Job
Description
BASIC PURPOSE: The Assistant Manager, Training for BPS will oversee Process Trainers and VNA Leads, ensuring the delivery of training programs focused on process training, communication and soft skills development, and SOP compliance. This role drives process governance, operational efficiency, and continuous improvement, aligning training with business objectives. The Assistant Manager will lead the training team, ensuring they have the necessary delivery skills, manage LMS platforms, and track training compliance. This role will also support transition efforts, integrate new teams or employees, and ensure training content aligns with SOPs and workflows. The Assistant Manager will collaborate with stakeholders to continuously improve training effectiveness and meet organizational performance standards. ESSENTIAL FUNCTIONS: 1. Training Delivery & Management: Oversee the delivery of training programs focused on process knowledge, workflows, SOPs, communication skills, and leadership development. Ensure Process Trainers and VNA Leads are equipped with the necessary skills to deliver training programs effectively, utilizing TTT methodologies and adult learning principles. Provide guidance and mentorship to training team members to enhance their training delivery skills, ensuring they can deliver interactive, engaging, and results-driven sessions. Deliver process-based training to new joiners, introducing them to business processes, workflows, and Lines of Business (LOBs), while ensuring existing employees receive cross-training to expand their capabilities. 2. Team Management & Leadership: Lead and manage a team of Process Trainers and VNA Leads, ensuring effective coaching, development, and performance management. Conduct regular one-on-one sessions and performance evaluations for the training team to track development and progress. Provide feedback and mentorship to the team, focusing on enhancing their training, delivery, coaching skills, and overall contribution to business success. Motivate the team to meet training goals, maintain high engagement, and continually strive for excellence in training delivery. 3. Process Knowledge & Soft Skills Training: Ensure that Process Trainers focus on process compliance, workflows, and SOP adherence during training delivery. Ensure that VNA Leads deliver high-quality soft skills training, including English proficiency, communication (chat, email, voice), and behavioral skills. Conduct regular assessments and provide feedback to both trainers and trainees, improving their ability to meet business and customer service expectations. 4. Training Needs Identification (TNI) & Training Needs Analysis (TNA): Lead the TNA and TNI efforts to identify skill gaps across teams and collaborate with stakeholders to develop targeted training interventions. Work closely with management and stakeholders to design training programs aligned with the companys strategic goals and operational requirements. 5. Coaching & Floor Support: Provide continuous coaching and mentorship to Process Trainers and VNA Leads to enhance their facilitation and training delivery skills. Provide floor support to address real-time queries, reinforce learning, and ensure employees adherence to processes. Offer ongoing coaching to employees to improve their adherence to processes, as well as enhance their communication and customer service skills. 6. SOP, Workflow, & Process Optimization: Ensure training programs are designed around SOPs and internal workflows, reinforcing process consistency and efficiency. Collaborate with stakeholders to create or refine SOPs and best practices that are incorporated into training programs. Oversee the optimization of training processes to ensure continuous improvement in efficiency and effectiveness. 7. Cross-Skilling & Role Development: Drive initiatives for cross-skilling, ensuring that employees are equipped to take on new roles or responsibilities within the organization. Collaborate with management to develop and implement training programs that support career development, internal mobility, and leadership readiness. 8. Stakeholder Management: Collaborate with stakeholders to understand training requirements and ensure alignment with organizational goals. Act as a liaison between the training team and other business units, ensuring clear communication and alignment on training needs. 9. Reporting & Data Management: Oversee the tracking and reporting of training outcomes, using MS Excel and LMS to monitor training progress and performance metrics. Prepare and present weekly and monthly training reports to leadership, focusing on key performance indicators (KPIs), training completion rates, and process compliance. 10. Training Content Development: Ensure the development of engaging and effective training content, including PowerPoint presentations, LMS modules, and job aids, that align with the business processes and SOPs. Approve training materials created by Process Trainers and VNA Leads, ensuring that they adhere to quality standards and meet training objectives. 11. Continuous Improvement & Innovation: Identify opportunities for process and training improvements, ensuring that training interventions continue to evolve to meet the changing needs of the business. Foster a culture of continuous learning, motivating employees to actively engage in their development and pursue opportunities for growth. 12. Transition Support: Provide transition support to ensure smooth onboarding and integration of new teams, processes, or projects within the organization. Oversee the training and integration of new teams during transitions, ensuring they are adequately trained on processes, systems, and SOPs.
