Role Summary:
- The Training Manager will be responsible for overseeing complete management of the Training & Policy related initiatives.
- Client Management is a critical focus area
- Team Management & Governance is an integral part of the core deliverables
- 13+ Years of Related Experience
- Previous experience in the digital operations is a preference
Training & Development
- Govern the overall training function
- Ensure training need analysis is conducted timely and training is in line with findings
- Track Training Surveys to understand feedback provided to trainers
- Identify and recommend modifications or additions in content to facilitate the learning needs of the new hires as well as tenured agents.
- Conceptualise training interventions as per the learning gaps identified
- Guide trainers in conducting focus group with Operations team, Study BQ & RCA to identify high error areas
- Analyse monthly PKT outcomes and focus on low scoring areas
- Overall governance and monitoring of NH batches and planning
- Discussions with NHs on any behavioural issues before handing it over to HR
- Ensure Training Throughput Attrition & Duration Policy
- Efficiency Improvement & Calibration are maintained as per agreed SLA
- Streamline execution of training - ensure resources such as logistics, trainer, rooms are arranged by team
- Maintain timely completion of interventions
Policy & Content Creation
- Ensure the overall Policy function is running efficiently
- Enable trainers in creating appropriate training content and adopt best practices for content creation
- Manage the overall policy creation to dissemination lifecycle
- Ensure all policy / workflow documentation is accurate and up-to-date
- Review change management content and provide relevant feedback to trainers
- Understand policy needs of the floor and help the team initiate required policies/workflows through policy change requests
- Motivate the team to identify and close any policy gaps
Team Management & Governance
- Provide necessary direction to the team across tasks
- Review performance and conduct performance discussions ➔ Plan and nominate trainers for their developmental trainings
- Ensure optimum resource utilisation and proper work allocation
- Maintain Team Attendance & Assignments
- Define trainer deliverables and conduct one-on-one discussions
- Review performance scorecards for the team, recommend incentives and provide meaningful insights to MIS for evaluating team performance
- Ensure all team trackers are maintained accurately and are up-to-date
- Audit trainer delivery through monthly Trainer Observations & share feedback
- Mentor & coach Trainers and Policy PoCs on their KRAs & drive it towards completion
- Maintain Training & Policy data for project
- Responsible and work closely with business for any escalations, RCAs and training support
- Attend team meetings with the global team
Client Interfacing
- Attend all relevant client meetings and act as the primary point of contact for the client
- Liaise with the client to understand requirements, transfer these into actionables for the team and deliver the expected output
- Ensure all client tasks as delivered based on commitments made
- Create and present Training slides as part of business reviews
- Arrange and oversee client shadows as necessary
