Who We Are Looking For

Crisis24 is seeking a mission-driven Training Specialist, Global Operations to champion learning and development excellence within Crisis24’s Global Medical and Security Operations. Through cross-functional engagement, design, implementation and delivery of learning and development solutions, you will help develop best practice and embed Crisis24’s high standards of assistance solutions across the division. You will also leverage innovative technologies and traditional training techniques to help build and deliver L&D and operational excellence. With presence required in the Singapore office but working for and with a global team, this position is ideal for professionals with prior medical and/or security operations background and/or strong learning & development experience; a passion for training, facilitation, cross-functional collaboration and innovation; and with the ability and interest to work cross-culturally.

What You Will Work On

Training and Development

• Deliver induction training across the global operational platform, ensuring excellent first service resolution with the support of medical and security training subject matter experts (SMEs)
• Collaborate with the Global Medical and Security Operations teams to address identified performance issues and implement corrective actions through training and development activities
• Develop, design, and implement medical and security training content, coaching, and delivery documentation, and other tools to improve operational efficiency and compliance
• Provide technical inputs related to case management, customer service, medical and security assistance, and others for the development of the e-learning modules
• Support the evaluation of training and development programs and contribute to their refinement to maximize learning impact and effectiveness

Cross-functional collaboration

• Support the Intelligence training SME and support design, delivery, and continuously improve global intelligence training programs
• Maintain connection with managers, employees, and SMEs to conduct needs analysis and translate findings into training and development plans and programs
• Act as an internal ambassador for Crisis24’s operational culture and values

Knowledge management

• Create, build, and co-manage content storage and continuous maintenance of a training knowledge base
• Create and maintain attendee lists, training reporting metrics, and training assessment documentation within the training document database, including providing regular reporting of training delivery to management

Innovation and Ideation

• Champion a continuous learning culture, ensuring medical and security specialists are engaged and empowered to improve their skills and optimize their use of technology
• Innovate and recreate training and L&D delivery through the use of new technologies and AI; liaising with the AI team with a continuous improvement mindset

Who You Will Work With 

• Assistance Solutions team: You will report to the Senior Director, Assistance Solutions, and serve as an integral member of the team, co-designing and delivering high-impact learning solutions
• Global Operations (Medical and Security) Managers and Staff: Collaborate with the Head of Operations, Operations Manager, Medical and Security Specialists, and Global Operations Centre First Desk staff – IRM team to foster a culture of continuous improvement and ensure the consistent delivery of exceptional client assistance
• Cross-functional project teams: Contribute to strategic and operational initiatives that elevate quality, performance, and talent development across IRM
• You will report to the Director, Assistant Solutions, and work in close collaboration with Quality and Client Onboarding counterparts to ensure training solutions are built in line with our qualitative standards. As part of the Integrated Risk Management (IRM) wider group, you will work closely with Intelligence, Security, and Medical Operations colleagues to ensure the Global Operational Training program is in lock-step with business requirements. You will work with other stakeholders across Crisis24 and Garda to harness efficiencies and develop best practices

What You Will Bring 

Educational

• Bachelor’s degree in a medical or security-related field, or 5 years’ experience in a related field

Work Experience

• Training development, facilitation, and delivery experience, preferably in a cross-cultural and diverse team environment
• Experience in medical, travel, and/or security assistance, and/or in customer service, preferably in a call centre environment
• Experience in mentoring and coaching with a focus on driving performance, quality improvement, and change management
• Experience working in a global environment with a high operational tempo and crisis management

Attributes

• Ability to succeed in a collaborative, fast-paced environment, which may include extended time commitments during busier periods
• Excellent written and verbal communication skills
• Team player able to work cross-functionally with a diverse set of stakeholders
• Creative problem-solver with an eye for process optimization 
• Attention to detail, organized, quick learner with strong self-initiative
• Able to work flexibly, independently, and across multiple time zones

Desirable

• Experience in medical assistance, security assistance, customer service, and/or insurance
• Experience in customer service quality management and improvement
• Knowledge of other languages besides English is a plus
• Experience working with a global virtual team
• Understanding of AI and data reporting/analysis