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Assistant Manager

3 months ago

Mumbai, India Tata CLiQ Full time
Tata CLiQ is the flagship digital commerce initiative of the Tata Group. It is a multi-category e-commerce platform, operating across categories such as Fashion, Footwear and Accessories, Beauty, and Luxury. It has a unique omnichannel marketplace model offering customers the convenience of quicker delivery (by shipping from store), easy pick-up and returns, across 1,200+ brands and 1,000 stores in 100+ Indian towns and cities. At CLiQ: • We obsess over customer delight. • We are out there to find an alternate way of doing e-commerce. • We carry an attitude to develop a culture of learning and continuous improvement, both for people and processes. • We believe in Uncomfortable Transparency. • We will always be respectful, empathetic, and caring about the well-being of our teams. • we encourage experiments and creativity in Technology. • We develop and use technology to enhance day-to-day life and have a positive impact on customers. • We encourage experiments and creativity in Technology.We are committed to strengthening diversity, equity, and inclusion at the workplace through an enabling environment, supportive work-life policies for employees, and a culture that welcomes differences and creates a sense of belonging. We strive to create a work environment where all employees can develop and grow to achieve their full potential. We are an equal opportunity employer and are committed to maintaining respect and dignity for all”

JOB DESCRIPTION

Assistant Manager – Process Training & Development

KEY RESPONSIBILITIES

Ensuring strategic alignment of the training department with business goals Evaluating individual and organizational performance to ensure training is meeting business needs and improving performance Identifying training needs by consulting with stakeholders and using needs assessments Developing and delivering training solutions that meet business needs Optimizing training processes for efficiency Selecting and managing resources, including working with both internal stakeholders and training vendors to develop and deliver training Lead Training Delivery (New Hire / Upskilling / Cross Training / Refresher Training) & Content ManagementLead a Team of Trainers, Coaches, TL’s to enable training deliveryEvaluate Trainers and provide feedback to improve performance and facilitationWork with respective Trainers to create a robust TNI / Refresher plan to improve agent performance within classroom training & live environmentEnsure In house certification on each version of the Training ManualIdentify projects to improve training effectiveness for new hires impacting throughout, attrition & other key deliverablesManaging the technologies and technical personnel required to develop, manage and deliver training Motivate and Mentor the team to deliver against KPIs as per business requirementsManage escalations with required inputs and feedback to the teamPreparing business reviews Review team performance at periodic intervals, provide timely feedback and work with BQ performers to help them come up the curveEnsure functional requirements for Internal & External Audits are met from Product/Process standpointPerform FMEA to derive factors acting as a roadblock to Training Delivery, backed by designing & implementation of appropriate action plans to curb the curveStakeholder & Vendor ManagementPlanning & Forecasting training requirements for assigned business accountsThe Training Manager serves as the first managerial line of decision-making covering all related training initiatives, activities and deliverables as well as the management and development of the team for the specific programsInitiates calibration sessions with the vendor teams to ensure consistency in the implementation of performance standardsDevelops long-term strategy and process improvement initiatives impacting Training through constant reviews and needs analysisLiaise with other departments Operations, Quality in ensuring achievement of learning and training goals for the campaign through meaningful calibrations, huddles and meetingsManage and develop team for the assigned program(s) through classroom assessments, certification, coaching and structured consultationsEvaluates the performance of staff according to their respective schedules; maintains objectivity in the rating process by ensuring that ratings are supported by pertinent documents; discusses the rating with the employee for a better understanding of their performanceConducts departmental meetings to keep the team updated on current issues, new incidents encountered on each training class, and project updates on a regular basis

DESIRED CANDIDATE PROFILE

·Strong interpersonal skills with the ability to communicate and work with people across multiple levels and functions ·A continuous improvement and best practice attitude·Organized, meticulous attention to detail·Committed to a high standard of excellence which includes working professionally and ethically·Demonstrates self-drive and initiative·Good judgment and sound problem-solving abilitiesAbility to work within challenging environment with tight delivery timelines

EDUCATIONAL BACKGROUND

·Graduate/Post GraduateThe opportunities we have are perfect for highly motivated and talented candidates.We are looking for candidates who have a strong passion for customers, a high level of comfort with uncomfortable transparency, and a keen sense of ownership and drive to deliver results.So QUiQ - PiQ – CliQ before the opportunity is missed.