Learning and Development Lead

About TalaAt Tala, we’re applying advanced technology and human creativity to solve what legacy institutions can’t or won't. We are a global financial infrastructure company on a mission to unleash the economic power of the global majority, recognizing that today’s financial infrastructure doesn’t work for most of the world’s population.We’re the first and only platform to combine the intelligence of a credit bureau, the payments execution of a fintech, and the relationship expertise of a bank into one vertically integrated solution. Our platform is powered by an expansive moat of proprietary data and AI/ML decisioning technology, enabling us to deliver instant, reliable liquidity personalized to every customer's needs. Through our flagship credit app, we’ve disbursed over $7 billion in credit to more than 12 million customers across Latin America, Southeast Asia, and East Africa. These customers have leveraged Tala products to start and expand small businesses, manage day-to-day needs, and pursue their financial goals.Our pioneering work and proven impact have earned us consistent recognition, including being named to:CNBC’s Disruptor 50 for five years.CNBC’s World's Top Fintech Companies for two consecutive years.Forbes’ Fintech 50 list for nine consecutive years.Visionary investors, persuaded by the economic power of the global majority, have committed half a billion dollars in equity and debt to Tala's success.Given the global nature of our team, we operate on a remote-first approach with office hubs in Santa Monica, CA (HQ); Nairobi, Kenya; Mexico City, Mexico; Manila, the Philippines; and Bangalore, India.Most Talazens join us because they connect with our mission. If you are energized by the impact you can make at Tala, we’d love to hear from you!About The RoleThe Learning and Development Lead will play a pivotal role in designing, implementing, and managing a comprehensive learning strategy for the Philippines, with a primary focus on the Customer Servicing (CS) team.This role is responsible for the end-to-end learning and development process, from identifying needs and designing programs to evaluating outcomes and reporting on their impact. The L&D Lead will supervise one L&D Specialist, providing guidance and setting objectives to achieve operational results.A key focus will be on enabling the growth and performance of the team through strategic training initiatives, fostering a coaching culture, and ensuring all learning programs are aligned with business goals and compliance requirements.What You'll DoL&D Strategy and Program Management:Develop and implement the overall L&D strategy and learning calendar for the PhilippinesOversee key initiatives to enable the ramp-up of the Customer Servicing (CS) team, including system migration, automation, new Quality Assurance (QA) frameworks, and new hire onboardingDesign learning programs and document change initiatives, incorporating input from Subject Matter Experts (SMEs)Drive a coaching culture across the CS teamAccredit and evaluate external learning partnersField and manage ad hoc training requestsTeam Leadership and Supervision:Supervise one professional-level Learning and Development Specialist, setting clear goals and objectives to achieve operational resultsProvide coaching, feedback, and support to the L&D Specialist to ensure their professional growth and the successful execution of L&D projectsEnsure that all company policies, practices, and procedures are understood and followed by the direct reportStakeholder Collaboration and Reporting:Act as the primary point of contact for cross-functional stakeholders to gather SME inputs and align training programs with business needsReport to CS guild leadership, PH leadership, and global stakeholders on L&D initiatives and best practicesMeasure the impact of learning initiatives using Kirkpatrick's model, including pre/post testing, NPS, and business impactPrepare and present reports on key performance indicators (KPIs) such as training hours, training NPS, and training completion ratesCompliance and Process Improvement:Ensure 100% completion of all compliance trainings, including those related to AML, InfoSec, and confidentialityIdentify opportunities for process improvements and implement initiatives to boost team performance and efficiencyWhat You'll BringBachelor’s degree in a related field5+ years of experience in training, OD, or a relevant roleProven experience in designing and delivering training programs, both in-person and onlineDemonstrated experience in a leadership or supervisory role, with the ability to set goals and manage team performanceStrong understanding of L&D methodologies, such as the ADDIE model, Kirkpatrick Evaluation model, and adult learning principlesExcellent communication, presentation, and stakeholder management skillsExperience in measuring the effectiveness of training programs using various metricsProficiency in creating engaging training materials and learning experiences. Our vision is to build a new financial ecosystem where everyone can participate on equal footing and access the tools they need to be financially healthy. We strongly believe that inclusion fosters innovation and we’re proud to have a diverse global team that represents a multitude of backgrounds, cultures, and experience. We hire talented people regardless of race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.