Corporate Training Manager

4 weeks ago


Bengaluru Bangalore, India Mpowering HR Solutions Full time
Customer Service:

* Drive Customer Excellence for Omnichannel.

* Design and deliver best in class training programs for Customer Service representatives, Supervisors and Leaders.

* Design a training curriculum and role play exercises on service level standards.

* Assess the effectiveness of customer service training programs.

Refresher & NPRO:

* Coordinate with Stakeholders to identify the new process and refresher training requirements.

* Identify mechanism to track the effectiveness of the agreed programs and share with the Process Excellence team.

* Coordinate with Process Excellence team to publish the completion and effectiveness of the agreed programs.

Train the trainer:

* Conduct regular train the trainer programs for on new content.

* Conduct train the trainer program on the refresher and new process requirement as per business requirement

Content:

* Ensure updated content is available for the trainers.

* Create lesson plan and ppts for each role.

* Assess the content on regular basis and update it accordingly.

* Coordinate with the Digital Learning team to assess newer ways of training.

* Making content available for the Digital Learning team.

* Create, evaluate, and assess effectiveness and quality of training materials and content.

Measuring Training Effectiveness:

* Coordinate with Stakeholders to devise mechanisms to evaluate effectiveness for each role as per Kirkpatrick Model.

* Share the mechanism of evaluating it with the Process Excellence team.

* Share parameters on auditing the trainings conducted with Process Excellence team.

* Track and monitor them as per agreed timelines.

* Coordinate with Process Excellence team to publish the completion and effectiveness of the agreed programs.

* Define future needs by reviewing and analyzing training and business performance metrics

Coordination with Stakeholders:

* Collaborate with managers to define training needs of their teams and execute it.

* Coordinate with stakeholders to share weekly and monthly training progress.

* Coordinate with stakeholders to identify training requirements – new process & refresher.

* Keep the stakeholder updated with the training content.

Solving Training Related Problems:

* Identify training related problems and solving them with innovative ideas.

* Analyze training data, recurring patterns to identify business problems and solve with new and innovative ideas.

* Discuss, brainstorm and pitch ideas to the relevant stakeholders and effectively devise a plan of action to solve the issue with the learning strategy.

* Implement the learning strategy for respective LOBs and ensure to train all the members responsible.

* Ensure to increase the efficiency of the existing processes post implementation of new ideas and strategies.


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