Corporate Training Manager
4 weeks ago
* 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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