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)