Being a fresh graduate with no experience, I started at WNS as an intern and got great industrial exposure along with the opportunity to explore diverse process functions, improve my skills, meet new people and have fun at the same time. With this foundation, I was able to begin my career as a senior associate at this very same place working under people, who were not just my managers but mentors as well. What I like most about working at WNS...

KRITI SHARMA, ASSISTANT MANAGER - OPS

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Designation: VP - Training

Reporting to: SVP - Operations

Location: Philippines

Overall Experience: 10 to 12 Years

Functional Experience:

10+ Years in Training

Understanding of Learning functions and deliverables

Exposure to Data Analysis

Exposure to statistical concepts

Education / Qualification:

Post Graduate

Scope of Work / Area of Influence:

To supervise and lead training function for an 1800 strong team of agents taking inbound and making out bound calls

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

Key Accountabilities:

Own SLA - 100% Adherence to SLAs and training Calendar

Ensuring 100% client satisfaction Index on training and training initiatives

Innovation and implementation of technology in training

Leading learning curve reduction projects

Co-own Operations Quality target

Maintain and Review Training Standard Procedures

Maintaining Quality levels

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 work with a team.

Analytical and problem solving skills.

Leadership Skills to lead a team

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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