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19/01 Reena Gonsalves
Consultant at Innoquest Consulting

Views:1053 Applications:158 Rec. Actions:Recruiter Actions:129

Assistant Manager/Deputy Manager - Organization Development/Performance Management - BPM Firm (3-10 yrs)

Hyderabad/Mumbai/Navi Mumbai Job Code: 883145

The aforesaid opportunity is with a business process management (BPM) client that focuses on back office processing, contact centers and HRO solutions.

Position: Assistant/Deputy Manager OD & PM

Location: Vashi, Navi Mumbai or DLF Gachibowli, Hyderabad

MANDATORY ASK:

3-10 YEARS OVERALL EXPERIENCE / EXPERIENCE IN SOFT SKILLS-BEHAVIORAL TRAINING / UNDERSTANDING OF CONTENT DEVELOPMENT / INTL BPO EXPERIENCE (MANDATORY)

EXPOSURE/EXPERIENCE DEEMED NECESSARY:

- 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.

ROLE & RESPONSIBILITIES:

A. 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.

B. Financials related:

- Prepare the training budget.

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

C. 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/facilitators 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.

D. 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.

ESSENTIAL BEHAVIORAL COMPETENCIES:

- 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.

- 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(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.

Women-friendly workplace:

Maternity and Paternity Benefits

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