Accenture - Leadership Role - Capability Development - Training & Quality

Designation / Title : Capability Development Training & Quality Manager

Reporting Relationship : Client Service Delivery Senior Manager

Shift Timings : Flexible

Overview:

The role includes the following key responsibilities. You should review these in conjunction with career level guidelines to gain a clear understanding of the expectations for your role.

- Serve as primary liaison with the Client related to Quality and Training deliverables

- Support Mobilization Leads and Solution Architects by creating and deploying action plans and solutions.

- Apply advanced analytical skills in assessing concepts and alternatives

- Monitor the achievement of the program against the mission, vision and goals and align with business and operational objectives and report on progress

Objective/Purpose:

The objective of this position is to ensure Training & Quality management - intelligence based on business analysis to enable the learning teams to meet the internal and external targets on various projects/initiatives

Role Includes:

Program Management

- Create and maintain quality standards, policies, procedures, monitoring forms, and other quality or training-related documentation.

- Evaluate data to report on SLAs and KPIs and identify trends and opportunities to improve quality and training.

- Collaborate and communicate with internal and client management team to implement process improvements, address performance challenges and adherence to new procedures,

- Drives implementation of all KM pillars at account level and ensure that all process trainers follow up with their specific accounts; this includes monthly audits and reporting.

- Track and improve utilization of company tools and resources to improve performance and knowledge of the team

- Analysis of data trends to draw root cause analysis

Strategic Learning Initiative Planning & Implementation :

- Strategize, implement and execute best in class quality management and training programs.

- Responsible for risk assessment and mitigation plans related to training, in all transition phases, to ensure a smooth knowledge transfer

- Act as an advisory to senior management to ensure compliance with company, customer and regulatory compliance

- Confirm current state of business outcomes using the Capability Development Maturity model

- Define strategic learning and performance priorities that drive business value and innovation to enhance the clients business, in at least one of three key areas

- Optimize learning operating costs (e.g. training hours delivered, development cycle times, training costs & days delivered)

- Improve workforce performance (e.g. speed to competency, average training hours completed/ in compliance, attrition % improvement)

- Improve business results (e.g. alignment to business through learning channels, improved ROI to learning events, customer satisfaction)

People Development & Management :

- Promote a formal 360 feedback mechanism to drive consistency, accuracy, and innovation.

- Monitor and evaluate QA staff, provide feedback, coaching and calibration to ensure consistency

- Foster a positive, supportive, high morale, high integrity, energetic work environment

- Develop and mentor people, act as a career counselor and create a high performing organization (foster relationships, resolve conflicts, etc.)

Initiatives/Other :

- Proactively build new training materials and quality programs to address new client requirements, new challenges that arise via calls monitored, trends in reports and feedback from the team.

- Analyze training requirements basis feedback received/ other observations.

Career Level Expectation :

- Leading our people, clients and communities in the New

- Its foundational to our Leadership DNA that all of our people be role models, living our Core Values and adhering to our Code of Business Ethics.

- It all starts with youby being your best whole self, you enable a positive environment where you and your colleagues can thrive, grow and perform at their best.

- Leadership DNA focuses first on the outcomes that represent a new kind of leaderone who experiments, inspires others, works across boundaries, and adapts to the constant change around us.

Complexity:

- Requires identifying and assessing complex problems for area of responsibility. Creates solutions in situations in which analysis requires an in-depth evaluation of variable factors.

- Requires adherence to strategic direction set by senior management when establishing near-term goals.

- Interaction is with senior management at a client and/or within Accenture, involving matters that may require acceptance of an alternate approach.

Authority :

- Power to influence or complete assignments independently and ability to make decisions, as indicated by latitude to devise work products or plans, reliance on instruction and decision-making ability

- Some latitude in decision-making. Acts independently to determine methods and procedures on new assignments

Impact :

- Risk or consequences in the event of failure, as indicated by range of expected impact, such as within a team or across a team or area of responsibility and level of risk

- Decisions have a major day to day impact on area of responsibility

Scope :

- Degree of accountability for assigned tasks, our clients and/or the organization, as indicated by size of work effort and scale of entity and/or program

Manages large - medium sized teams and/or work efforts at a client or within Accenture

Job Requirements and Qualifications:

Education Graduation from an accredited college or university; or an equivalent level of education 7-10 years of experience, with 3 years of training and/or call quality management

- Prior experience in managing teams directly and indirectly

- Excellent written and verbal interpersonal and communication skills

- Ability to plan, execute, measure results and drive improvement on a continuing basis

- Resilience and ability to persevere and complete initiatives even in the face of adversity

- Discipline, organization and patience to manage competing priorities

- Accuracy to details, strong communication and analytical skills

Skills Required:

Curriculum Planning - Must Have

Innovative Learning Solutions - Must Have

Learning Content Analysis - Must Have

Learning Content Design - Must Have

Learning Content Development - Must Have

Training Evaluation Strategy - Must Have

Training Needs Analysis - Must Have

Issue Management - Must Have

Service Management Framework Design and Implementation - Must Have

Training and Performance Support - Must Have

Strong interpersonal and people management skills - Must Have

Operational Excellence - Good to Have

Lean and basic QC tools knowledge - Good to Have

Six Sigma Black Belt - Good to Have

Certifications in Learning and Development - Good to Have