Instructional Design Training Specialist

The Training Specialist is responsible for translating business needs into clear, actionable skills frameworks and scalable learning experiences. They define skill standards, measure competency, identify performance gaps, and develop engaging digital content and learning pathways that support a self-driven learning culture. They are skilled in instructional design, digital content creation, and adult learning strategies and can connect employee development with organisational impact.

Skill Framework Development & Analysis

• Identify, define, and document core and advanced skills required for Support and CRM roles, in line with company objectives (e.g., proactivity, de-escalation).
• Develop skill standards and scalable measurement methods (rubrics, observable behaviours, performance indicators).
• Collaborate with operations leaders to ensure skills reflect real-world challenges and client expectations.
• Conduct skill gap analysis using feedback, assessments, operational KPIs, and QA data.

Learning Program Design & Delivery

• Design and develop learning programs (e-learning, microlearning, simulation) that address key skill gaps and drive performance.
• Create structured learning paths that align with the Skill Matrix and allow employees to progress through self-driven development.
• Ensure all learning content reflects up-to-date product knowledge, client-facing best practices, and regional needs.
• Facilitate and deliver learning through a blend of asynchronous digital content, gamified challenges, and occasional live sessions if necessary.
• Assist in developing and standardizing feedback, recognition, and evaluation methods based on matrix outcomes.

Assessment, Evaluation, & Calibration

• Conduct or support baseline and ongoing skill assessments to evaluate learner progress and impact.
• Analyze assessment and feedback data to make recommendations for content improvement and skill standards refinement.
• Coordinate and participate in calibration sessions with Team Leaders from CS, CR and QA to align on skill interpretation and fairness.
• Support the creation of coaching guides for Team Leaders to deliver effective, standardized feedback.
• Apply instructional design models (e.g., ADDIE, SAM) and adult learning principles to ensure content is engaging, structured, and outcome-driven.
• Use storyboarding, sequencing, and learner experience techniques to design accessible and effective learning content.

Onboarding & Continuous Learning

• Deliver onboarding for new hires, ensuring they build product and behavioral competencies from the get go.
• Recommend and develop refresher or booster content based on recurring skill deficiencies or new product releases.
• Document learning plans, materials, and progress using appropriate platforms (LMS, Confluence, etc.).

Project Support & Innovation

• Collaborate on strategic initiatives such as AI simulation development, gamified learning design, and platform enhancements.
• Stay current on trends in e-learning, instructional design, and digital coaching.
• Support multiple learning and improvement projects simultaneously, contributing content, ideas, or execution as needed.
• Manage time and deliverables independently while reporting status clearly to stakeholders.

• Willingness to relocate to Malaysia.
• Bachelor’s degree or higher
• Minimum 2 years of experience in a training role, with strong exposure to instructional design practices, learning experience design, or digital learning development.
• Demonstrated experience in skill identification, standards creation, assessment, and gap analysis
• Proficient in e-learning authoring tools (e.g., Articulate Rise/Storyline, Canva) and comfortable with LMS platforms
• Proficiency in data analysis languages (Python, R, or SQL) and client-side scripting (JavaScript) for custom e-learning and gamification is a significant advantage
• Solid understanding of instructional design principles, learning theories, and behavior-based outcomes.
• Excellent English communication skills—verbal, written, and visual
• Highly organized with the ability to manage projects, prioritize tasks, and deliver to deadlines
• Creative thinker with a growth mindset, passionate about learning innovation
• Experience in financial services or customer-facing industries is an advantage
• High attention to detail, strong problem-solving ability, and collaborative spirit
• Flexible, adaptable, and willing to work across time zones when needed
• Great attitude: We value how you work just as much as what you deliver

• Competitive and attractive compensation
• Extensive learning opportunities, such as professional training and certifications, soft skills development, free English courses, and trading workshops
• Flight tickets, hotel or apartment accommodation for your first month, migration support, and legal help for you and your family (if relocating)
• Health and life insurance for employees, spouses, and children, including vaccinations, tests, mental health care, and coverage for vision and dental care
• Generous time off, including 21 days of annual leave and paid sick leave
• Education allowance for your children’s school and kindergarten fee
• Outstanding team-building experiences and Exness community gatherings