Training Manager, Customer Care Center
Year Bengaluru, Karnataka, India
Job Description
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Job Summary
- This role is responsible for managing a team of delivery resources to achieve their objectives while ensuring alignment with organizational priorities. The role works with talent management teams to manage training curriculum and improve resources. The role applies advanced subject matter knowledge to scale identified innovative training programs.
Responsibilities
- Manages a team of delivery resources providing an effective environment for people to meet their established objectives.
- Facilitates structured mentorship and coaching opportunities for program participants.
- Drives alignment of priorities to the needs of the organization\'s corporate and/or business function to agreed upon criteria.
- Works cross functionally with existing talent management teams to improve manager training resources and curriculum.
- Manages a curriculum portfolio to ensure the team has accurate and up to date training materials and assessments from new hire onboarding through continuing education and role specific accreditation programs.
- Scales innovative programs that accelerate the speed to competency and progress of delivery resources.
- Engages with clients and/or subject matter experts to analyze specific business needs, corporate culture, infrastructure, and performance gaps.
- Applies advanced subject matter knowledge to identify opportunities for process improvement and policy development and recommends changes in alignment with business tactics and strategy.
- Manages finances for the learning and development delivery team, builds financial forecasts as per requirements of future training programs, and reconciles expenditure with budget allocation.
- Performs talent management responsibilities including recruitment, performance management, coaching and career development.
Education & Experience Recommended
- Four-year or Graduate Degree in Human Resources, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
- Typically has 7-10 years of job-related experience or 5-7 years of management experience, preferably in training delivery, presentation, facilitation, consulting, or a related field.
Preferred Certifications
NA
Knowledge & Skills
- Agile Methodology
- Blended Learning
- Business Strategies
- Change Management
- Key Performance Indicators (KPIs)
- Organizational Architecture
- Organizational Development
- Performance Management
- Stakeholder Management
- Talent Management
- Project Management
- Customer Obsession
- AI POC
- New Methods of Training
Cross-Org Skills
- Customer Centricity
- Prioritization
- Resilience
- Team Management
- Strategic Thinking
Impact & Scope
- Impacts function and leads projects requiring understanding of multiple disciplines or areas of HP.
Complexity
- Uses managerial concepts and company objectives to resolve issues in creative and effective ways.
Disclaimer
- This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.
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Job Detail
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Job IdJD3307927
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationBengaluru, Karnataka, India
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EducationNot mentioned
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ExperienceYear