AM - Communication & Culture Training

Please find below the job description:

We have a requirement for Asst Mgr - Communication & Culture Training. The person will be responsible for content development, conducting batch audits, MI Reporting and stakeholder mgt as well.

Team mgt: 2-3 Trainers

Timings: 8:00 am - 2:00 am (Window - 9 HRS Shift)

Overall Job Purpose

- To provide Training Delivery support to the business ensuring requirements are planned and delivered to the required standard. To provide a full range of support from Training Needs Analysis, Design, Delivery and Evaluation

- To support the Training Manager in the realization of initiatives/Programs which enhance skill, behaviour and Competencies. Thereby enhancing the Talent DNA of the organization

- Specific responsibility to design, deliver and evaluate behavioural and Management Development programs within the organization

- To support the Training Manager in providing a broad range of training support

- To work with business to identify behavior gaps and create innovative solutions to address them

- To coach and mentor new and/or existing Trainers as required

Key Accountabilities

Training Needs Analysis, Evaluation and Support Activities

- To contribute to the training plan and schedule

- To conduct TNA activity as required which will involve training assessment of specific projects providing clear recommendations for training solutions

- To ensure individual training profiles within Learning Management System (LMS) are kept up to date and new colleagues are added to the system

- Collate and document all evaluation reports from training delivered and generate reports as required

- Assess effectiveness of delivery with Training Manager to update/upgrade materials accordingly

- Support Process Trainers helping determine delivery is as effective as possible supporting performance improvement linking into staff development plans

- Ensure adherence to all organizational standards, certifications and audits

Training Delivery

- Delivery of Training in a highly facilitative style from Advisor (B2 level) and above

- Delivery of Soft Skill Training for Advisor (B2 level) and above

- Take personal responsibility to ensure that the delivery of the above maximizes the development of the individuals being trained to drive performance

- Deliver Training in a facilitative style with enthusiasm and passion to create a learning environment of positive interaction and develop individual/group dynamics

- Ensure training delivery standards are maintained and improve in line with feedback (Stakeholders, Customers, EOS)

- Delivery of up-skilling, Refresher, multi/cross skilling training across the SBU

- Ensure training complies with FSA Regulatory and Statuary requirements to meet compliance expectations

- Support in delivery of key/new projects and initiative trainings across Organization

Training Design

- Design and update regularly the specified modules, including the production of all associated materials

- Research best practice materials and industry information to develop first class programs

- Upgrade materials in line with analysis of feedback (stakeholder, customer, EOS), performance of new colleagues, taking personal responsibility for continuous monitoring and reviewing of program value

- Liaise with SBU and stakeholders to ensure modules are delivered and exceed content standards for specific projects and initiatives

- Review TNAs to identify up-skilling training modules and subsequent design of materials to meet business needs, linking into staff development plans

- Design and maintenance of fit for purpose multi/cross skilling materials in line with strategic direction of contact centres, including all associated support materials

- Design and input into any updates to call coaching/monitoring processes and procedures.

Mentoring Support

- Support trainers through observations and feedback as required

- Mentoring and coaching support to trainers

- Monthly One to Ones and Observations of nominated trainers

- Carry out monthly calibration sessions to ensure all Trainers are working to the same standards

Person Specification

(Personal attributes essential to performing role: e.g. skills, competencies, expertise, knowledge, experience. Note: experience not to be time-bound)

Skills/Competencies

- Ability to work across the training cycle from TNA, design, delivery and evaluation

- Excellent communication skills, both verbal and written

- Highly developed stand up delivery skills that include structure and style criteria

- Ability to analyse how training materials have ‘landed’ with required audience and adapt style accordingly to maximize impact and learning

- Ability to analyse results, conduct effective training needs analysis and determine the most effective solutions for training

- Supplier. Stakeholder and Customer Relationship Management

- Proven time management skills

- Ability to work under pressure

- Self motivated and ability to remain positive when challenged

- Ability to work proactively with members of the team/business to enhance materials to ensure organization is recognized as the ‘Centre of Excellence’

- Ability to seek out and adopt Company and Industry best practice for delivery of training materials, using a variety of mediums

- Adaptability to work in a fast changing environment

- Ability to use systems and IT to deliver training and input relevant MI

- Familiar with Operating Systems (Windows 98/95/200 etc) and working knowledge of Windows (Word, Excel, PowerPoint)

Education

Graduate from a reputed institute or university in any discipline (BA, B SC, B Com, BBM, BHM etc). Post Graduate preferred

Experience

- Minimum of 4-5 years of domain experience

- Proven minimum 2 years experience covering TNA, Design, Delivery and evaluation within a contact centre environment

- Proven track record in the following:

- Delivery of Operational improvements with clearly realized benefits relating to improvements in staff capability (advisor and management)

- Raising coaching and staff development standards within a contact centre

- Raising overall quality standards within a Contact Centre

Kindly contact: hema@signaturestaffindia.com