Senior Training Manager

3 months ago


Gurugram, India IGT Solutions Full time

Job description

Senior Manager Training will be responsible for up skilling and endorsement of Process Trainers and communication Trainers. Improving Training throughput by evaluating current training effectiveness and methodology. Content development, L&D, effective client and stakeholder management. TNI/TNA for LOBS along with POA and meeting training requirements from audit standpoints.

Job Responsibilities:

  • Lead Training Delivery (New Hire / Upskilling / Cross Training / Refresher Training) & Content Management (GF / PG)
  • Lead a Team of Trainers, Coaches, TL to enable training delivery
  • Evaluate Trainers and provide feedback to improve performance and facilitation
  • Responsible for Trainer Grooming & Endorsement on Platform / Technical Skills
  • Work with respective Trainers to create a robust TNI / Refresher plan to improve agent performance within classroom training & live environment
  • Seek client / In house certification on each version of the Training Manual
  • Identify projects to improve training effectiveness for new hires impacting throughout, attrition & other key deliverables
  • Manage the team members aligned from a career perspective
  • Motivate and Mentor the team to deliver against KPIs as per business requirements
  • Manage escalations with required inputs to client and feedback to the team
  • Preparing business reviews Internal & Client
  • Review team performance at periodic intervals, provide timely feedback and work with BQ performers to help them come up the curve
  • Ensure functional requirements for Internal & External Audits are met from Product/Process standpoint
  • Perform FMEA to derive factors acting as a roadblock to Training Delivery, backed by designing & implementation of appropriate action plans to curb the curve
  • Stakeholder & Client Management
  • Planning & Forecasting training requirements for assigned business accounts
  • Must Have Experience in Travel Domain.



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