Deputy Manager

6 days ago

bangalore, India WNS Full time

Job DescriptionTo identify training needs and manage/co-ordinate/plan/deliver and monitor process training & upskilling programmes for all employeesKey Responsibilities: - Ensuring strict and absolute compliance to the training governance plan of the business- Identifying training and development needs through Product Knowledge Tests & Quality defect analysis- Conducting brainstorming and Root Cause Analysis sessions to scope developmental needs- Disbursing Product & Process updates in line with training governance- Co-ordinate / conduct refresher training based on TNI- Conducting appraisals- Devising individual coaching / learning plans- Creating/updating training materials for in-house courses including but not limited to Facilitator Guides, Participant Guides, Process Maps and Detailed Process Manuals- Supervising training delivery during new hire and project transition periods- Measuring training effectiveness and maintaining all required Training MI, including but not limited to, daily, weekly, monthly reports and dashboards as outlined by training governance- Monitoring and reviewing the progress of trainees through questionnaires and discussions with managers- Evaluating trainers and training & development programmes through classroom observation sessions- Responsible for and managing, maintaining and allocating all training material & resources as applicable (training rooms, stationery etc.)- Deliver one on one coaching and provide feedback whenever required- Ensure training plans in place, Training docs like SOP's, process maps's- Ensure timely sign off / accreditation of the staff in training- Manage day performance for the staff signed off- Ensure ramp-up targets for the new learners into productivityQualificationsGraduate minimumPost Graduate preferable Previous Training experience mandatory especially around migrations of new process and operations know how into customer service Min 6 years into BPO & Min. 3 year in training

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