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Training Manager — Talent Academy

8:48:00 PM ,

Primary Location

:India

Job Type

:Permanent
Posting Range:13/01/2012 - 12/02/2012

Description

Overall Job Purpose
  • To shape the training plan in line with the BSS Training, Learning and Development strategy
  • To build superior capability and performance within the business area and build an outstanding learning delivery capability
  • To provide inspirational leadership and management to the designated Training Team
  • Talent Academy
  • To provide a wide range of innovative programs and solutions to service business needs
Main Accountabilities
  • To create and manage a training plan for the nominated SBU/Talent Academy/Communication and Culture that is agreed with the SBU and Head - Training Learning and Development so that customers requirements and business needs are met
  • To build and maintain and understanding of the specific training needs in order to deliver best in class service to our customers
  • To develop a robust process for Compliance Training for the SBU area that ensures regulatory standards are achieved, accurate training records with results are maintained and is future focused to adapt to changing legislation
  • To build a professional and motivated Training Team that can deliver against the training strategy and plan, sharing best practice with own team and the broader training team developing leading edge knowledge and behaviour in others
  • To provide coaching and performance development to direct reports to develop capability, facilitate their development and build motivation and morale of the team
  • To manage recruitment and development of the SBU training ream to ensure strong staffing and succession strength
  • To ensure adherence to the BSS TL&D Strategy and SBU strategy/plan and to agree learning policies as agreed with the SBU and Head, TL&D
  • Develop training strategies and plans to identify and leverage new productive gains, improve call quality, improve performance, improve customer satisfaction results and improve EOS
  • Work with other Training Managers, Head - TL&D, Operations Managers, Leadership Team and cross functional areas to extend/enhance the existing Training portfolio to ensure enriched induction and improved agent up-skilling to exceed business requirements
  • Work with the Head - TL&D and wider training team to develop appropriate Learning and Development portfolios
  • Take ownership of the development and implementation of key business projects/initiatives as required
  • Work with the leadership and training team to ensure delivery of recruitment plans

Qualifications

Skills | Competencies
  • Ability to develop and lead a team of Trainers to create/sustain a centre of excellence
  • Analytical in developing (and sharing)insight into BSS Strategies
  • Highly developed communication and influencing skills, being able to share concepts. Opportunities, actions to gain buy in from the leadership team, SBU, Head TL&D and broader BSS functions/departments
  • People and team coaching skills including Performance Management and Performance Development
  • Excellent Training and Presentation skills
  • Change management, planning and organizational disciplines
  • Document drafting skills (including TOR, Business Cases etc)
  • Ability to seek out and adopt company/industry best practice for training, development and coaching solutions
  • Adaptability to work in a fast changing environment
  • Awareness of the value and importance of equality and diversity
  • Demonstrates drive and commitment to delivering results
Education
  • Graduate from a reputed institute or university in any discipline (BA, B SC, B Com, BBM, BHM etc). Post Graduate preferred
Experience
  • Minimum of 5 years of domain experience
  • Minimum of 2 years leadership/management experience
  • Proven minimum 3 years experience covering TNA, Design, Delivery and evaluation within a contact centre environment
  • Proven track record in the following:
  • Delivery of Operational improvements with clearly realized benefits relating to improvements in staff capability (advisor and management)
  • Raising coaching and staff development standards within a contact centre
  • Raising overall quality standards within a Contact Centre

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