Sr Manager, Training

1 month ago


hyderabad, India Concentrix Full time
Job Description
· Drive continuous improvement program across processes
· Analysis of utilization, efficiency and available data for the process
· Undertake detailed process improvement studies and up skills the team members
· Mentor Green Belt/Yellow Belt projects
· Drive culture of continuous improvement
· Provide Training and quality support, development of metrics and dashboards in line with customer requirements
· Ability to lead a team, coordinate with other location and drive standardized practices
· Should meet and exceed client metrics: External & internal quality metric should be consistently green
· Strengthen quality management processes/framework to improve quality delivery
· Accurately capture SLA/SLO Metrics, the reporting needs of each of the client and set up/customize processes to seamlessly meet client's expectation
· Ability to get out of the box ideas and Process Improvement Initiatives in the process
· Should drive Process Control & Compliance in addition to managing Audit requirements
· Should ensure Knowledge consistency through means like calibrations, Quizzes, D-Sat Scrubbing etc.
· Should have persuasive, collaborative and influencing skills
· Strong interpersonal skills to manage client expectations/engagements effectively
· Excellent Transactional Quality Domain Knowledge
· Strong Process Knowledge and Compliance to Multiple Audit Postures
· Design overall framework of learning development for associates across all locations in India
· Translate E business drivers to performance requirements and accordingly identify/design learning interventions that provide greater flexibility of learning options
· Define functional learning paths that are directly linked to organizational and business goals by establishing and maintaining partnerships with key business leaders, HR Generalists and the Performance Management team
· Define a framework for measurement and analysis of learning impact on change in associate behavior and performance
· Ensure consistency in training content effectiveness by defining and operationalizing a content evaluation framework for programs
· Design and develop outline for associate and senior leader on-boarding
· Integrate continued education as part of overall associate development by defining and managing an education reimbursement policy for higher education programs and certifications
· Assist business in evaluating and selecting internal candidates for supervisor roles by designing and conducting an Assessment Center
· Create overall Learning function budget and define processes for forecasting and monitoring expenses
· Ensure greater visibility of Learning function through branding initiatives such as Learning Fairs, theme-based mailers, awareness posters, open forums, Intranet sites, and SharePoint sites
· Ensure improved learner experience by standardizing all participant guides, program presentations, facilitator guides, and other collateral material for current Internal training programs.
· Facilitate mid-level leader development global program across locations
Skills & Experience
· Overall experience of 12-15 years
· Quality Expert
· Knowledge and experience of minimum 5 years in running Trust & Safety Accounts
· Demonstrated success in Transactional Quality
· Exposure to different improvement frameworks like six sigma, lean
· Thorough knowledge of MS office tools like Power point and awareness of BI tools such as SAS, SPSS project, excel are critical for the job
· Strong communication & facilitation skills
· Strong analytical skill- ability to work with huge volume of data using statistical tools
· Flexible approach to tackling projects
· Good team player
· Good presentation skills
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