Sr. Manager, Training & Quality

The Role

We are looking for a seasoned professional who would oversee training and transactional quality as a function for multiple technical accounts in Bangalore location. The identified resource is expected to lead Standardization, adoption of best practices from the industry and implement the new concepts of training & quality, which help meet our overall business objectives

Essential Job Elements:

Drive continuous improvement program across processes

Analysis of utilization, efficiency and available data for the process

Undertake detailed process improvement studies and up skills the team members

Mentor Green Belt/Yellow Belt projects

Drive culture of continuous improvement

Provide Training and quality support, development of metrics and dashboards in line with customer requirements

Ability to lead a team, coordinate with other location and drive standardized practices

Should meet and exceed client metrics: External & internal quality metric should be consistently green

Strengthen quality management processes/framework to improve quality delivery

Accurately capture SLA/SLO Metrics, the reporting needs of each of the client and set up/customize processes to seamlessly meet client's expectation

Ability to get out of the box ideas and Process Improvement Initiatives in the process

Should drive Process Control & Compliance in addition to managing Audit requirements

Should ensure Knowledge consistency through means like calibrations, Quizzes, D-Sat Scrubbing etc.

Should have persuasive, collaborative and influencing skills

Strong interpersonal skills to manage client expectations/engagements effectively

Excellent Transactional Quality Domain Knowledge

Strong Process Knowledge and Compliance to Multiple Audit Postures

Design overall framework of learning development for associates across all locations in India

Translate E business drivers to performance requirements and accordingly identify/design learning interventions that provide greater flexibility of learning options

Define functional learning paths that are directly linked to organizational and business goals by establishing and maintaining partnerships with key business leaders, HR Generalists and the Performance Management team

Define a framework for measurement and analysis of learning impact on change in associate behavior and performance

Ensure consistency in training content effectiveness by defining and operationalizing a content evaluation framework for programs

Design and develop outline for associate and senior leader on-boarding

Integrate continued education as part of overall associate development by defining and managing an education reimbursement policy for higher education programs and certifications

Assist business in evaluating and selecting internal candidates for supervisor roles by designing and conducting an Assessment Center

Create overall Learning function budget and define processes for forecasting and monitoring expenses

Ensure greater visibility of Learning function through branding initiatives such as Learning Fairs, theme-based mailers, awareness posters, open forums, Intranet sites, and SharePoint sites

Ensure improved learner experience by standardizing all participant guides, program presentations, facilitator guides, and other collateral material for current Internal training programs.

Facilitate mid-level leader development global program across locations

Profile and Experience:

Overall experience of 12-15 years

Quality Expert

Knowledge and experience of minimum 5 years in running COMO Accounts

Demonstrated success in Transactional Quality

Exposure to different improvement frameworks like six sigma, lean

Thorough knowledge of MS office tools like Power point and awareness of BI tools such as SAS, SPSS project, excel are critical for the job

Strong communication & facilitation skills

Strong analytical skill- ability to work with huge volume of data using statistical tools

Flexible approach to tackling projects

Good team player

Good presentation skills