Swiggy - Catalogue & Training Assistant Manager - Swiggy Dash

Catalogue & Training Manager - Swiggy Dash

Roles & Responsibilities:

Catalogue :

- Execute SOP driven performance to meet weekly, monthly yearly Quality & Productivity targets.

- Target Setting for the team and ensuring adherence

- Ensuring deliverables are exceeding a quality score > 95% (98% for Data Entry)

- Responsive to escalations and facilitating appropriate solutions

- Work closely with the Vendor Management, Sales, Partner Support team to ensure changes communicated by restaurants are completed in a timely manner, thereby maintaining the equity with restaurant owners and consumers.

- Plan capacity and commit to volume by managing resources / infrastructure, queue, shift management, cross training.

- Team Management - Ensuring a learning organization; addressing training needs from time to time and ensuring that the team gains from each day at work.

- Assign appropriate challenging work to employees to develop & prepare them for larger roles

Training :

- Develop, implement, and monitor training programs within the Catalogue team

- Create and update Catalogue SOPs

- Create testing and evaluation processes - conducting tests post training to assess the effectiveness

- Coordinate with the Internal teams (Content, QA, On-Call and Revisions) to assess training needs

- Implement all training courses as scheduled

- Facilitate & monitor feedback between the Quality Assurance team and the Content team to ensure consistent high quality scores

- Monitor & conduct training sessions with 3rd party vendors such as digitization agencies etc.

Key Performance Areas:

- People Management (leadership role, team management, floor control and retention)

- Training and Development - Develop, implement, and monitor training programs within Catalogue Function

- Metrics Management - Define, measure and present operating metrics to Senior Management

- Project Management - Taking accountability and ensuring alignment of team members for timely execution of projects

- Process improvement - Taking feedback from team members, vendor managers & product to ensure improvements in process; improvements would be along the lines of productivity and quality

- Stakeholder Management

Experience Requirements:

- Prior work experience of 4 - 6 years

- Prior experience in leading teams (this is not mandatory but would be preferred)

- Proven work experience as a training manager

- Track record in designing and executing successful training programs

- Comfortable owning projects without handholding

- Detail-oriented with a demonstrated ability to self-motivate and follow-through on projects

- Proficient in MS-Office especially Excel