Hinduja Global Solutions - Manager - Organization Development & Performance Management

Title : Manager

Department : OD & PM

Location : Bangalore/Indore

Reporting to : AGM - OD&PM

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

- Assist with the development of strategic plans around people development to support business

- Develop/implement training programs for centre personnel within the Process

- Serve as an effective business partner, supporting the development, implementation and delivery of Learning Solutions

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

- Provide leadership development programs

- Build solid cross-functional relationships

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

- Ensure regular stakeholder interactions

Financials related :

- Prepare and implement the training budget

- Plan the implementation and facilitation of activities and events and other resources to ensure that operations are managed within authorized budgets

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/AM/DM trainers ensuring that they get skilled, demonstrate skills in their positions and provide excellent training with long-term positive results

- Conduct Level 1 and 2 training sessions and leadership sessions

- Contribute and drive key organizational initiatives e.g. D&I etc.

- Help team members to set SMART Goals/KPIs, provide monthly performance feedback, mentor & coach team members for enhanced performance, support them with needed developmental inputs

Process related :

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

- Manage and design and implementation of Performance management tools and techniques

- Identify skill and knowledge requirements for Processes through TNIs

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

- Actively pursue self-improvement opportunities.

- Institutionalize the monthly and quarterly performance reviews in the process

Education & Experience :

Master's degree in Human Resources Management, Organization Development or equivalent.

Desired Skills and Abilities :

Knowledge :

- Good understanding of business & its functionalities in general and service industry

- Knowledge of Adult Learning principles

- Expertise in TNA processes

- Knowledgeable in various Learning Practices practiced within the industry

- Knowledge in Leadership & Behavioral Concepts

- Ability to develop, customize content as per business needs

- Ability to manage deadlines, create effective partnerships with clients & leadership team

- Practical knowledge of people management

Skills :

- Proven client relationship skills

- Well-developed consulting skills

- Good Interpersonal skills with the ability to establish and maintain relationships at multiple levels in order to accomplish organizational goals

- 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

- 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.

- Demonstrates an understanding of adult learning theories.

- Ability to handle and deliver many and diverse projects and tasks

- Ability to support, motivate and inspire a team

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

Attitude :

- Highly motivated to engage a group of individuals

- Positive outlook towards challenges and problem-solving

- Ability to give constructive feedback

- Self-driven and Assertive

- Enthusiasm, flexibility and creativity at work

- Strong technical/operational knowledge

- Ability to work in a diverse environment

- Ability to work in a diverse environment

Criteria :

Experience (years) :

- Work experience of 4-6 years

- 3-5 year experience in managerial capacity; 3-5 year experience in the area of behavioral and leadership training

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

Applicable Training and Development qualifications strongly preferred.

Special Requirements :

Open to travel/work on some weekends and in shifts; open to travel and stay in tier 2 and tier 3 cities for work purposes; willing to deliver training sessions at all levels

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