Header

Process Trainer- Barclays Wealth

Posting Range:27/03/2012 - 26/04/2012

Description

Overall Job Purpose
  • To support the Training Manager in the realization of initiatives which leverage new productivity gains, enhance the customer experience, improve call quality, improve performance, improve customer satisfaction results and improve Employee Opinion Survey as a appropriate
  • To support the Training Manager in identification of training module enhancement
  • To provide administrative, logistical and analytical MI related support to the Training, Learning and Development
Main Accountabilities
Training Delivery
§ Delivery of Induction and Communications and Culture Training/ process training in a highly facilitative style from Advisor (B2 level) and above
§ Take personal responsibility to ensure that the delivery of the above maximizes the development of the individuals being trained to drive performance
§ Deliver Training in a facilitative style with enthusiasm and passion to create a learning environment of positive interaction and develop individual/group dynamics
§ Ensure training delivery standards are maintained and improve in line with feedback (Stakeholders, Customers, EOS)
§ Ensure training complies with FSA Regulatory and Statuary requirements to meet compliance expectations
Delivery of up-skilling/new learning modules
§ Delivery of up-skilling. Refresher, soft skills training predominantly to the Advisor (B2) population to increase performance, motivation and morale
§ Deliver required compliance training to required standards
§ Support in delivery of key new project/initiative training to identified colleagues
§ To complete voice/ process coaching initiatives to maximize the effectiveness of Communications and Culture Training/ process training
§ Take personal responsibility to ensure that the delivery of the above maximizes the development of the individuals being trained
§ Ensure training delivery standards are maintained and improved in line with feedback (Stakeholders, Customers, EOS)
§ To work on any special projects determined by Training Manager
Delivery Support Activities
§ To contribute to the overall training plan (C&C, Process Training & Talent Academy)
§ To ensure individual training profiles within Learning Management System (LMS) are kept up to date and new colleagues are added to the system
§ Collate and document all evaluation reports from training delivered and generate reports as required
§ Assess effectiveness of delivery with Training Manager to update/upgrade materials accordingly
§ Support B4 Communications and Culture Trainers in the review of Training Needs Analysis, helping determine material content to support performance improvement across BSS and operational areas, linking to development plans
§ Ensure adherence to all BSS standards, certifications and audits
MI Collation & Reporting
§ Responsible for the collation, maintenance and subsequent reporting of all and/or any data relating to TL&D
§ Collation of training data pertaining to Induction, C&C, Process Training and Talent Academy
§ Accurate and timely data reporting via training decks and dashboards
§ Responsible for maintaining the scores, completion dates and results for all compliance trainings
§ Responsible for data conciliation - to include, but not exhaustive of Compliance, Audit and ID's
§ Comply with the BSS Incentive policy and provide incentive calculations as per defined SLA's
Training Resources
§ Training resources includes but not exhaustive of Trainers, training rooms, printing material, stationery and transport spend
§
§ Operationally efficient and cost effective allocation of training resources
§ Find and deploy ways to optimally utilizing training resources
§ Ensure infrastructure of training rooms are maintained as per standards across all BSS sites at all times
Vendor Management
§ Proactive Co-ordination with vendors as required
§ Ensure all logistical arrangements with regards to Procurement procedures, payments etc to vendors are completed within the defined SLA's
§ Create and maintain records of vendor payments, & contract renewals of all Vendors used within TL&D
Administration
§ Liaise with the Administration Department to ensure availability of training and meeting rooms, transport, training aids and other essential arrangements
§ To lead Business Continuity Management on behalf of TL&D
Reconcile ID creation and deletion data

Qualifications

Technical Skills | Competencies

  • Excellent communication skills, both verbal and written
  • Highly developed stand up delivery skills that include structure and style criteria
  • Ability to analyse how training materials have 'landed' with required audience and adapt style accordingly to maximize impact and learning
  • Supplier. Stakeholder and Customer Relationship Management
  • Proven time management skills
  • Ability to work under pressure
  • Self motivated and ability to remain positive when challenged
  • Ability to work proactively with members of the team/business to enhance materials to ensure BSS is recognized as the 'Centre of Excellence'
  • Ability to seek out and adopt Company and Industry best practice for delivery of training materials, using a variety of mediums
  • Adaptability to work in a fast changing environment
  • Ability to use systems and IT to deliver training and input relevant MI
  • Familiar with Operating Systems (Windows 98/95/200 etc) and working knowledge of Windows (Word, Excel, PowerPoint)

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 3 years of domain experience with 2 years in BPO Industry