Process Training and Development Manager
4 weeks ago
Job Summary:
Tata CLiQ is seeking a highly motivated and experienced Assistant Manager to lead the process training and development team. The successful candidate will be responsible for ensuring strategic alignment of the training department with business goals, evaluating individual and organizational performance, and developing and delivering training solutions that meet business needs.
Key Responsibilities:
Ensuring strategic alignment of the training department with business goals
Evaluating individual and organizational performance to ensure training is meeting business needs and improving performance
Identifying training needs by consulting with stakeholders and using needs assessments
Developing and delivering training solutions that meet business needs
Optimizing training processes for efficiency
Selecting and managing resources, including working with both internal stakeholders and training vendors to develop and deliver training
Lead Training Delivery (New Hire / Upskilling / Cross Training / Refresher Training) & Content Management
Lead a Team of Trainers, Coaches, TL's to enable training delivery
Evaluate Trainers and provide feedback to improve performance and facilitation
Work with respective Trainers to create a robust TNI / Refresher plan to improve agent performance within classroom training & live environment
Ensure In house certification on each version of the Training Manual
Identify projects to improve training effectiveness for new hires impacting throughout, attrition & other key deliverables
Managing the technologies and technical personnel required to develop, manage and deliver training
Motivate and Mentor the team to deliver against KPIs as per business requirements
Manage escalations with required inputs and feedback to the team
Preparing business reviews
Review team performance at periodic intervals, provide timely feedback and work with BQ performers to help them come up the curve
Ensure functional requirements for Internal & External Audits are met from Product/Process standpoint
Perform FMEA to derive factors acting as a roadblock to Training Delivery, backed by designing & implementation of appropriate action plans to curb the curve
Stakeholder & Vendor Management
Planning & Forecasting training requirements for assigned business accounts
Desired Candidate Profile:
Strong interpersonal skills with the ability to communicate and work with people across multiple levels and functions
A continuous improvement and best practice attitude
Organized, meticulous attention to detail
Committed to a high standard of excellence which includes working professionally and ethically
Demonstrates self-drive and initiative
Good judgment and sound problem-solving abilities
Ability to work within challenging environment with tight delivery timelines
Education:
Graduate/Post Graduate
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