HR Executive at 2coms Consulting Pvt. Ltd
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Head - Training - Assisted Care/CSD (15-20 yrs)
- Design the overall training model (remote training, self-learning through technology, certification) and modes of training
- Draw overall training plan in collaboration with Products teams and respective CS Channel Heads
- Define capability requirements (KSAs) required at different levels for different service channels
- Build alliances with training partners to provide Training and Development Interventions
- Define & measure training effectiveness parameters
- Ensures provision and achievement of all training requirements within the CS functions
- Drive delivery of induction, all product, process, systems and soft skill training
- Evaluates and improves the efficiency of operational training whilst ensuring training requirements are met
- Improves the effectiveness and impact of operational training by developing mechanisms to measure training outcomes and quality of training
- Evaluates Operational Training teams and provides feedback for continuous improvement
- Manages overall training processes within the CS function
- Makes recommendations for both external and internal best practice training mechanisms, approaches and modules
- Identifies the need for any accredited training modules
- Develops and delivers reports to meet requirements and standard reporting requirements
- Identifies, establishes and conducts reporting and analysis using pre- and post- assessment methodology and ROI model
- Collaborates with the Operations team to ensure that competence gaps are filled
- Ensures knowledge of business issues is current
- Identifies trends and common challenges and makes recommendations for solutions in collaboration
- Proposes solutions to fill any identified gaps in competence as a result of identifying common trends across CSD
Requirement
- 15 - 18 years training experience, at least 5 years in heading a training team
- Content Authoring, Management of Content Repository, Exposure to user access controls
- Training need identification and analysis
- Experience in L&D governance and monitoring
- Experience in L&D assessment & evaluation
- Experience in managing training in distributed geography operations
- Experience in Training Life cycle management, Operationalization and Integration
- Excellent Business & Customer Service orientation
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