Training Specialist

At Exness, we are not just a leading trading broker—we’ve reimagined what it takes to be a leader. With 40M+ trades a day and 2,000+ people across 13 countries, we combine scale, care, and real tech to make trading better for 1M+ clients worldwide. 

Recognised globally as a Best Place to Work, we’re a people-first company where long-term wins always matter more. As part of our team, you will shape the future of fintech with real technology, care, and purpose.

Why this role matters

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. 

The role is based in our Malaysia office. In case of relocation, we offer full relocation support for you and your family to make your move smooth and worry-free.

What you'll actually do

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 behaviors, 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.

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.

Who we’re looking for

• Minimum 1 year of experience within client fronting role within Exness
• Ideally experience in a training or instructional design role
• Demonstrated experience in skill identification, standards creation, assessment, and gap analysis
• 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

What your journey looks like

1. Intro call with Recruiter (40 minutes)
2. Course Creation Assessment
3. Final Interview (60 minutes)

Please use your exness work email for internal applications and ensure to disclose any existing Conflict of Interest you may have.