Associate Director, Training

Experience in implementation of Industry tools including but not limited to Gen.ai AI, RPA, ML and application to improve customer journey/Learning experience.

Business Delivery:

• Create processes to enable Training interventions and practices across the life cycle of an employee- from hiring to production.
• Lead project delivery teams through the adoption of PE principles, practices, tools and techniques ensuring activity meets expected time, cost, benefit and quality outcomes.
• Partner with Ops, Process Excellence, Analytics to deliver on key business outcomes
• Enhanced client delivery & reduce cost through process improvement, automation.
• Improve learning & learner experience through innovation. Able to bring in Industry standards and practices to improve overall delivery.
• Experience in implementing Automation projects based ML, AI, Gen,ai & RPA practices
• Manage health of compliance and business risk for all accounts by preempting risks and managing it timely
• In touch with industry standards of Training practices and partnering with cross functional teams to bring it to life
• Partner on TNI creation and advisor improvement journey
• Usage of strategic tools like six sigma, lean, design thinking & agile tools to always stay ahead of competition and create a niche brand for the business and client.
• Lead the Training function for migration of new businesses from the Client site to desired work location.
• Participate in business pitches and capability demonstration session with new and existing clients
• Work closely with the Client to understand their product/service and then design/customize the training content & Delivery to ensure efficient knowledge transfer as may be required.
• Manage delivery of KPI like STC/STP, Throughput, early tenure attrition, training time reduction, cost reduction, customer experience and risk management to name a few.

People Delivery

• Manage a team Sr. Managers & Manager for all clients in Mortgage business
• Plan people development and succession planning for team.
• Identify KSA and plan upskilling of the team to meet business and industry standard.
• Responsible for peoples annual goals and month on month review
• Create a culture of Customer experience across all teams.
• Create a culture of learning and innovation across levels

Experience and certifications.

Required: Graduate/Postgraduate with 15+ years' experience

• Experience in digital transformation using AI and RPA tools.
• Experience in leading Six sigma, lean projects
• Experience in leading client interactions
• Experience in working with diverse culture and multi-level Stakeholders.
• Experience in developing and implementing training practices successfully across various client
• Experience in transitioning new clients
• Mortgage industry expertise
• Six Sigma trained and certified

Know-How

Critical:

• Excellent communication & presentation skills.
• Planning and Execution skills.
• Ability to proactively identify current and future needs of the Center.
• Good Interpersonal skills and analytical skills
• Ability to manage Customer critical metric performance.
• Self-driven and Assertive

Skills Required
Rpa, Artificial Intelligence, Six Sigma, KPI, Lean Projects, Training Plans