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AVP / Senior Manager - Training (Communication, Cultural, Soft Skills/ V&A Training ) for BPO Organisation

Role : AVP / Senior Manager - Training (Communication, Cultural, Soft Skills/ V&A Training ) for BPO Organisation

Location : Gurgaon / Mumbai / Pune

Role & 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 prioritise 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 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 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

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