Descripción de la oferta
Role Summary:The Training Manager will be responsible for overseeing complete management of the Training & Policy related initiatives. Client Management is a critical focus areaTeam Management & Governance is an integral part of the core deliverables 13+ Years of Related Experience Previous experience in the digital operations is a preferenceTraining & Development Govern the overall training functionEnsure training need analysis is conducted timely and training is in line with findingsTrack Training Surveys to understand feedback provided to trainersIdentify and recommend modifications or additions in content to facilitate the learning needs of the new hires as well as tenured agents. Conceptualise training interventions as per the learning gaps identified Guide trainers in conducting focus group with Operations team, Study BQ & RCA to identify high error areasAnalyse monthly PKT outcomes and focus on low scoring areasOverall governance and monitoring of NH batches and planningDiscussions with NHs on any behavioural issues before handing it over to HREnsure Training Throughput Attrition & Duration PolicyEfficiency Improvement & Calibration are maintained as per agreed SLAStreamline execution of training - ensure resources such as logistics, trainer, rooms are arranged by teamMaintain timely completion of interventionsPolicy & Content CreationEnsure the overall Policy function is running efficientlyEnable trainers in creating appropriate training content and adopt best practices for content creationManage the overall policy creation to dissemination lifecycleEnsure all policy / workflow documentation is accurate and up-to-dateReview change management content and provide relevant feedback to trainersUnderstand policy needs of the floor and help the team initiate required policies/workflows through policy change requestsMotivate the team to identify and close any policy gapsTeam Management & GovernanceProvide necessary direction to the team across tasksReview performance and conduct performance discussions ➔ Plan and nominate trainers for their developmental trainingsEnsure optimum resource utilisation and proper work allocationMaintain Team Attendance & AssignmentsDefine trainer deliverables and conduct one-on-one discussionsReview performance scorecards for the team, recommend incentives and provide meaningful insights to MIS for evaluating team performanceEnsure all team trackers are maintained accurately and are up-to-dateAudit trainer delivery through monthly Trainer Observations & share feedbackMentor & coach Trainers and Policy PoCs on their KRAs & drive it towards completionMaintain Training & Policy data for projectResponsible and work closely with business for any escalations, RCAs and training supportAttend team meetings with the global teamClient InterfacingAttend all relevant client meetings and act as the primary point of contact for the clientLiaise with the client to understand requirements, transfer these into actionables for the team and deliver the expected outputEnsure all client tasks as delivered based on commitments madeCreate and present Training slides as part of business reviewsArrange and oversee client shadows as necessary
