Training Officer Role

The Training Officer will be responsible for designing, developing, and delivering effective training programs to onboard, upskill, and support SMEs, in understanding and optimizing the use of our services and platform. The role involves close collaboration with cross-functional teams to ensure SMEs are equipped with the necessary knowledge to drive operational excellence and compliance.

PRIMARY RESPONSIBILITIES


Design and deliver onboarding training for new merchants covering product usage, policies, systems, and operational procedures.
Conduct refresher and upskilling sessions for existing merchants based on performance insights, product updates, and compliance requirements.
Develop and maintain training materials, manuals, e-learning content, and job aids tailored to different merchant types and tiers.
Evaluate training effectiveness through assessments, feedback surveys, and performance tracking.
Monitor merchant performance and identify training needs through data analysis and field feedback. 
Serve as the point of contact for training-related merchant support and queries.
Collaborate with product, customer service, and compliance teams to ensure consistent and accurate training content.
Organize training schedules, logistics, and reporting in alignment with department goals.
Maintain accurate records of merchant training attendance, feedback, and results.
Continuously improve training methodologies and tools to enhance engagement and retention.


KEY COMPETENCIES


Experience in adult learning principles or instructional design.
Knowledge of merchant onboarding processes and digital payment platforms
Strong interpersonal/communication skills
Takes initiative and ownership
Strong ability to motivate, influence and advice people
Strong planning and organizational skills
Attention to detail
Ability to multi-task and manage competing priorities
Good judgement and decision-making ability
Excellent communication skills – verbal, non-verbal and written
Strategic thinking skills
Problem solving skills


KNOWLEDGE AND SKILL REQUIREMENTS


Bachelor’s degree in Business Administration, Education, Human Resources, or related field.
Minimum 2–3 years of experience in training, preferably in merchant services, retail, fintech, or logistics environments.
Strong communication and presentation skills.
Experience with learning management systems (LMS), digital training tools, or e-learning platforms is a plus.