Job Description

:

Lead Assistant Manager Training

Position Title

Lead Assistant Manager Training

Function, Responsibility Level

Training

Reports to

Senior Manager/ AVP Training

Location

EXL, Noida

Permanent/ Temporary

Permanent

Basic Function

The primary responsibility of this role is to ensure delivery of Training as per pre-determined standards to the employees for this account.

The job also includes recommending updates to the training curriculum, gathering TNI; suggesting module changes/ updates and evaluating the effectiveness of the training programs.

The primary interaction would include coaching and mentoring the trainers/, associates apart from periodic reporting of all the above to the Operations owner.

Role/Responsibility

• Ensure process updates are shared and understood by all impacted users
• Ensure proper governance of process documentation that includes but not limited to development and review of work instructions and process maps
• Responsible for the change management procedure followed in processes
• Responsible for attending and creating update decks for Quarterly Business Reviews, Monthly Business Reviews, fortnightly/weekly client updates etc
• Responsible for training MIS and training handover reports
• Ensure there is no revenue leakage due to extension of Go Live dates
• Assist in knowledge transfer in key migration projects
• Should have an innovative mindset and contribute in various training initiatives
• Excellent Stakeholder management - Develop and maintain strong relationships with internal and external stakeholders
• Manage training operations for your own span
• Coach and develop trainers to improve standards of delivery
• Ensure delivery of training to associates, management or the clients.
• Monitor and evaluate trainings for quality and effectiveness; make recommendations for improvement.
• Ensure timeliness of trainings to meet migrations requirement
• Interact with the client on requirement basis.
• Ensure smooth transition of new employees from induction up to production.
• Reduce attrition in 0-180 days category.
• Continuously support in improving voice standards for voice related processes.
• Ensure that the assigned targets are met in accordance with SLA and Internal standards
• Ensure that the training quality follows predefined parameters and ensure 0 findings during internal and external audits.
• Ensure adherence to established attendance schedules
• Help in research and delivering batches for UA
• Help in doing research and preparing monthly decks

Performance parameters

\xc2\xa7 Training Quality

Throughput & Attrition

\xc2\xa7 Module Adherence

• Attrition for 0-180 days tenure
• Call quality in 0 - 30 days

\xc2\xa7 Batch Performance (as defined)

\xc2\xa7 Attendance

\xc2\xa7 Schedule Adherence during training

\xc2\xa7 Any other essential function that may be defined from time to time or as directed by the Supervisor

Primary Internal Interactions

\xc2\xa7 Senior Manager / Assistant Vice President for the purpose of reporting performance, escalation handling, clarifying concerns, and seeking feedback and support.

\xc2\xa7 Vice President for the purpose of settling issues left unresolved by the Assistant Vice President and monthly evaluation of performance

\xc2\xa7 Core Team for the purpose of updating training curriculum, trainer certification and for ongoing audits and feedback

\xc2\xa7 Subject Matter Expert for the purpose of up skilling themselves on the training

Primary External Interactions

\xc2\xa7 Client trainers, SMEs and Operations for the purpose of seeking feedback on training and discussing specific action plans.

Organizational Relationships

Reports To: Senior Manager/Assistant Vice President - Training Supervises: Trainers

Skills

Technical Skills (Minimum)

\xc2\xa7 Basic Computer Knowledge

\xc2\xa7 Good keyboarding speed

Technical Skills (Desired)

\xc2\xa7 Good Computer skills - Hands on Experience on Power Point, Word and Excel and should be able to work on automated software applications

Process Specific Skills

Knowledge about Pre process and/or Developmental training

Soft skills (Minimum)

\xc2\xa7 Should be confident and able to hold the attention of the participants in a training session

\xc2\xa7 Ability to make the sessions participative, lively, interesting and interactive

\xc2\xa7 Clear delivery of information

\xc2\xa7 Coaching and mentoring skills

\xc2\xa7 Presentation and Facilitation Skills

\xc2\xa7 Floor Coverage

\xc2\xa7 Class Management

\xc2\xa7 Eye Contact with the audience

\xc2\xa7 Excellent Communication skills - Speak and communicate clearly, concisely and effectively; listen to, and understand, information and ideas as presented verbally and in writing

\xc2\xa7 Interpersonal Skills

\xc2\xa7 Customer Service Focus

\xc2\xa7 Active listening skills

Soft Skills (Desired)

\xc2\xa7 Good problem solving skills

\xc2\xa7 Strong troubleshooting skills

\xc2\xa7 Ability to approach problems logically

\xc2\xa7 Should show sufficient flexibility and urgency to handle pressure in a cross-cultural environment.

\xc2\xa7 Should have the drive and maturity to handle all soft skills related training responsibilities

\xc2\xa7 Self disciplined and result oriented

\xc2\xa7 Team work/ Managing Self / Adaptability

\xc2\xa7 Ability to multi task

\xc2\xa7 Data gathering ability/ Eye for detail

Education Requirements

Graduation (in any stream) or diploma with a minimum of 15 years of education.

Work Experience Requirements

Minimum1 year work experience in BPO / Hospitality, Service or Insurance industry. Prior exposure to training shall be preferred.

EXL Service