Senior Training Manager

6 days ago

Hyderabad, India Firstsource Full time
A RP Sanjiv Goenka Group company. Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, the UK, India, and Philippines. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services and Insurance Verticals. Our Clientele includes Fortune 500 & FTSE 100 companies.

To know more about Firstsource please visit our website Summary

Manager Training is responsible for developing and implementing training framework & strategy for the external client that helps end to end training delivery (Pre-Process, Process & Continuous improvement) and increase value for the client and FSL

2-3 years’ experience in BPO.

Principal Duties/Responsibilities

Key Deliverables

§ Manage and coordinate all aspects of the Shipping/logistics process, including booking

space, arranging transportation and handling documentation

§ Manage culture and process training to the new hires or training sessions and refresher

trainings on the floor or Virtually (Teams application) or face to face in the training room.

§ Develop & implement standard training methodology to include guidelines, policies

and procedures for the assigned client

§ Work with the Operations lead and Quality managers to perform Training need

Analysis and implement action plans for continuous improvement

§ Ensure that the training framework is robust and helps in efficiently managing performance

§ Review and present regular management information on training delivery and improvements

§ Manage and oversee the development of the existing training teams

§ Meet KRA’s as agreed and any that may get added due to business needs

§ Constructively challenge the organisation to constantly improve efficiency and performance

Relationship management

§ Work with leaders and managers within the Business to meet client and company objectives and

bring in value add

§ Develops, promotes and enhances a culture of “client first” service to ensure consistent delivery of excellent client service and client retention

People management/ development

§ Manages the performance of all direct reports through the formal performance management system. Responsible for Succession planning

§ Lead the training team to meet all FSL objectives and client goals.

§ Lead teams to constructively challenge the organisation to constantly improve operational capability and performance § Identifying development needs for both individuals and the team as a whole. Works with concerned partners to optimize training and development opportunities and implement appropriate plan of action

Qualifications:

Bachelor’s degree from institute of repute

Regards

Rashmi Mall

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