Training Manager

JOB DESCRIPTIONPOSITION / JOB TITLE:Manager – Core TrainingFUNCTION:TrainingPROCESS / DEPARTMENT:Training - IBUGRADE:Manager / M04POSITION REPORTS TO:Director – TrainingPOSITION IS REPORTED BY:Sr Executive/ Officer / Sr. Officer / AM TrainingMAIN RESPONSIBILITIES / ACCOUNTABILITIES:FUNCTIONAL/ OPERATIONAL:- Assess minimum skills/ role profile required for frontline staff- Ensure that training curriculum is aligned with the minimum skills / role profile assessed- Ensure that the Training faculty is skilled to manage the training curriculum- Drive efficiency in the new hire training cycle- Determine training requirements by conducting training needs analysis.- Manage the strategy for effective utilization of all team resources, including capital and expense budgets.- Participate in the design and development of associate materials and curriculum in conjunction with identified needs, performance deficiencies and industry changes- Problem solve with sub - ordinates, thereby removing roadblocks to successful task completion.- Direct the activities required to develop/deliver/support training across all target audiences.- Identify, select and manage external training and accreditation bodies, agencies and providers necessary to deliver required training to appropriate standards.- Liaise with other functional/departmental HOD’s/managers so as to understand all necessary aspects and needs of training, and to ensure they meet the objectives, purposes and achievements- Develop and create training modules, customize them according to specifications of the individuals and as per operational needs- Ensure quality of training delivered conforms to pre-defined standards- Needs to plan, develop and implement strategy for training, discipline, succession planning, morale and motivation, culture and attitudinal development, performance appraisals and quality management issues.- Design & Update Training calendar.- Conduct Training Evaluation and provide feedback- Track and analyze effectiveness and progress of programs delivered- Prepare reports and maintain MIS- conduct quality assessments and audits and provide adequate feedback- Liaise with vendors and professional training organizations- Liaise with external agencies to be well acquainted with industry standards, competitor’s offerings etc.- Build relationships with internal customers and monitor key performance drivers- Ensure that all Service Level Agreements (SLAs) are met consistently- Create Monthly / Batch on Batch Efficiency and Effectiveness Dashboards for each client serviced- Watches and tracks the completion of Compliance modules- Handle the administrative as well as functional reporting of all the Assistant Managers, Senior Training Officers and Training Officers- Establish innovative systems and procedures for handling data, reports and continuously improvise on them to reduce paperwork- To have clear understanding of the functioning and hierarchy of each departmentTEAM RELATED:- Measure performance of the team for e.g. performance appraisals, confirmation and ongoing feedback and training- Build effective vertical and horizontal communication channels- Provide efficient leadership to the team- To be a role-model for the Team in terms of performance/ behavior/ attitude- Formulate long term plans for the development and motivation of the team- Nominate sub-ordinates for suitable training programs sponsored by the organization to enhance their capabilities and skill level.- Offer cordial work environment and cohesive work relationship to the reportees to facilitate performance.- Coach and mentor sub-ordinates by involving them in decision making process.CLIENT SPECIFIC / ORIENTED:- Understand specific Client requirements for each Operation- Fulfill client needs in terms of Voice & Accent Training and Customer Service Skills consistently- Plan and implement quality/ process improvement projects on the floorOCCASSIONAL RESPONSIBILITIES:- Ensure adherence to or compliance with all certification standards institutionalized across the organization (e.g. COPC, PCMM etc)QUALIFICATION (Education):Graduate from a reputed Institute or University in any discipline (BA, B.Sc, B.Com, BBM, BHM etc); Certificate Course in the areas of NLP, Train the Trainer or Psychology would be preferredDESIRED YEARS OF EXPERIENCE:5 - 9 years of total prior work experience with minimum 2-3 years as a trainer with exposure in content development and delivery of training programs; Minimum 2 years with the Training function of a voice-based BPO industry is preferred.DESIRED INDUSTRY EXPOSURE:BPO, ITES, Training industryDESIRED ROLE EXPOSURE:Exposure to BPO operations, its constraints & requirements would be advantageous. Stability in previous jobs; Must have preference/aptitude for a career in customer service environment; Must have demonstrated team handling skills in the past, Exposure to systems, policies and practices of the Training and Development function with previous organizations would be a plus. Training Fundamentals (Training Models and Measurements – Blooms Taxonomy, Kirkpatrick etc)