Title : Assistant Manager

Department : OD & PM

Location : Bangalore

Reporting to : DM - OD&PM

Grade : M2

Employment Type : Permanent

Position Summary :

- Help improve and build the Organization Development & Performance Management culture and vision in the process. Develop/implement training programs for BPM/Contact Centre personnel within the Process.

- Serve as an effective business partner to the OD & PM Team, supporting the development, implementation and delivery of Learning Solutions.

- Design learning strategies to fill needs as identified through analysis and in partnership with Operations and the Process Leadership Team.

Roles and Responsibilities :

Customer related :

- Help improve and build the Organization Development & Performance Management culture and vision in the process.

- Develop/implement training programs for BPM/Contact Centre personnel within the Process.

- Serve as an effective business partner to the OD &PM Team, supporting the development, implementation and delivery of Learning Solutions.

- Manage level1 and 2 training programs and the learning experience for learners for the process.

- Support development programs.

- Design learning strategies to fill needs as identified through analysis and in partnership with Operations and the Process Leadership Team.

Financials related :

- Manage Learning programs within the budget allocated

- Provide cost-efficient solutions

People related :

- Provide direction in finding creative solutions for the training and development of people, through a variety of different learning methods including mentoring and coaching.

- Mentor and guide senior executive trainers ensuring that they get up skilled and can demonstrate skills in their positions and provide excellent training with long-term positive results.

- Conduct Level 1 and 2 training sessions.

Process related :

- Develop evaluation and validation instruments to collect and interpret data, assessing operation training needs and training program effectiveness.

- Identify skill and knowledge requirements for Processes through TNIs

- Ensure that feedback programs provide Agents/Advisors with guidance to rectify problems.

- Establish contacts to gain knowledge and provide support in the development of training material when needed and appropriate.

- Actively pursue self-improvement opportunities.

Education & Experience :

Minimum a Bachelor's degree or equivalent.

Desired Skills and Abilities :

Knowledge :

- Knowledge of Adult Learning principles

- Expertise in TNA processes

- Knowledgeable in various Learning Practices practiced within the industry

- Knowledge in Leadership & Behavioral Concepts

- Basic understanding of Content Development.

- Strong background in Customer Service industry (call center preferred, but not essential).

- Ability to manage deadlines, manages people, create effective partnerships with leadership, establish strong community education ties, develop training materials and apply reason to business problems.

- Excellent Team Manager

- Good judgment and the ability to express thoughts clearly and simply.

Skills :

- Strong understanding of computer basics (Windows, Excel, Word, Email and Internet).

- Background in MCP - minimum 2000 and/or Windows XP and 2003 and above.

- Proven client relationship skills.

- Well-developed consultancy skills.

- Delivering and facilitating learning and development interventions.

- Proven ability to use IT competencies and skills to analyze client needs and agree on client specifications for learning content/materials.

- Ability to design and evaluate learning material - create a facilitators guide and participants material to support technical programs.

- Managerial experience in coaching, mentoring and developing others in a complex, fast paced environment.

- Results driven to achieve key objectives at a corporate and site level.

- A strong problem solver and researcher with the emotional and intellectual resilience to make key decisions.

- Excellent interpersonal, organization and time management skills.

- Excellent listening, oral, and written communication skills.

- Exemplary facilitation and platform skills. Excellent training and organizational development skills.

- Superior interpersonal skills with the ability to establish and maintain relationships at multiple levels in order to accomplish organizational goals.

- Demonstrates an understanding of adult learning theories.

- Ability to develop original training content as well as modify and incorporate off-the-shelf materials for HGS specific needs.

- Ability to support, motivate and inspire a team

- Capability of handling mature audience( Managers and above) from various functions and diverse business situations and problems

Attitude :

- High level of enthusiasm and ability to engage a group of individuals

- Positive outlook towards challenges and problem-solving

- Self-driven and Assertive

- Enthusiasm, drive, flexibility and creativity at work

Criteria :

Experience (years) :

Minimum 4 years in Training with at least 2 years in Behavioral and Leadership Training

Certifications (Technical / Non-technical), if any :

- Applicable Training and Development qualifications strongly preferred.

- 3-5 years proven success as an internal/external training and development practitioner with experience coaching, mentoring and developing others in a complex, fast-paced environment.

- Solid understanding of training processes and practices for adult learners.

- Experience in benchmarking HRD best practices.

- (Rotational Shifts) Majorly day or afternoon, but can rotate to night shifts

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