Role & responsibilities

Responsible for the Site/Operating Center-wide L&D operations for all programs & clients.
US Shifts
Responsible for managing the internal operating center/ KPIs for the operating center/site.
Responsible for hiring, training, & managing a team of Managers, Training Specialists & Coordinator
Responsible for in-class/nesting supervision & coaching for all training staff in the operating center/site.
Responsible for the consistency/execution/results/coordination & delivery of New Hire Training, Nesting & BQM for the operating center/site/
Responsible for the throughput & New Hire Attrition as deemed by the upstream processes 0 through end of Nesting + 30 days (varying degrees of accountability).
Coaching, Development & Performance Management of the Training Specialists, Training Mangers, Coordinators etc.
Responsible for budgetary compliance & maintaining of ratios & hcs.
Responsible for consistency & compliance to all mandated tools, templates, formats & reporting guidelines.

Preferred candidate profile

a) Plans, project manages, executes & ensures training delivery (New Hire + Ongoing) for clients globally.

b) Coach & Develop training specialists & managers in their core competencies. Observe class, nesting & BQM delivery and lead coach sessions for the group.

c) Proactively engages and manages the operating-center service delivery relationship.

d) Partners with stakeholders to support revenue growth and demands for the operating center.

e) Represents L&D in all relevant strategic and tactical forums; internal & external for the operating center.

f) Partners with Service Delivery/Quality to determine needs and gaps within the operating site.

g) Conducts & leads detailed gaps & needs analysis and post-training assessment initiatives for the program.

h) Proactively seeks to improve Training Delivery for the site via content, context & curriculum analysis. Uses other acceptable ISD/Improvement Methodologies as applicable..

i) Collate, audit and report out all client related billable/non-billable reports and any and every other reporting requirements via MIS Analyst/Coordinator (by client)

j) Lead special projects or new business developments that require specialized training attention.

k) Maintain updated hiring & resource planners for all the operating center/site.

l) Ensures consistency & compliance to all mandated tools, & reporting guidelines – (via Training Specialists/Managers & Coordinator).

m) Ensure updated knowledge of the two key programs at the operating center with self at all times.

n) Ensures the tracking & assessment of the key performance indicators, including attrition & 30-60-90 days performance post nesting for each wave.

o) Creates weekly Learning and development site report.

p) Participates in weekly/bi-weekly performance calls with Enterprise Managers, SD & Client as required

q) Management of the Site Training Budget; people (VTF & Trainers utilization), facilities and equipment. Drive hiring and sourcing.

r) Perform other related duties and assignments as required and as assigned by supervisor or manager.

Education:

Any Graduate

Training Manager