Assistant Manager - Business Training (International Process)

Hinduja Global Solutions Inc.
  • Bangalore
  • Confidential
  • 4-8 years
  • 08 May 2015

  • Training/ Learning & Development, Operations

  • BPO/ ITES/ Call Centers
Job Description

Competencies Key Parameters:

Think Strategic :

(a) Big Picture Perspective:

Demonstrates a vision for training and for the process
Is able to understand the impact of teams performance on the process goals
Prioritizes work in alignment with Teams goals, and acts accordingly

Knows Business Goals:

(b) Business Acumen:

Has a sound understanding of policy, procedures and regulatory compliance enough to guide others
Able to interpret metrics / data
Works closely with operations to understand what is to be done to improve existing customer satisfaction and communicate the need to the trainers in New Hire batches
Has excellent facilitation skills
Can conduct TTTs
Understand the science of method / mechanism / material / science in training

Drive Results

(a) Planning & Organizing:

Creates budget related needs of the training team and strives to manage monies keeping in mind organizational benefits
Plans training requirements with the Business and HR heads and schedules trainers accordingly
Plans / organizes infrastructure to support training well in advance

(b) Directing & Monitoring:

Audits trainers on a timely basis
Gives timely feedback to close gaps
Be part of the interviewing process, be able to check trainability of CROs and new trainers
Interact with CROs to make sure training is executed efficiently

(c) Accountability

Is accountable for the new hire training output and the 0-30 performance
Takes ownership and works at improving the centres performance
Capable of handling the budget set for training efficiently
Cost control and maximum utilization of resources for productivity

(d) Problem Solving & Decision making

Identify trends and opportunities to improve process
Equip oneself with the industry standards of training practices

Partner with Customers

a) Relationship Building

Has people management skills to make sure the trainers remain highly motivated
Efficient in succession planning
Mentors assistant manager training and senior trainers to be ready for the next level
Excellent rapport and respect need to be maintained among team members
Coaches trainers to perform well
Excellent client facing skills

b) Passion for excellence

Need to have sufficient process knowledge of all processes in the managing area of business
Is passionate to bring in improved ways of defining learning process
Identify trends and opportunities to improve process
Articulates achievements and support required at appropriate forums

Lead People :

a) Managing Self

Identify probable attrition and take measures towards retention
Attrition and Absenteeism Management of the team & process
Assumes responsibility for work activities including quality and operational metrics and coordinating efforts
Demonstrates self motivation

b) Inspiring others / Managing teams

Ensure trainer utilization is greater than 85%.
Work closely with quality to know reasons for lapse and improve scores during certification
Work closely with client to make sure updates are given on a timely basis
Improve modules for better learning retention
Make sure tests / refreshers are done on a timely basis
Make sure throughput is at least 80% for all batches

Job Posted By

About Organisation

Hinduja Global Solutions Inc.