Verified Job
Customer Support / TeleCaller
Team Leader Training
Customer Support / TeleCaller
#204185
Remote / WFH
Job Description
Responsible for Planning, Scheduling, Execution and govern Process, Communication and Technical Training for MetLife GOSC Jaipur Operations
Manage entire NH Process Certification (Preprocess, Compliance, Training, LC, Teach back, etc.)
Ensuring effective Knowledge Transfer during Migrations – Training Material, Training Methodology, Monitoring Progress.
Conduct training sessions on MS Excel, Power BI, TTT, SOP Creation, etc.
Mentor the Process training team (PKTs/ BPS/ Trainers/SMEs) for delivery effectiveness & efficiency.
Liaison and partner with Vendors for developing customized training solutions for the corporate functions.
Provide training solutions to Migrations, Ops partners for effective training, documentation, performance evaluation, capability building, etc.
Conduct activities related to Training Needs Identification, Analysis and Planning Refresher Training Methodology and Annual/Monthly Training Calendar.
Partner with operation teams to address training needs & review for effectiveness through planned review meetings
Participate in organizational initiatives like CMMI etc.
Responsible for certification and productivity of new trainers / SMEs.
Create, update and review Training documents including SOP, Process maps, TSDs. Establish document governance model in assigned LOBs
Knowledge, Skills and Abilities
Education
Graduate or PG in any discipline
Experience
Minimum 6-7 years of overall work experience and 3-4 years of Training experience is required in shared services or ITES/ BPO/KPO environment
Knowledge and skills (general and technical)
Technical skills: -
Good Analytical and Problem-Solving skills
Should be proficient in PC skills, primarily using MS Excel i.e. using formulas & functions for data analysis, experience of organizing a large data set
Highly proficient at PowerPoint including, i.e. training content creation, visualization & data representation based on audience/content; formatting content in the form of a storyline, etc.
Understanding of Power BI (will be a plus)
Soft Skills : -
Excellent Communication and Presentation skills
Must be able to facilitate training sessions
Ability to actively listen for ******** and implied meaning
Ability to work both independently and as a team player
Good Team player and self-motivated
Flair to learn new skills, technologies towards functional improvements
Demonstrate willingness to take up new opportunities and challenging projects
Other Requirements (licenses, certifications, specialized training – if required)
Any TTT or Training related certification (will be a plus)
Instructional Design Certification (will be a plus)
MetLife:
MetLife, through its subsidiaries and affiliates, is one of the world’s leading financial services companies, providing insurance, annuities, employee benefits and asset management to help its individual and institutional customers navigate their changing world. Founded in 1868, MetLife has operations in more than 40 countries and holds leading market positions in the United States, Japan, Latin America, Asia, Europe and the Middle East.
Manage entire NH Process Certification (Preprocess, Compliance, Training, LC, Teach back, etc.)
Ensuring effective Knowledge Transfer during Migrations – Training Material, Training Methodology, Monitoring Progress.
Conduct training sessions on MS Excel, Power BI, TTT, SOP Creation, etc.
Mentor the Process training team (PKTs/ BPS/ Trainers/SMEs) for delivery effectiveness & efficiency.
Liaison and partner with Vendors for developing customized training solutions for the corporate functions.
Provide training solutions to Migrations, Ops partners for effective training, documentation, performance evaluation, capability building, etc.
Conduct activities related to Training Needs Identification, Analysis and Planning Refresher Training Methodology and Annual/Monthly Training Calendar.
Partner with operation teams to address training needs & review for effectiveness through planned review meetings
Participate in organizational initiatives like CMMI etc.
Responsible for certification and productivity of new trainers / SMEs.
Create, update and review Training documents including SOP, Process maps, TSDs. Establish document governance model in assigned LOBs
Knowledge, Skills and Abilities
Education
Graduate or PG in any discipline
Experience
Minimum 6-7 years of overall work experience and 3-4 years of Training experience is required in shared services or ITES/ BPO/KPO environment
Knowledge and skills (general and technical)
Technical skills: -
Good Analytical and Problem-Solving skills
Should be proficient in PC skills, primarily using MS Excel i.e. using formulas & functions for data analysis, experience of organizing a large data set
Highly proficient at PowerPoint including, i.e. training content creation, visualization & data representation based on audience/content; formatting content in the form of a storyline, etc.
Understanding of Power BI (will be a plus)
Soft Skills : -
Excellent Communication and Presentation skills
Must be able to facilitate training sessions
Ability to actively listen for ******** and implied meaning
Ability to work both independently and as a team player
Good Team player and self-motivated
Flair to learn new skills, technologies towards functional improvements
Demonstrate willingness to take up new opportunities and challenging projects
Other Requirements (licenses, certifications, specialized training – if required)
Any TTT or Training related certification (will be a plus)
Instructional Design Certification (will be a plus)
MetLife:
MetLife, through its subsidiaries and affiliates, is one of the world’s leading financial services companies, providing insurance, annuities, employee benefits and asset management to help its individual and institutional customers navigate their changing world. Founded in 1868, MetLife has operations in more than 40 countries and holds leading market positions in the United States, Japan, Latin America, Asia, Europe and the Middle East.
