Mashreq Bank
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- Job Title: Assistant Manager - Training
- Department : CXCG - RBG-Service and Governance
- Direct Supervisor: Quality and Training Manager
Job Number
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Job Purpose
To lead and optimize the organization's training and knowledge management function by ensuring workforce capability, learning effectiveness, and continuous improvement through strategic oversight, stakeholder partnership, and team management.
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Dimensions
Operating Expense Budget
Number of Staff
Capital Exp. Budget
Others (KPI)
Revenues
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Key Result Areas
What
To What / Whom
With What Outcome
- Lead and manage
- the Training & Knowledge Management team
- to ensure effective delivery of learning initiatives and achievement of departmental objectives
- Develop and oversee
- training strategies, onboarding programs, and learning frameworks
- to build workforce capability and support business performance goals
- Monitor and enhance
- training effectiveness, trainer performance, and learning outcomes
- to ensure high-quality learning delivery and continuous improvement
- Conduct and coordinate
- Training Needs Analysis (TNA) with business stakeholders
- to identify capability gaps and develop targeted learning solutions
- Establish and govern
- knowledge management standards, repositories, and content lifecycle processes
- to ensure accurate, accessible, and up-to-date knowledge across all functions
- Develop and maintain
- training dashboards, reports, and learning analytics
- to provide management with insights for informed decision-making and performance tracking
- Drive automation and digitalization
- training and knowledge management processes
- to improve efficiency, scalability, and learner experience
- Collaborate with
- business units, operations teams, and key stakeholders
- to align learning initiatives with business requirements and strategic priorities
- Oversee and approve
- training materials, SOPs, assessments, and certification programs
- to ensure compliance, consistency, and quality standards are maintained
- Lead continuous improvement initiatives
- across training and knowledge management functions
- to enhance employee competence, operational readiness, and customer experience outcomes
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Operating Environment, Framework and Boundaries, Working Relationships
The role operates within the Customer Experience & Conduct Group (CXCG) and is responsible for leading the Training and Knowledge Management function. The job holder works within established regulatory requirements, organizational policies, operational procedures, service standards, and governance frameworks. The role exercises judgment in identifying learning needs, prioritizing training initiatives, managing team performance, and driving continuous improvement, while ensuring alignment with business objectives and compliance requirements.
Working Relationships
Stakeholder
Nature of Relationship
Business Unit Leaders & Operations Managers
Conduct Training Needs Analysis (TNA), identify skill gaps, prioritize learning interventions, and evaluate training effectiveness.
Training Team
Provide leadership, coaching, performance management, work allocation, and professional development.
Quality
Collaborate on quality improvement initiatives, and knowledge governance.
Product
Obtain updates on new products, systems, policies, and procedures to ensure training content accuracy and relevance.
Technology & Digital
Support training automation, learning platforms, knowledge management systems, and digital learning solutions.
Employees / Lear
Provide guidance, support, coaching, and learning solutions to enhance performance and knowledge proficiency.
External
Manage learning solutions, training content development, and vendor-supported capability building initiatives.
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Problem Solving
The role requires independent judgment to solve complex learning, performance, and knowledge management challenges, while influencing stakeholders, leading a specialist team, and ensuring organizational capability remains aligned with evolving business and regulatory requirements.
High level of autonomy within approved policies and frameworks, with authority over training operations, team management, learning solutions, and knowledge governance.
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- Knowledge, Skills and Experience
- Education: Bachelor’s Degree in Business Administration, Human Resources, Learning & Development, Education, or a related discipline. Professional certifications in Training, Coaching, Learning & Development, or Knowledge Management are advantageous.
- Experience: 8-10 years of experience in Training, Learning & Development, Knowledge Management, Quality Assurance, or Contact Center Operations, with at least 3-5 years in a leadership or people management role.
Technical Knowledge
- Training design, delivery, and evaluation methodologies.
- Training Needs Analysis (TNA) and competency development frameworks.
- Knowledge Management Systems (KMS) and content governance.
- Learning Management Systems (LMS) and digital learning platforms.
- Data analysis, reporting, dashboard management, and performance tracking.
- Understanding of banking products, processes, customer experience, and regulatory requirements.
Management & Leadership Skills
- Team leadership, coaching, and performance management.
- Stakeholder management and cross-functional collaboration.
- Strategic planning and continuous improvement.
- Change management and project management.
- Decision-making, problem-solving, and influencing skills.
Core Competencies
- Strong communication and presentation skills.
- Analytical and data-driven mindset.
- Ability to manage multiple priorities in a dynamic environment.
- Focus on operational excellence, employee capability development, and customer experience improvement.
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Approved by
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Date
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Mashreq Bank
Job description provided by Mashreq.
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