Senior Group Manager - Communication & Culture Training - V&A - BPO

Responsibilities:

- Should have prior experience in Communication, Cultural, Soft Skills/ V&A Training (both in terms of facilitation and having led a team for the said function)

- Experience in Content development, Training technologies, Digitization & Process Improvement in Training

- Should have led strategic initiatives to improve business metrics (csat/nps/ces)

- Should understand core concepts of the CCT function and provide timely innovative solutions

- Should be sound and highly proficient in English

- Should have working knowledge of Hiring tools, CEFR scale, Train & Hire and Pre-Process Training (in the BPO industry) vis a vis Language + Customer service

- Work with the Vertical leads in providing inputs on development areas for projects initiated

- Provide real time support to teams working on projects

- Leadership & Organizational skills to prioritize projects and provide improvement feedback

- Strong Project Management capabilities

- Excellent communication, marketing, relationship & motivational skills

- Should be knowledgeable on the businesses/processes

- Should have analytical ability and ability to understand the business impact of nos.

- Should be able to manage multiple teams and multiple location by providing KPI and driving it

- Create value for the team by acting as a consultant for operations and identifying process improvement and quality related initiatives

- Be well versed in analyzing data and suggesting measures towards improving revenue generation for the function

- Maintain vertical hygiene by ensuring reports, data and documents are in place

- Promote standardization by creating SOPs across CIS training - Standardization

- Promote behavioral training programs and promote the programs in order to ensure maximum participation

- Should be aware of tools like GoAnimate, Flash player, Captivate and videos etc.

- Should have worked on various training methodologies and have knowledge on Instructional designing

- Should have done Market Research & analysis on training models and know what is happening in the training industry

- Should have worked on Innovative projects on digital transformation for training

- Knowledge of various digital tools & Instructional designing mandatory

- New business Transition/Knowledge Acquisition , Transfer and Training BAU .

- Work with the Training leads (Group Manager / Sr Group Manager) to ensure smooth running of training Operations

- Attends meetings WBR /MBR within the program or with another department and clients whenever necessary

- Meet & Greet with New Hire Batches

- EWS New Hire programs

- Manage internal stake holders

- Manage multiple teams and by providing by driving KPI

- Manage training metrics and impact to business metric

- TNI/ TNA process and make recommendations for process improvements

- Liaise with stakeholders to identify process improvement projects and launch it end to end with collaboration

- Create value for the team by acting as a consultant for operations and identifying process improvement and quality related initiatives

- Analyzing data and suggesting measures towards improving revenue generation for the function

- Maintain vertical hygiene by ensuring reports, data and documents are in place

- Promote standardization by creating & maintaining Training documentation

- Promote behavioral training programs and promote the programs in order to ensure maximum participation

- Act as a mentor for the team and hold the team together by promoting an environment of learning and team work

- Manage Training MIS for accounts

- Ensure training documentation is in place and processes are followed

- Look for opportunities to reduce people dependencies and move towards automation and digitization