Quality and Training manager
- Responsible for managing the training function End to End for multiple LOBs / Sites / Locations within the process
- Plan, observe and ensure Trainer Development using effective methods such as classroom training, observations, demonstrations, on-the-job training, meetings, mentoring and workshops
- Aligning Trainers roster weekly to provide maximum coverage for tasks such as New Hire transaction monitoring, coaching completion and Refresher Trainings
- Assess Trainers facilitation skills during classroom training sessions and provide feedback
- Govern Trainer calibration sessions on product knowledge
- Supervise training team through regular team reviews on performance (such as upskilling targets, throughput, first pass, refresher training coverage)
- Conduct monthly one-on-one feedback sessions with Trainers
- Manage new hire and teams early warning system and retention
- Support trainers during Nesting phase and ensure all the activities are performed as per the standard process and procedure
- Drive monthly knowledge checks and refresher training completion basis TNA (training need analysis) and publish refresher completion reports with pre / post performance to show any improvement
- Collect Data and perform analysis and RCA on metrics and publish reports accordingly
- Training Performance Management
- Training Reporting and Analysis
- Process Improvement Projects
- Engage self and team members in learning / upskilling, create succession plans and ensure continuous development of team members
- Recommending changes / improvisation of Training modules basis various changes in the business
- Maintaining & Updating the Training module to measure efficiency & effectiveness
- Drive various projects with measurable improvements to improve 090-day performance on the ground.
- Create & Deploy a rigorous change management process for all product updates both Major & Minor
