AVP - Training - BFSI Vertical - BPO

Required AVP Training to head the Talent and Training team for our BPO Client and responsible for designing, implementing and monitoring an effective learning and development strategy across 16,000 employees.

Handle a Large team of 100+ Training Staff across various levels across various locations which are involved in the development and delivery of Product, Process, Systems, Soft Skills, Behavioral, Voice & Accent, Domain Specific and Career Development trainings.

Experience :

Relevant exposure to Capital Markets / Compliance BPS Training setup - domain and product training setup in Large 3rd party BPS organisations. Minimum 15-18 years of relevant BPS experience, with minimum 10+ Years in Training Function.

Role & Responsibilities :

- Building a world class Learning and Development infrastructure and delivery capabilities

- Devising and implementing a clear learning strategy for BPS (Business Process Services)

- Develop Customer Service Capability across voice and back office business to enhance customer experience scores

- Define and implement essential training for operations staff in order to achieve operational SLA's

- Monitoring employee performance against key SLA's to ensure continuous improvement during the life cycle of the employee

- Working with the Sales team on training related proposals for new business development and to retain customers for new and repeat business

- Spearhead transitions and close knowledge transfers for large global accounts.

- Creating career paths for team development & retention

Skills required :

Domain - Relevant exposure to Capital Markets / Compliance BPS Training setup

- Learning Facilitation

- Planning & Organizing

- Resource Optimization/Work Process Orientation

- Empowering/Developing Subordinates

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