Training Manager

Career Band:

GROUP C1
Hiring Manager:

Seema YOGENDRAPRASAD SHASTRI
Recruiter:

Shrishti GUPTA
Business Unit/Service Line:

Support Function - Chief Operating Office / GDE
Vertical Practice:

Support Function - Chief Operating Office / GDE

Training Manager C1

Strong, experienced manager for CFS Banking Process, well versed with Banking, Contact Centre & Collection experience
To work with Delivery team and Client on taking the ownership of all Training deliverables
Responsible to create training Modules by function/Process/Speciality wise in the process
Improving Accounts/Teams performance and motivate team to achieve desired quality and production targets
Planning and process development - Innovate to optimize production and constantly improve Production, Quality and Turnaround Time
Participate and contribute in client conference calls, management meetings and department meetings
Conduct performance appraisals & reviews for Trainers, AMs etc
Identify training needs and arrange for training, re-training and cross training, as required. Assist Managers AM and Trainers to implement corrective action as required
Support and monitor day-to-day work processes and meet production and Service Level Agreements (SLA) related to Training.
Conduct periodic and surprise audits and checks to ensure compliance with documented policies and procedures
Facilitate to meet contractual obligations and client expectations
Assess & forecast staffing requirements based on client communication and incoming volume
Maintain cost effective and stable workforce to absorb volume volatility
Coordinate with the HR/TA functions to recruit per expected volume and required skill sets
Draw a plan of action in coordination with Managers, AM (Assistant Manager) and the Quality Analyst based on feedback to continue to improve operational & Training performance
Ascertain training areas based on reports from the Quality Analyst and reduce unwanted costs
Development and maintenance of Standard Operating Procedures (SOP) and other documentation to ensure uniformity across teams and processes
Responsible for studying the client processes gathering all information and ensuring seamless implementation
Administrative work management
Working out detailed project plans for implementation through the initial period of pilot testing and establish firm communication channels with the client for all types of escalations
Account management and Client relationship management
Regularly reviews the performance on the program with the client and ensures that the program is indeed running according to client expectations
Ensure periodic reporting and dashboards on the performance and the growth plans
Conducts monthly business review meeting with the client & Stake holders and ensures the resolution of all issues to the satisfaction of the clients
Works out the impact of the requests and the requirements of the client in terms of time, effort and resource cost and makes appropriate decision based on the context
Improve supplier management
Develop process excellence - Cost efficiency
Provide training to meet client SLAs
Develop team excellence
Ensure consistent training Review's with other departments
Create & update knowledge base
Effective Team management and people management
Manage end to end training for new business transitions and ramps
Ensure process compliance with applicable Quality Standards and Client specific processes