Learning Experience Architect

About the Role:

We are seeking an accomplished Training Manager to lead our learning and development initiatives. The successful candidate will be responsible for crafting and delivering impactful training programs that enhance the skills of frontline staff.

Main Responsibilities:

• Assess minimum skills/role profiles required for frontline staff and ensure training curriculum alignment.
• Drive efficiency in the new hire training cycle by streamlining processes and reducing bottlenecks.
• Determine training requirements through thorough needs analysis and develop effective training strategies.
• Manage team resources efficiently and direct activities required to develop/deliver/support training across all target audiences.
• Select and manage external training and accreditation bodies, agencies, and providers necessary to deliver required training.
• Liaise with other functional/departmental heads/managers to understand all necessary aspects and needs of training.
• Develop and create customized training modules according to specifications of individuals and operational needs.
• Ensure quality of training delivered conforms to pre-defined standards.
• Plan, develop, and implement strategy for training, discipline, succession planning, morale, motivation, culture, and attitudinal development, performance appraisals, and quality management issues.
• Design and update training calendars and conduct regular evaluations to provide feedback.
• Track and analyze effectiveness and progress of programs delivered and prepare reports and maintain MIS.
• Conduct quality assessments and audits and provide adequate feedback.
• Liaise with vendors and professional training organizations to stay updated on industry trends and best practices.
• Liaise with external agencies to familiarize yourself with industry standards, competitor offerings, and market conditions.
• Build strong relationships with internal customers and monitor key performance drivers.
• Ensure consistent adherence to Service Level Agreements (SLAs) and create efficient dashboards for client services.
• Monitor compliance module completion and handle administrative and functional reporting of team members.
• Establish innovative systems and procedures for handling data and reports and continuously improve them to reduce paperwork.

Team Management:

• Measure team performance through performance appraisals, confirmation, ongoing feedback, and training.
• Establish effective communication channels within the team.
• Provide leadership and mentorship to team members and nominate them for suitable training programs.
• Create a positive work environment and cohesive work relationship among team members.

Client Orientation:

• Understand specific client requirements for each operation and fulfill their needs consistently.
• Plan and implement quality/process improvement projects on the floor.

Occasional Responsibilities:

• Ensure adherence to or compliance with all certification standards institutionalized across the organization.

Qualification and Experience:

A graduate from a reputable institute or university in any discipline is preferred. A certificate course in NLP, Train the Trainer, or Psychology would be advantageous.

A minimum of 5-9 years of total prior work experience with at least 2-3 years as a trainer, with exposure to content development and delivery of training programs. A minimum of 2 years' experience in the Training function of a voice-based BPO industry would be beneficial.

BPO, ITES, and Training industries' exposure is desired. Experience in BPO operations, its constraints, and requirements would be advantageous.