This is what you are going to do.

As a Billing Processes Trainer, you play a key role in training colleagues and ensuring knowledge retention within Billing, Customer Service and Contract Support.

• You provide training to new staff within Billing, from onboarding through to working independently.
• You help staff within Billing to develop their critical billing skills and knowledge, and, on request, train colleagues from Customer Service and Contract Support on billing topics.
• You will mentor and coach Billing colleagues to enhance their professional knowledge and skills.
• You will document critical processes and working methods in clear work instructions and Standard Operating Procedures (SOPs).
• You will develop and maintain a training curriculum with learning objectives, knowledge retention and measurable progress.
• You ensure that work instructions and documentation remain up to date and accessible, including within SharePoint or Confluence.
• You act as a point of reference and process expert for the core processes within Billing. You translate recurring complex queries into work instructions or training materials.
• You work closely with the Lead Billing Processes to safeguard critical knowledge and reduce single points of failure.
• You will advise the Team Leads and management on knowledge development, training needs and knowledge retention.
• You will contribute to the continuity of operations by stepping in to cover operational capacity when necessary. By actively participating in day-to-day operations.