Training Manager

JOB DESCRIPTION

POSITION / JOB TITLE :

Manager – Core Training

FUNCTION : Training

PROCESS / DEPARTMENT :

Training - IBU

GRADE : Manager / M04

POSITION REPORTS TO :

Director – Training

POSITION IS REPORTED BY :

Sr Executive / Officer / Sr. Officer / AM Training

MAIN RESPONSIBILITIES / ACCOUNTABILITIES :

FUNCTIONAL / OPERATIONAL :

Assess minimum skills / role profile required for frontline staff

Ensure that training curriculum is aligned with the minimum skills / role profile assessed

Ensure that the Training faculty is skilled to manage the training curriculum

Drive efficiency in the new hire training cycle

Determine training requirements by conducting training needs analysis.

Manage the strategy for effective utilization of all team resources, including capital and expense budgets.

Participate in the design and development of associate materials and curriculum in conjunction with identified needs, performance deficiencies and industry changes

Problem solve with sub - ordinates, thereby removing roadblocks to successful task completion.

Direct the activities required to develop / deliver / support training across all target audiences.

Identify, select and manage external training and accreditation bodies, agencies and providers necessary to deliver required training to appropriate standards.

Liaise with other functional / departmental HOD’s / managers so as to understand all necessary aspects and needs of training, and to ensure they meet the objectives, purposes and achievements

Develop and create training modules, customize them according to specifications of the individuals and as per operational needs

Ensure quality of training delivered conforms to pre-defined standards

Needs to plan, develop and implement strategy for training, discipline, succession planning, morale and motivation, culture and attitudinal development, performance appraisals and quality management issues.

Design & Update Training calendar.

Conduct Training Evaluation and provide feedback

Track and analyze effectiveness and progress of programs delivered

Prepare reports and maintain MIS

conduct quality assessments and audits and provide adequate feedback

Liaise with vendors and professional training organizations

Liaise with external agencies to be well acquainted with industry standards, competitor’s offerings etc.

Build relationships with internal customers and monitor key performance drivers

Ensure that all Service Level Agreements (SLAs) are met consistently

Create Monthly / Batch on Batch Efficiency and Effectiveness Dashboards for each client serviced

Watches and tracks the completion of Compliance modules

Handle the administrative as well as functional reporting of all the Assistant Managers, Senior Training Officers and Training Officers

Establish innovative systems and procedures for handling data, reports and continuously improvise on them to reduce paperwork

To have clear understanding of the functioning and hierarchy of each department

TEAM RELATED :

Measure performance of the team for e.g. performance appraisals, confirmation and ongoing feedback and training

Build effective vertical and horizontal communication channels

Provide efficient leadership to the team

To be a role-model for the Team in terms of performance / behavior / attitude

Formulate long term plans for the development and motivation of the team

Nominate sub-ordinates for suitable training programs sponsored by the organization to enhance their capabilities and skill level.

Offer cordial work environment and cohesive work relationship to the reportees to facilitate performance.

Coach and mentor sub-ordinates by involving them in decision making process.

CLIENT SPECIFIC / ORIENTED :

Understand specific Client requirements for each Operation

Fulfill client needs in terms of Voice & Accent Training and Customer Service Skills consistently

Plan and implement quality / process improvement projects on the floor

OCCASSIONAL RESPONSIBILITIES :

Ensure adherence to or compliance with all certification standards institutionalized across the organization (e.g. COPC, PCMM etc)

QUALIFICATION (Education) :

Graduate from a reputed Institute or University in any discipline (BA, B.Sc, B.Com, BBM, BHM etc); Certificate Course in the areas of NLP, Train the Trainer or Psychology would be preferred

DESIRED YEARS OF EXPERIENCE :

5 - 9 years of total prior work experience with minimum 2-3 years as a trainer with exposure in content development and delivery of training programs; Minimum 2 years with the Training function of a voice-based BPO industry is preferred.

DESIRED INDUSTRY EXPOSURE :

BPO, ITES, Training industry

DESIRED ROLE EXPOSURE :

Exposure to BPO operations, its constraints & requirements would be advantageous. Stability in previous jobs; Must have preference / aptitude for a career in customer service environment; Must have demonstrated team handling skills in the past, Exposure to systems, policies and practices of the Training and Development function with previous organizations would be a plus. Training Fundamentals (Training Models and Measurements – Blooms Taxonomy, Kirkpatrick etc)