Assistant General Manager - Training

Serco
  • Mumbai
  • 10-15 lakh
  • 7-9 years
  • 461 Views
  • 01 Apr 2015
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  • Training/ Learning & Development, Operations

  • BPO/ ITES/ Call Centers
Job Description

MAIN RESPONSIBILITIES / ACCOUNTABILITIES:

FUNCTIONAL/ OPERATIONAL:

Liaison with the Onshore Implementation team and Offshore Project team to assess business needs and facilitate knowledge transfer for all new project transitions / major process updates.

Facilitate annual re-verification of minimum skills across all Barclays & 3rd party businesses.

Evaluate the quality of training delivered using the feedback tools, training quality scores and the training efficiency (conversion) scores.

Facilitate Monthly Training Reviews for the training team to track the performance of the training team with respect to the goals set.

Share the Training updates/hits/misses/issues/action plans with the Barclays & 3rd Party Operations team during the Ops Monthly Reviews.

Share the Training updates/hits/misses/issues/action plans in Recruitment & Training reviews during internal Monthly Reviews.

Customize the process training based on the minimum skills grid and the skill impact matrix (which explains the impact of each skill on the operational SLAs).

Assess training needs for new and existing businesses

Develop and manage project work plans and timelines

Prioritize training requirements considering business needs and budget constraints

Conduct needs assessment to support ongoing development and improvement of learning solutions

Provide continual guidance on aspects related to product, service and employee's job responsibilities

Liaison with all levels of management and functions/business groups to establish and maintain strong partnerships in order to meet training needs

Diagnose organizational/performance needs, performance gaps and root cause analysis to provide solutions and facilitate outcomes

Identify and develop training vendors and establish tie-ups with them

Set contracts or SLAs laying down clear expectations from clients and vendors

Identify opportunities for process improvement and assist in fulfilling compliance requirements

Ensure learning design, content, mix of delivery options and tools are on the updated according to market trends and within cost parameters

Design customized solutions that are creative and relevant for the business environment

Establish innovative systems and procedures for handling data, reports and continuously improvise on them to reduce paperwork

Respond and resolve issues arising out of interactions with Operations /Clients.

Information Security

General Security Responsibilities:

Adhering to Information Security Policies and Procedures of IGS

Ensuring compliance to Information Security Policies and Procedures

Specific Security Responsibilities:

Ensure reportees comply with the security policy and procedure of IGS

Understand and Comply with Information Security Policies and Procedures, and report all security incidents.

Ensure the audit non-compliances are fixed within the stipulated timelines.

Protect information entrusted to you.

Follow the information labeling and handling procedures based on the classification level of the asset.

Follow the Clear Screen and Clear Desk Policy.

Adhere to the Internet Code of Conduct, email usage policy and customer information and data security policy.

Comply with the Non Disclosure Agreement.

TEAM RELATED:

Measure performance of the team for e.g. performance appraisals, confirmation and ongoing feedback and training as well as retain team members.

Drive C-Sat on the operations floor thru Refresher trainings

Track Trainer Utilization and ensure optimum resource utilization.

Mentor and coach new AM's / Managers on the job

CLIENT SPECIFIC / ORIENTED:

Understand specific Client requirements for each Operation

Build rapport with Client

Fulfill client needs in terms of Voice & Accent Training and Customer Service Skills consistently

OCCASIONAL RESPONSIBILITIES:

Ensure adherence to or compliance with all certification standards institutionalized across the organization (e.g. ISO 27001, COPC, PCMM etc)

QUALIFICATION (Education): Graduate from a reputed Institute or University in any discipline (BA, B.Sc, B.Com, BBM, BHM etc);

DESIRED YEARS OF EXPERIENCE: 7 - 9 years of total prior work experience with minimum 3-5 years as a trainer

DESIRED INDUSTRY EXPOSURE: Minimum 2 years with the Training function of a voice-based BPO industry

DESIRED ROLE EXPOSURE: Must have demonstrated team handling skills in the past. Exposure in content development and delivery of training programs.

MANDATORY SKILLS / PROCESS ABILITIES:

Computer Skills:

Familiar with Windows Operating Systems

Proficient in MS Office

Language Skills:

Good command over the English language, Excellent communication skills both oral and written

PROCESS ABILITIES

Awareness of training fundamentals, training and learning methodologies
Expertise in building customer and client relationships
Ability to handle both 'one to one' and 'one to many' coaching, Capable of developing modules based on requirements

COMPETENCY

Strategic Perspective - Plans departmental/operational strategy to achieve annual targets. Understands the work of other functions. Aligns his recommendations to functional strategy.
Decision-making - Clearly defines problems. Considers all the facts and alternatives available. Is willing to make firm and speedy decisions Demonstrates objectivity and high quality in decision-making.
Communication and Networking - Communicates clearly, fluently and in a compelling manner to create understanding. Actively listens to people to understand and seek feedback. Ensures application of fair process. Establishes long-term networking with significant external business partners and stakeholders for business gains.
Ownership and Accountability for Results - Demonstrates ownership for goals. Drives himself and others to achieve desired results. Reviews and monitors progress with course correction to ensure success. Constantly raises the bar after each achievement.
Coaching and Mentoring - Believes that each individual has unique strengths and talents. Believes that people can develop their capabilities. Personally invests time in coaching and mentoring to develop his people. Provides constructive feedback.
Business Acumen - Is passionate about maximizing his area of operation's contribution to the business profitability and growth. Does not lose sight of the commercial impact of actions.
Team Leadership - Shares a clear vision. Motivates, inspires, influences and pushes people to attain team goals. Walks the talk and shares credit for success and takes accountability for failures.
Leading Change - Is a catalyst for major change. Gets buy-in from seniors. Communicates and listens with empathy to overcome resistance. Sets up systems to hold gains.



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Serco