AM/ Deputy Manager/ Manager - Organization Development & Performance Management

Hinduja Global Solutions Inc.
  • Bangalore
  • Confidential
  • 4-9 years
  • 08 May 2015

  • Training/ Learning & Development, HR/ Human Resources

  • BPO/ ITES/ Call Centers
Job Description

1. Primary responsibilities:

a. Customer related :

Help improve and build the Organization Development & Performance Management culture and vision in the process
Assist with the development of strategic plans around people development to support business
Develop/implement training programs for center personnel within the Process
Serve as an effective business partner, supporting the development, implementation and delivery of Learning Solutions
Facilitate level1 and 2 training programs and the learning experience for learners for the process
Provide leadership development programs
Build solid cross-functional relationships
Design learning strategies to fill needs as identified through analysis and in partnership with Operations and the Process Leadership Team
Ensure regular stakeholder interactions

b. Financials related :

Prepare and implement the training budget
Plan the implementation and facilitation of activities and events and other resources to ensure that operations are managed within authorized budgets

c. People related :

Provide direction in finding creative solutions for the training and development of people, through a variety of different learning methods including mentoring and coaching
Mentor and guide senior executive/AM/DM trainers ensuring that they get skilled, demonstrate skills in their positions and provide excellent training with long-term positive results
Conduct Level 1 and 2 training sessions and leadership sessions
Contribute and drive key organizational initiatives e.g. D&I etc.
Help team members to set SMART Goals/KPIs, provide monthly performance feedback, mentor & coach team members for enhanced performance, support them with needed developmental inputs

d. Process related :

Develop evaluation and validation instruments to collate and interpret data, assessing operation training needs and training program effectiveness
Manage and design and implementation of Performance management tools and techniques
Identify skill and knowledge requirements for Processes through TNIs
Ensure that feedback programs provide Agents/Advisors with guidance to rectify problems
Actively pursue self-improvement opportunities.
Institutionalize the monthly and quarterly performance reviews in the process

2. Secondary responsibilities (if any) :

a. Customer related / b. Financial related / c. People related / d. Process related :

Job Posted By

About Organisation

Hinduja Global Solutions Inc.