Assistant Manager

2 days ago

New Delhi, India WNS Full time

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 requiredEducation -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 preferredDesired 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-ExcelCertifications - Any Training Certifications, a plusEnvironmental 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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