
Assistant Manager
3 days ago
Job Description:
- Reporting to Group Manager / Sr. Group Manager Training
- Ensuring strict and absolute compliance to the training governance plan of the business
- Identifying training and development needs through Product Knowledge Tests & Quality defect analysis
- Conducting brainstorming and Root Cause Analysis sessions to scope developmental needs
- Disbursing Product & Process updates in line with training governance
- Co-ordinate / conduct refresher training based on TNI
- Conducting appraisals
- Devising individual coaching / learning plans
- Creating/updating training materials for in-house courses including but not limited to Facilitator Guides, Participant Guides, Process Maps and Detailed Process Manuals
- Supervising training delivery during new hire and project transition periods
- Measuring training effectiveness and maintaining all required Training MI, including but not limited to, daily, weekly, monthly reports and dashboards as outlined by training governance
- Monitoring and reviewing the progress of trainees through questionnaires and discussions with managers
- Evaluating trainers and training & development programs through classroom observation sessions
- Responsible for and managing, maintaining and allocating all training material & resources as applicable (training rooms, stationery etc.)
- Deliver one on one coaching and provide feedback whenever required
Education
- Graduate / Post-Graduate in any stream or university equivalent (10+2+3)
Experience
- Overall 7 to 8 years of BPO Experience
- Minimum 3 years of process training experience with 1 year in a similar role
- Insurance domain experience preferred
Desired Skills
- Excellent Communication Skills
- Excellent Presentation skills
- Excellent Interpersonal skills
- Very good analytical abilities
- Very good problem solving abilities
- Good, working proficiency of MS-Office suite, especially MS-Excel
Certifications
- Any Training Certifications, a plus
Environmental Requirements
- Flexible to work in a 9 hour rostered shift
- Flexible to work in a 24/7 environment, with a rotational shift (5 day working)
- Ability to go the extra mile and deliver on time
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