Head of Training & Development for Channels

We’re looking for a Head of Training and Development for Channels to join us at Telia. I am Irma Kuncevičienė, leading Customer Experience (CX) and Quality Division at Telia Lietuva. Right now, I am looking for a Head of Training and Development for Channels to join us in Vilnius. In this role you will lead a strong team of professionals dedicated to shaping the future of learning and development across our customer service and sales functions. If you are driven by empowering teams, data-driven decision making, and creating engaging learning experiences, this is the opportunity to make a real impact at Telia.What you’ll do: You will lead a team of 10 professionals within the area of learning and development, overseeing the Training and Development function for customer service and sales teams (B2X), focusing on strengthening onboarding, upskilling, and performance improvement initiatives. Your first priority will be to review and strengthen onboarding and upskilling for frontline employees and managers, leading the development of a clear and structured competency development and assessment framework that will form a core part of your team’s strategy for the coming year. This includes defining key performance indicators (KPIs) to measure impact and aligning learning initiatives with business needs. You will collaborate closely with business leaders to ensure the training strategy supports organizational goals. In addition, your team will be responsible for organizing internal events—such as workshops, summits, and learning forums across channels. The role also involves leveraging business data—such as sales performance, customer satisfaction, and employee retention—to evaluate the effectiveness of training initiatives. A key focus will be on continuously refining training programs to improve outcomes. This includes exploring ways to make the training process simpler and more engaging, with the goal of reducing front-line employee turnover.What will help you thrive in this role:  We are seeking a candidate with solid experience in team management, preferably within the functions of customer care and sales. Strong competencies in L&D—such as knowledge of various learning frameworks, models, and methodologies—are also essential. The role requires strong strategic planning and execution skills, along with experience managing diverse projects, including organizing internal learning events. Strong stakeholder management, effective communication, and collaboration skills are crucial, as you will work closely with different teams across the organization. We value proactivity, analytical thinking, and a data-driven mindset to continuously evaluate and improve training effectiveness. Solid leadership skills and the ability to inspire and guide a team are also necessary. The candidate should have a higher education degree, fluency in Lithuanian, and strong English skills (at least B2 level).Join us to shape smarter living for ...