Program Manager

About the Company

Randstad is the world’s leading talent company and a partner of choice to clients. We are committed to providing equitable opportunities to people from all backgrounds and help them remain relevant in the rapidly changing world of work. We have a deep understanding of the labor market and help our clients to create the high-quality, diverse and agile workforces they need to succeed. Randstad was founded in 1960 and is headquartered in Diemen, the Netherlands.

About the Role

The Google Training/Learning & Development team is responsible for the creation, development, and execution of all training within the Google account. They support all RPO/BPO delivery teams within the account, partnering with Quality and Delivery teams to train new hires and develop process, behavioral, and soft skills training. They also create and conduct training for new and existing processes, based on business needs and SLA trends. This is a 12 months contractual role.

Job purpose & responsibilities:

• Handling complex specialist questions within the expertise and giving advice.
• Providing professional knowledge and knowledge of processes/resources/instruments of the expertise (knowledge sharing).
• Acts as a subject matter expert.
• Provides input for the policy development of the department.

Responsibilities

• Analyses and translates data into advising new products, services and methods of working.
• Evaluating, quality monitoring and keeping the professional products and services up to date.
• Development of new products, services and way of working and/or elaboration of standard resources and/or contracts for the profession.
• Implementing of products and services for the profession (making an implementation plan; coordinate and monitor the implementation, internal and external information transfer by manuals, brochures and user training).
• Participating in or giving guidance to cross sectional projects (act as subject matter expert and/or project leader).
• Evaluate and maintain current training delivery methods and make recommendations to improve trainee experience as well as outcome.
• Ensure all training content is updated real-time as systems, best practices, business processes evolve overtime.
• Lead in the content development for various training types, including, but not limited to new hire training, process training, behavioral training, leadership and softskill training.
• Partner with Training Manager, Training Director and Delivery teams to identify critical training content needs or gaps that are essential to drive growth.
• Seek to identify, repurpose and leverage existing training content within the greater organization that would is applicable to the account and create supplemental content that is account-specific.
• Develop training schedules and plans for training initiatives.
• Update SOPs and proactively review/update training materials and document changes to process, systems or policies.
• Contribute to a knowledge base, share ideas and best practices.

Key Performance Indicators

Please list the KPIs if they already exist. This is a new role within our team, so KPIs for the role are still being developed. Specify if there are any financial responsibilities linked to the role (e.g. financial targets, etc. - the success of this role is directly linked to the KPIs/SLAs within each delivery workstreams (OA targets, Scheduling/Screening targets, etc).

Key Stakeholders

• VP, Operations
• VP BPO - Screening
• VP BPO - Scheduling
• VP RPO APAC & NAM/EMEA
• Google clients
• Delivery Directors within each team

Qualifications

• University degree or equivalent professional & intellectual ability.
• Excellent Microsoft Office/google for business applications skills.
• Substantial general work experience together with comprehensive job-related experience in own area of expertise to fully competent level.
• 6+ years experience as a training content developer, or similar role in a BPO and/or RPO environment.
• Hands-on experience developing training curriculums, based on data-driven insights and partnership with stakeholders.
• Experience with e-learning platform.
• Functional experience in an international company, ideally in a fast-paced multi-site environment.
• Proven ability to work independently and without the backup of standard practices.
• Experience of planning, managing and organising resources within short/medium timescales within the overall policy framework.
• Experience in stakeholder management.

Required Skills

• Works independently to apply comprehensive understanding of the business environment and objectives developing solutions while providing guidance and training to others.
• Proposes and takes action to increase the quality of products and services.
• Drive for results.
• Shows drive and determination to meet short- and long-term goals.
• Calculates return on investment.
• Asks for feedback and takes action for improvement.
• Customer focused.
• Identifies and meets the needs of internal and external customers.

Preferred Skills

• Job specific competencies:
• Thinks through situations of varying degrees of complexity and ambiguity, in order to understand them clearly. Specifically, innovates and generates new insights; for example, creating new ideas that are not obvious to others.
• Influencing different stakeholders within the matrix.
• Works without supervision and provides technical guidance when required, then resolves those problems by choosing the best authorised solution; provides guidance and training to others.
• Acts proactively to avoid problems or identifies and takes advantage of opportunities.

The role needs to be based in: APAC (Hyderabad or Bangalore).

Equal Opportunity Statement

We are committed to diversity and inclusivity.

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