Strategic Training Development Manager

5 days ago

Bengaluru Bangalore Mumbai, India beBeeStrategic Full time US$ 1,50,000 - US$ 2,00,000

Develop and implement innovative training strategies to enhance customer journey and learning experience.

Key Responsibilities:

  • Create end-to-end training interventions that drive business outcomes across the employee life cycle.
  • Lead project delivery teams in adopting process excellence principles, practices, and tools to ensure timely, cost-effective, and high-quality results.
  • Collaborate with operations, process excellence, and analytics teams to achieve key business objectives.
  • Optimize client delivery and reduce costs through process improvements and automation.
  • Enhance learner experience and improve overall delivery by bringing industry standards and best practices to life.
  • Implement automation projects leveraging AI, ML, and RPA capabilities.
  • Manage compliance and business risk for all accounts by proactively identifying and mitigating risks.
  • Stay up-to-date with industry training standards and partner with cross-functional teams to drive implementation.
  • Partner on Total Net Impact (TNI) creation and advise on improvement journeys.
  • Utilize strategic tools like six sigma, lean, design thinking, and agile methodologies to stay ahead of competition and create a niche brand.
  • Lead the migration of new businesses from client sites to desired work locations.
  • Participate in business pitches and capability demonstrations with new and existing clients.
  • Work closely with clients to understand their products/services and design/customize training content and delivery to ensure efficient knowledge transfer.
  • Deliver key performance indicators (KPIs) such as STC/STP, throughput, early tenure attrition, training time reduction, cost reduction, customer experience, and risk management.

People Management:

  • Manage a team of senior managers and managers for all mortgage business clients.
  • Plan people development and succession planning for the team.
  • Identify key skills and qualifications and plan upskilling to meet business and industry standards.
  • Responsible for annual goals and monthly reviews for team members.
  • Create a culture of customer experience across all teams.
  • Foster a culture of learning and innovation across levels.

Experience and Certifications:

Required: Graduate/Postgraduate with 15+ years' experience

  • Experience in digital transformation using AI and RPA tools.
  • Experience in leading six sigma, lean projects.
  • Experience in leading client interactions.
  • Experience working with diverse cultures and multiple stakeholders.
  • Experience developing and implementing training practices successfully across various clients.
  • Experience transitioning new clients.
  • Mortgage industry expertise.
  • Six Sigma trained and certified.

Essential Skills:

Critical:

  • Excellent communication and presentation skills.
  • Planning and execution skills.
  • Ability to identify current and future needs of the center.
  • Good interpersonal skills and analytical skills.
  • Ability to manage critical customer metric performance.
  • Self-driven and assertive.

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