Senior Manager - Training & Quality

Requisition #: R1309689

Key Responsibilities:

• Drive continuous improvement program across processes & Mentor Green Belt/Yellow Belt projects
• Analysis of utilization, efficiency and available data for the process
• Undertake detailed process improvement studies and up skills the team members
• Provide Training and quality support, development of metrics and dashboards in line with customer requirements
• 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
• Should drive Process Control & Compliance in addition to managing Audit requirements
• Should ensure Knowledge consistency through means like calibrations, Quizzes, D-Sat Scrubbing etc.
• 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 behaviour 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 Centre
• 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.

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Concentrix, a wholly-owned subsidiary of SYNNEX Corporation (NYSE: SNX), is a technology-enabled global business services company specializing in customer engagement and improving business performance for some of the world’s best brands. Every day, from more than 40 countries and across 6 continents, our staff delivers next generation customer experience and helps companies better connect with their customers. We create better business outcomes and differentiate our clients through technology, design, data, process, and people.