Senior General Manager/General Manager - Process Training - Insurance/BPO

Location : Pune

Overall Experience : 15+ Years

Functional Experience :

- 7+ Years in Process Training

- Extensive exposure to Insurance - GI

Education / Qualification : Post Graduate

Scope of Work / Area of Influence :

- To lead training function for Banking Financial Service Insurance Healthcare

- This will be achieved through a team of AVPs, Managers and Trainers

Key Accountabilities :

- Build and implement the training strategy for the overall BU

- Independently enable scalability of the function in dynamic and fast growing BU

- Own SLA - 100% Adherence to SLAs and training Calendar

- Ensuring 100% client satisfaction Index on training and training initiatives

- Co-own Operations Quality target

- Maintain and Review Training Standard Procedures

- Meet internal KPI

- Training Review with Internal & External Customer

- Own New Hire Orientation and manage attrition during training

- Custom training as per Ops/Client requirement

- Coaching and Feedback, Soft Skills training, etc

- Knowledge Management Implementation

- Develop new and improved modules

- Managing performance of team and driving them

- Developing Trainer skills

- Mentoring Trainers

- Career path for Trainer, Succession Planning

- Selecting and Evaluating process Trainers

- Trainer Evaluation Periodically

- Devise mechanism to continuously improve throughput

- Review Training MIS Job Responsibilities

- Ensuring Training Records as update, Meeting ISO requirement

- Monitor and Implement Training Feedback

Personal Attributes :

- High Initiative and Enthusiasm to drive improvements

- Excellent communication skills (Written & Verbal) - should be able to communicate with various levels in the organization at the same time.

- Prioritizing and Organizing Skills.

- Ability to lead and give direction to a team spread across locations

- Analytical and problem solving skills

- Exposure to quality and understanding of quality resources & their requirements

- Hands-on with Excel, PPT, other MS office tools, other presentation & project management tools

- Analytical and Logical Thinking

- Reporting and Co-ordination Skills

- Open to travel between locations

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