Group Manager

4 weeks ago

Mumbai, Maharashtra, India WNS Full time

Job Description

Group Manager Process Training –

1. Lead, train, evaluate new hires in the system

2. Plan and manage internal reinforcement and refresher trainings and feedback sessions on monthly basis

3. Work collaboratively and conduct TNA/TNI with the Quality and Operations team to identify training needs

4. Interact with client on weekly basis

5. Manage content on the Learning Management System and create training SOPs

6. Identify process gaps and fix them through process changes, refresher trainings, etc.

7. Optimize training processes for efficiency and analyze training effectiveness

8. Plan and implement training programs that will prepare employees for the next level in the domain

9. Implement training KPIs, prepare and present reports on the same

10. Storyboard and prepare learning materials for programs

11. Coach and provide feedback to trainees on their performance in class and on shop floor

12. Create new training content and update existing content to support new hires and existing staff on the floor

13. Class records to be maintained and reports/dashboards to be published to leadership on regular basis

14. Research new training methods and implement them

Qualifications

1. Sound knowledge of travel domain – Reservation and Ticketing, Customer Relations; someone who has full exposure to the airline and travel agency world

2. Overall travel experience of more than 12 years with experience in different domains like Guest Relations, Ticketing

3. Classroom training experience with coaching and feedback of more than 6 years in reservation and ticketing

4. Should have used new age training methodologies to train batches and be aware of various training approaches

5. Should have new hire training experience with adequate coaching and feedback opportunities

6. Ability to conduct TNA/TNI and draw up relevant training plan and training content

7. Good people management and organizational skills

8. Good knowledge of MS Office – PowerPoint, Excel and Word

9. Excellent communication skills

10. Should be able to work on multiple projects at the same time and plan and prioritize tasks

11. Should be able to work in shifts if required by the Operating teams or Clients

12. Should have completed graduation or a similar degree

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