Assistant Manager - Process Training - Bangalore

Job Description:

- Reporting to Group Manager / Sr. Group Manager Training

- Ensuring strict and absolute compliance to the training governance plan of the business

- Identifying training and development needs through Product Knowledge Tests & Quality defect analysis

- Conducting brainstorming and Root Cause Analysis sessions to scope developmental needs

- Disbursing Product & Process updates in line with training governance

- Co-ordinate / conduct refresher training based on TNI

- Conducting appraisals

- Devising individual coaching / learning plans

- Creating/updating training materials for in-house courses including but not limited to Facilitator Guides, Participant Guides, Process Maps and Detailed Process Manuals

- Supervising training delivery during new hire and project transition periods

- Measuring training effectiveness and maintaining all required Training MI, including but not limited to, daily, weekly, monthly reports and dashboards as outlined by training governance

- Monitoring and reviewing the progress of trainees through questionnaires and discussions with managers

- Evaluating trainers and training & development programs through classroom observation sessions

- Responsible for and managing, maintaining and allocating all training material & resources as applicable (training rooms, stationery etc.)

- Deliver one on one coaching and provide feedback whenever required

Education

- Graduate / Post-Graduate in any stream or university equivalent (10+2+3)

Experience

- Overall 7 to 8 years of BPO Experience

- Minimum 3 years of process training experience with 1 year in a similar role

- Insurance domain experience preferred

Desired Skills

- Excellent Communication Skills

- Excellent Presentation skills

- Excellent Interpersonal skills

- Very good analytical abilities

- Very good problem solving abilities

- Good, working proficiency of MS-Office suite, especially MS-Excel

Certifications

- Any Training Certifications, a plus

Environmental Requirements

- Flexible to work in a 9 hour rostered shift

- Flexible to work in a 24/7 environment, with a rotational shift (5 day working)

- Ability to go the extra mile and deliver on time