Process Trainer

2 weeks ago

Noida, India Study Group Full time

**Contract type: Full-Time, Permanent**

**Location: Noida**

**JOB OVERVIEW**

As a process trainer, your role is essential in ensuring that employees have the knowledge and skills to effectively execute their job responsibilities. You will be responsible for designing and delivering training programs that focus on specific processes, procedures, and systems within the organization. Through your expertise, you will enable employees to perform their tasks efficiently, promote adherence to company standards, and contribute to the overall success of the business.

**ABOUT THE ROLE**

Learning Design
- Design a systematic training programme which ensures end to end process competence for all team members and supports the centre to deliver on SLA’s at all times.
- Collaborate with Subject Matter Experts and Operations Managers to develop a deep understanding of the needs of the role in the processing centres and develop a competency matrix and tools (eg: formal training, process guides etc) to support staff on a day-to-day basis.
- Design and implement a job-based orientation programme for new joiners and also includes a wider introduction to Study Group’s global operations.
- Plays a key role in the delivery of change in the processing centre - engages early in the planning of operational change to ensure that relevant teams are upskilled at an appropriate time in the change process.

Learning Delivery
- Conduct system and process training as required by the business needs (eg: new hires training, refresher courses, cross-training, and training to support operational changes etc.)
- Facilitate classroom, 1:1 training/coaching or e-learning as required.
- Develop a local training Plan/calendar for the NOIDA hub, to include regular refreshers on key processes and broader skills improvement training.
- Maintain class attendance and performance records of all team members’ training attendance/certifications.

Learning Assessment
- Design and implement a certification process which ensures that all staff have adequately met the skills, knowledge and behavioural requirements of the role, ensuring a shorter speed to performance and continuous improvement in business outcomes.
- In conjunction with Operations Team Leaders, develop and implement a mechanism to continually assess team members against expectations of the role, identifying skill or knowledge gaps and identifying additional training needs to address these.
- Use training assessments, business performance data and feedback from Team Leaders/Quality team to identify and design further training interventions which will support the business to make improvements in key performance metrics such as quality and turnaround times.
- Observes and assessment team members “on-the-job” to identify training gaps and recommend additional support where required.

**ABOUT YOU**

Qualifications:

- Ideally qualified in a relevant degree from a Tier 1 or Tier 2 institute.

Experience Required:

- At least 3-5 years’ experience in a similar role in a global BPO or captive processing centres with complex work processes.
- Proven track record in the design and delivery of operational/process related training training/instruction design programmes which positively impact business performance.
- Experience of using business performance data to identify opportunities for people-related learning interventions.
- Experience of working in a global matrix organisation, and the management of multiple stakeholders.
- A strong track record in end-to-end learning and development, business consulting, people consulting, or HR/people team related roles would be and advantage.
- Prior knowledge in people related topics, e.g., psychology, psychometric assessments, behavioural science, neuroscience, organizational behaviours would be an advantage.
- Competent in use of Excel and other systems to undertake data analysis.

**Personal Attributes**:

- Excellent verbal communication skills for training delivery; must have a dynamic and engaging classroom presence.
- Excellent written communication skills are required; must be able to write in a grammatically correct, clear and concise manner
- Excellent consulting skills, (e.g., critical thinking, proactive problem solving, decision making, and influencing)
- Takes a methodical and analytical approach and shows strong attention to detail.
- Shows a strong bias for action, a keen sense of urgency and the ability to drive results, balancing the delivery of multiple priorities often within short timescales.
- Be a resilient self-starter who can work at pace with mínimal direction and take a very hands-on approach,
- Develops strong relationships with colleagues and stakeholders across Study Group’s global operations.
- Builds confidence with colleagues and stakeholders by taking ownership and demonstrating an understanding of the issues and providing prompt resolution where possible.
- Is flexible to adapt their approach in order to mee

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