Training & Development - BPO

KRA's for the same are mention below :

- Draw strategy for consumer financial services with respect to capability upliftment on existing accounts & build new capability to sell

- Resolve training strategy for new deals in transition & during sales cycle - tailor programs & plans as necessary (Display thought leadership)

- Face off clients & communicate training related progress / Strategy with them

- Put in place a robust structure for New hire training plans & trainer identification process

- Identify and assess future and current training needs through Error analysis, career paths, CFS solutions & strategy

- Draw an overall or individualized training and development plan that addresses needs of FLM & Ops managers

- Deploy a wide variety of training methods - needs of Insurance, banking & mortgage are different and as such there needs to be clear strategy for each

- Monitor and evaluate training program's / refreshers effectiveness, success and ROI periodically and report on them - Needle movement through training interventions on Training needs as discovered by doing error analysis in operations

- Maintain a keen understanding of training trends, developments and best practices in the industry - Select & Partner with external agencies to develop Train & hire models or more such areas

- Good presentations skills is also critical both on power point & delivery (CFS Training head will need to interact with clients both during presales & delivery)

- Operationalizing Training

- Training Tollgates, Training Plans, Improving Training metrics on accuracy, productivity, Crunching Learning Curve

- Innovative Training Approach and Knowledge Management

- WBTs / Videos/ Webex - knowledge of what / when and how

- Building Domain

- Hands-on experience of building progressive Domain learning paths

- Experience of working with international bodies and forums in BFSI for certifications

- Client Management

- Good communication skills

- Understanding of Domain to communicate nuances of BFSI as an industry and associated training challengess

Rekha Sharma