Training Manager

JOB DESCRIPTIONPOSITION / JOB TITLE:Manager – Core TrainingFUNCTION:TrainingPROCESS / DEPARTMENT:Training - IBUGRADE:Manager / M04POSITION REPORTS TO:Director – TrainingPOSITION IS REPORTED BY:Sr Executive/ Officer / Sr. Officer / AM TrainingMAIN RESPONSIBILITIES / ACCOUNTABILITIES:FUNCTIONAL/ OPERATIONAL:Assess minimum skills/ role profile required for frontline staffEnsure that training curriculum is aligned with the minimum skills / role profile assessedEnsure that the Training faculty is skilled to manage the training curriculumDrive efficiency in the new hire training cycleDetermine training requirements by conducting training needs analysis.Manage the strategy for effective utilization of all team resources, including capital and expense budgets.Participate in the design and development of associate materials and curriculum in conjunction with identified needs, performance deficiencies and industry changesProblem solve with sub - ordinates, thereby removing roadblocks to successful task completion.Direct the activities required to develop/deliver/support training across all target audiences.Identify, select and manage external training and accreditation bodies, agencies and providers necessary to deliver required training to appropriate standards.Liaise with other functional/departmental HOD’s/managers so as to understand all necessary aspects and needs of training, and to ensure they meet the objectives, purposes and achievementsDevelop and create training modules, customize them according to specifications of the individuals and as per operational needsEnsure quality of training delivered conforms to pre-defined standardsNeeds to plan, develop and implement strategy for training, discipline, succession planning, morale and motivation, culture and attitudinal development, performance appraisals and quality management issues.Design & Update Training calendar.Conduct Training Evaluation and provide feedbackTrack and analyze effectiveness and progress of programs deliveredPrepare reports and maintain MISconduct quality assessments and audits and provide adequate feedbackLiaise with vendors and professional training organizationsLiaise with external agencies to be well acquainted with industry standards, competitor’s offerings etc.Build relationships with internal customers and monitor key performance driversEnsure that all Service Level Agreements (SLAs) are met consistentlyCreate Monthly / Batch on Batch Efficiency and Effectiveness Dashboards for each client servicedWatches and tracks the completion of Compliance modulesHandle the administrative as well as functional reporting of all the Assistant Managers, Senior Training Officers and Training OfficersEstablish innovative systems and procedures for handling data, reports and continuously improvise on them to reduce paperworkTo have clear understanding of the functioning and hierarchy of each departmentTEAM RELATED:Measure performance of the team for e.g. performance appraisals, confirmation and ongoing feedback and trainingBuild effective vertical and horizontal communication channelsProvide efficient leadership to the teamTo be a role-model for the Team in terms of performance/ behavior/ attitudeFormulate long term plans for the development and motivation of the teamNominate sub-ordinates for suitable training programs sponsored by the organization to enhance their capabilities and skill level.Offer cordial work environment and cohesive work relationship to the reportees to facilitate performance.Coach and mentor sub-ordinates by involving them in decision making process.CLIENT SPECIFIC / ORIENTED:Understand specific Client requirements for each Operation Fulfill client needs in terms of Voice & Accent Training and Customer Service Skills consistentlyPlan and implement quality/ process improvement projects on the floor OCCASSIONAL RESPONSIBILITIES:Ensure adherence to or compliance with all certification standards institutionalized across the organization (e.g. COPC, PCMM etc)QUALIFICATION (Education):Graduate from a reputed Institute or University in any discipline (BA, B.Sc, B.Com, BBM, BHM etc); Certificate Course in the areas of NLP, Train the Trainer or Psychology would be preferredDESIRED YEARS OF EXPERIENCE:5 - 9 years of total prior work experience with minimum 2-3 years as a trainer with exposure in content development and delivery of training programs; Minimum 2 years with the Training function of a voice-based BPO industry is preferred.DESIRED INDUSTRY EXPOSURE:BPO, ITES, Training industryDESIRED ROLE EXPOSURE:Exposure to BPO operations, its constraints & requirements would be advantageous. Stability in previous jobs; Must have preference/aptitude for a career in customer service environment; Must have demonstrated team handling skills in the past, Exposure to systems, policies and practices of the Training and Development function with previous organizations would be a plus. Training Fundamentals (Training Models and Measurements – Blooms Taxonomy, Kirkpatrick etc)