Head of Training, Content & Knowledge Management | Dubai, UAE

Head of Training, Content & Knowledge Management

Department: Training and Quality
Employment Type: Full Time
Location: UAE
Reporting To: Imad Moussa

Description
Tabby creates financial freedom in the way people shop, earn, and save, by reshaping their relationship with money. The company's flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 32,000 global brands and small businesses, including Amazon, Noon, IKEA, and Shein, use Tabby to accelerate growth and gain loyal customers by offering easy and flexible payments online and in stores.

As the Head of Training, Content & Knowledge Management (KM) at Tabby, you will own the creation, delivery, and optimization of all training, content, and knowledge assets across the Customer Experience (CX) organization. This role is pivotal in fostering a customer-centric service culture. You'll be responsible for ensuring that all agents have the training and knowledge they need to perform at their highest potential.

Key Responsibilities

Leadership & Team Management

• Lead the Training, Content & Knowledge Management teams, driving performance and fostering a culture of excellence.
• Empower and mentor a team of instructional designers, content creators, and knowledge management specialists.
• Champion the development of high-quality training programs and content strategies that enhance customer experience delivery.
• Collaborate closely with other teams to ensure content and training strategies align with organizational objectives.

Customer-Centric Training Development and Execution

• Develop, implement, and evaluate training programs with a core focus on customer-centricity.
• Continuously assess training needs and work to close knowledge gaps.
• Integrate customer feedback into content creation and training strategies.

Knowledge Management Strategy & Content Delivery

• Develop and maintain a centralized knowledge base, ensuring that content is accurate and accessible.
• Build content that empowers frontline agents, including articles and troubleshooting guides.
• Maintain a continuous feedback loop with agents to identify areas for improvement.

Performance Management & Metrics

• Track and measure the effectiveness of training and content programs.
• Develop success metrics such as knowledge retention and operational performance improvements.
• Ensure alignment between training initiatives and key business goals.

Change Leadership & Stakeholder Collaboration

• Serve as a change leader, continuously optimizing training, content, and knowledge management processes.
• Collaborate with senior leaders and cross-functional teams to integrate business priorities into training strategies.
• Proactively communicate with stakeholders to ensure buy-in and understanding of initiatives.

Skills, Knowledge & Expertise

• Bachelor's degree in Business Administration, Education, Communications, or a related field.
• 7+ years of experience in training, content development, or knowledge management, with at least 3 years in a leadership role.
• Proven experience in customer-centric training and knowledge management.
• Strong background in content creation and instructional design.
• Excellent leadership skills with the ability to influence and develop high-performing teams.
• Proficiency in learning management systems and knowledge management tools.
• Strong analytical skills with experience in measuring program effectiveness.

Success Metrics

• Training Effectiveness: Increased agent performance and better customer interaction outcomes.
• Knowledge Management Impact: Consistently updated and accessible knowledge base.
• Customer Satisfaction: Enhanced customer experience reflected in improved CSAT.
• Operational Efficiency: Streamlined workflows and reduced handling times.

Job Benefits

We offer onsite work from our Dubai or Riyadh offices and are happy to work out an individual relocation plan for you.

• Flexible working hours.
• A working environment that gives you autonomy and responsibility.
• Participation in the company's employee stock options program.
• Health Insurance.

We are passionate about creating an inclusive, high-performing workplace that gives people from all backgrounds the support they need to thrive, grow, and meet their goals.

If this sounds exciting to you, we'd love to hear from you!