Senior Training Manager
1 month ago
A RP Sanjiv Goenka Group company. Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, the UK, India, and Philippines. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services and Insurance Verticals. Our Clientele includes Fortune 500 & FTSE 100 companies.
To know more about Firstsource please visit our website www.firstsource.com
Job Summary
Manager Training is responsible for developing and implementing training framework & strategy for the external client that helps end to end training delivery (Pre-Process, Process & Continuous improvement) and increase value for the client and FSL
2-3 years’ experience in BPO.
Principal Duties/Responsibilities
Key Deliverables
§ Manage and coordinate all aspects of the Shipping/logistics process, including booking
space, arranging transportation and handling documentation
§ Manage culture and process training to the new hires or training sessions and refresher
trainings on the floor or Virtually (Teams application) or face to face in the training room.
§ Develop & implement standard training methodology to include guidelines, policies
and procedures for the assigned client
§ Work with the Operations lead and Quality managers to perform Training need
Analysis and implement action plans for continuous improvement
§ Ensure that the training framework is robust and helps in efficiently managing performance
§ Review and present regular management information on training delivery and improvements
§ Manage and oversee the development of the existing training teams
§ Meet KRA’s as agreed and any that may get added due to business needs
§ Constructively challenge the organisation to constantly improve efficiency and performance
Relationship management
§ Work with leaders and managers within the Business to meet client and company objectives and
bring in value add
§ Develops, promotes and enhances a culture of “client first” service to ensure consistent delivery of excellent client service and client retention
People management/ development
§ Manages the performance of all direct reports through the formal performance management system. Responsible for Succession planning
§ Lead the training team to meet all FSL objectives and client goals.
§ Lead teams to constructively challenge the organisation to constantly improve operational capability and performance § Identifying development needs for both individuals and the team as a whole. Works with concerned partners to optimize training and development opportunities and implement appropriate plan of action
Qualifications:
Bachelor’s degree from institute of repute
Regards
Rashmi Mall
rashmi.mall@firstsource.com
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