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Service Delivery Manager

12 years

0 Lacs

Hyderabad Telangana India

Posted:2 weeks ago| Platform: Linkedin logo

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Skills Required

service training gis mapping management governance development analysis surveys content learning scoring monitoring planning duration efficiency calibration logistics workflow documentation audit drive data support interfacing

Work Mode

On-site

Job Type

Full Time

Job Description

SDM - Training Manager Role Summary A graduate with minimum 12+ Years of Relevant Experience and 5+ years of relevant experience in GIS Mapping training domain with people management skills required The Training Manager will be responsible for overseeing complete management of the Training & Policy related initiatives. Client Management is a critical focus area Team Management & Governance is an integral part of the core deliverables Training & Development Govern the overall training function Ensure training need analysis is conducted timely and training is in line with findings Track Training Surveys to understand feedback provided to trainers Identify and recommend modifications or additions in content to facilitate the learning needs of the new hires as well as tenured agents. Conceptualise training interventions as per the learning gaps identified Guide trainers in conducting focus group with Operations team, Study BQ & RCA to identify high error areas Analyse monthly PKT outcomes and focus on low scoring areas Overall governance and monitoring of NH batches and planning Discussions with NHs on any behavioural issues before handing it over to HR Ensure Training Throughput Attrition & Duration Policy Efficiency Improvement & Calibration are maintained as per agreed SLA Streamline execution of training - ensure resources such as logistics, trainer, rooms are arranged by team Maintain timely completion of interventions Policy & Content Creation Ensure the overall Policy function is running efficiently Enable trainers in creating appropriate training content and adopt best practices for content creation Manage the overall policy creation to dissemination lifecycle Ensure all policy / workflow documentation is accurate and up-to-date Review change management content and provide relevant feedback to trainers Understand policy needs of the floor and help the team initiate required policies/workflows through policy change requests Team Management & Governance Provide necessary direction to the team across tasks Review performance and conduct performance discussions Plan and nominate trainers for their developmental trainings Ensure optimum resource utilisation and proper work allocation Maintain Team Attendance & Assignments Define trainer deliverables and conduct one-on-one discussions Review performance scorecards for the team, recommend incentives and provide meaningful insights to MIS for evaluating team performance Ensure all team trackers are maintained accurately and are up-to-date Audit trainer delivery through monthly Trainer Observations & share feedback Mentor & coach Trainers and Policy PoCs on their KRAs & drive it towards completion Maintain Training & Policy data for project Responsible and work closely with business for any escalations, RCAs and training support Client Interfacing Attend all relevant client meetings and act as the primary point of contact for the client Liaise with the client to understand requirements, transfer these into actionables for the team and deliver the expected output Ensure all client tasks as delivered based on commitments made Create and present Training slides as part of business reviews Arrange and oversee client shadows as necessary Show more Show less

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Cognizant
Cognizant
www.cognizant.com

IT Services and IT Consulting

Teaneck New Jersey

10001 Employees

2534 Jobs

    Key People

  • Brian Humphries

    CEO

  • Gina Schaefer

    CFO

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