Tata CLiQ Process Training and Development Manager
3 weeks ago
Job Summary:
Tata CLiQ is seeking an experienced Assistant Manager to lead the Process Training & Development team. As a key member of our team, you will be responsible for ensuring strategic alignment of the training department with business goals, evaluating individual and organizational performance, and identifying training needs.
Key Responsibilities:
• Ensure strategic alignment of the training department with business goals
• Evaluate individual and organizational performance to ensure training is meeting business needs and improving performance
• Identify training needs by consulting with stakeholders and using needs assessments
• Develop and deliver training solutions that meet business needs
• Optimize training processes for efficiency
• Select and manage 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 Background:
• Graduate/Post Graduate
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