Assistant Manager Training & Customer Support

• Manage new-hire training batches across assigned customer support processes
• Manage training deliverables and ensure adherence to defined timelines and standards
• Achieve training throughput targets for assigned processes
• Design and deliver engaging learning experiences that enable learners to achieve defined learning outcomes
• Collect and analyze feedback from completed training programs to evaluate effectiveness and implement improvements
• Review trainer performance and provide constructive, actionable feedback
• Develop and maintain schedules to assess training needs on a regular basis
• Collaborate with trainers, managers, and leadership to align training initiatives with business requirements
• Track, compile, and analyze training data and performance metrics
• Conceptualize, create, test, and review training materials and learning content
• Communicate training and refresher requirements based on TNI and BQM findings
• Create and implement training strategies, initiatives, and learning materials
• Maintain a structured database of all training materials and documentation
• Provide improvement ideas and recommendations to stakeholders based on training observations
• Manage and maintain process-specific PKT documentation
• Responsibilities may evolve based on business requirements

Job Requirements:

• Graduation from a recognized institution

• Excellent communication and presentation skills
• Team management experience within training or operations environments
• Ability to present training performance and insights in WBR and MBR forums
• Strong ability to articulate complex topics clearly and effectively
• Analytical skills with the ability to interpret data and training outcomes
• Root Cause Analysis (RCA) knowledge
• Good working knowledge of MS Excel and PowerPoint