Senior Director - Training Leader - BPO

Confidential


RN238 | BPO jobs in Bangalore | Black and White Business|
Confidential • Bengaluru, Karnataka • via Post Job - CallCenterJob.co.in
3 days ago
Full–time
Apply on Post Job - CallCenterJob.co.in
Job description
Roles and Responsibilities :Respond to customer queries in a timely and accurate way, via phone, Please apply through this site.r chatIdentify customer needs and help customers use specific featuresAnalyze and report product malfunctions for example, by testing different scenarios or impersonating usersUpdate our internal databases with information about technical issues and useful discussions wit...
Report this listing
B
Belal Azmat


Senior Director - Training Leader - BPO
Belal Azmat • Bengaluru, Karnataka • via IIM Jobs
20 days ago
Full–time
No Degree Mentioned
Apply on IIM Jobs
Apply on JobLeads
Job description
We are looking for a training leader for the Bangalore location.

The training leader is responsible for the following areas :

1. Delivery of effective end-to-end training and learning services

- Owns and is responsible for account(s) wide end-to-end learning services for programs and clients, single point of contact and chief decision maker for Consultant Learning within the geography

- Responsible for the entire end-to-end training process (pre-hire, new hire training , ongoing training and learning, knowledge management) and the performance results and outcomes from them

- Owns in-class attrition and training throughout through driving an effective classroom, nesting, and ongoing training experience.

- Responsible for training recovery efforts for program-enrolled PIP through effective training needs and root cause analysis and deployment of multiple learning solutions to address gaps identified

- Responsible for managing client relationships and the consistency of communication between company and key client contacts for the training/learning organization

- Owns deployment of standard CLS COE processes (and customizations as needed)-including process design, inventory, and change management. Owns deployment of CLS technology and infrastructure within the geo

2. People and Resource Management

- Plan and enable effective delivery to client headcount demands across the country/geo, including new hire training, nesting, update management and ongoing training/learning through effective forecasting of required training personnel and activity

- Responsible for all training personnel within the geography, including performance management, career development, and ongoing learner

- Responsible for all training infrastructure (physical and technological) within the country-forecasts potential growth and makes decisions on appropriate investments needed to scale accordingly

3. Strategic Growth, Expansion and Talent Development

- Partners with global (business development, client services, country leadership, global expansion, among others) and local teams on strategic growth and expansion in within the country/geo, represents the department in all sales and new client acquisition forums for the country/geo

- Owns partnerships with local universities/colleges, government units, industry bodies and vendor partners to drive talent building initiatives to improve talent pipeline and quality

- Drives deployment of key initiatives to drive alternative learning methodology (e-learning, virtual learning) and improves talent capability through certification programs, domain learning paths and other capability creation and development programs

PRINCIPAL ACCOUNTABILITIES

- Plans, manages, executes, and ensures effective training delivery (new hire + ongoing) for account(s) globally.

- Proactively engages and manages the client relationship for all programs onsite; manages all critical client communication, requests, and demands.

- Partners with all internal clients and partners to support revenue growth and demands for the clients.

- Represent training in all relevant strategic and tactical forums, internal and external.

- Ensures consistency and high quality of training delivery across all sites within the geo/country

- Conducts and leads detailed gaps and needs analysis and post-training assessment initiatives for the program.

- Actively seeks to improve training delivery for the client via content, context, and curriculum analysis. Uses other acceptable ISD/improvement methodologies as applicable.

- Plans and conducts detailed performance and compliance-to-plan reviews with all the relevant site training managers/regions or geoleaders of training.

- Partners with business managers/directors to determine needs and priorities within the business units and sites.

- Collate, Audit, and report out all client-related billable/non-billable reports and any and every other reporting requirement via Training Coordinators

- Lead special projects or new business developments that require specialized training attention.

- Maintain updated hiring and resource planners for all the sites for the enterprise. Participate, facilitate, and contribute to all growth-related initiatives.

- Ensure consistency of training design, delivery, and execution based on exiting client agreements; proactively provide clients with relevant feedback, suggestions, and best practices to improve results.

- Create and report business information and metrics as mandated.

- Always ensure updated knowledge of the program with yourself.

- Partner and communicate internally as required.

Request to please apply if you have below experience -

1. Have a vast experience in Insurance Training.

2. Have experience in BPO Sector (Current Company)

3. Have an experience of more than 15 Yrs.

4. Ready to work on IC role.