feedback and suggestions for training improvements.
  • Conduct quality audits as needed.
  • Manage and collaborate on special projects as assigned.
  • Ensure training programs comply with regulatory requirements and industry standards.

What you bring to the table:

• Minimum of 6 months experience in Customer Care at Zepz or at least 3 years of experience as a training facilitator in a contact center environment.
• Bachelor’s Degree or equivalent work experience.
• Strong interest in leadership and motivational skills, with a commitment to continuous learning.
• Desire to help others grow and achieve their goals.
• Skilled at training facilitation and/or public speaking.
• Excellent verbal and written communication skills.
• Ability to provide 1:1 coaching and mentoring.
• Familiar with the GROW coaching model.
• Familiar with the ADDIE training model.
• Ability to take ownership and exceed expectations as needed.
• Capable of working under pressure while managing conflicting demands and setting priorities.
• Open to feedback and adaptable to change.
• Customer-focused and aligned with company values.
• Proficient in Google Suite including Google Slides, Google Forms, Google Sheets and Google Docs.
• Experience with Workday LMS and Articulate is a plus but not required.

Bonus points if you have:

• Excellent communication (both verbal and written) and interpersonal skills.
• Strong presentation and facilitation skills with the ability to engage diverse audiences.
• Strong organizational and time management abilities.
• Creative problem-solving skills.
• Analytical mindset to assess training effectiveness and implement improvements.
• Ability to work collaboratively within a team.
• Familiarity with adult learning principles and instructional design.
• Experience in coaching or mentoring roles.

What you’ll get from us

Please note that the benefits below will apply to permanent roles.

We have five core benefits for our talent in the US, UK, Philippines, Poland, and South Africa. specifically:

• Unlimited Annual Leave: Feel free to make the most of your time off and maintain a healthy work-life balance!
• Private Medical Cover: You can opt-in to a Private Medical Insurance scheme. This provides you with access to thorough medical coverage, so you can feel confident in your health and well-being.
• Retirement: We offer pension schemes to help you plan for and secure your future.
• Life Assurance: Life assurance is available to give you peace of mind and protect your loved ones in case of the unexpected.
• Parental Leave: We offer competitive parental leave schemes to ensure you are spending as much quality time with your new bundle of joy as possible.

We are also remote-first as an organisation, offering flexibility for you to work where you need to be most productive. In addition to the above, you will discover that we have a range of secondary perks (such as the cycle-to-work scheme and employee discounts) depending on your location, to help you thrive at Zepz!

Why choose Zepz?

• Our team of over 1,000 employees is fully distributed across the world. We are working from coffee shops, homes, and co-working spaces — making us one of the larger fully distributed growth-stage startups in the world but we also offer workspace in our talent cluster locations - spaces we can meet, collaborate and connect.
• We are proud parents, community organizers, farmers, band members, yoga teachers, YouTube influencers, former Olympians, and serial entrepreneurs.
• We collectively speak over twenty languages, including Akuapem, Amharic, Bengali, Ewe, Fante, Ga, Igbo, Kalenjin, Luganda, Oromo, Somali, Swahili, Wolof, Bulgarian, Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, Greek, Hungarian, Irish, Italian, Latvian, Lithuanian, Maltese, Polish, Portuguese, Romanian, Slovak, Slovenian, Spanish and Swedish.
• At Zepz, embodying our commitments binds us together. We are collectively passionate about striving to achieve our vision and purpose - to continue to provide the best service to our users.

Ready to Apply?

Applications will be reviewed on a rolling basis. If interested, please submit your resume along with a cover letter (optional), highlighting why your experience demonstrates you meet the requirements of the role. Please also indicate the countries in which you have work authorization.

Confidence can sometimes hold us back from applying for a job. But we'll let you in on a secret: there's no such thing as a 'perfect' candidate. Zepz is a place where everyone can thrive.

So however you identify and whatever background you bring with you, and if at all you might need any form of support to make the process as comfortable as possible, please let us know and give us a shot by applying. We want you to be excited to wake up to make an impact every day.