Training Manager

Job Description

Duties & Responsibilities: Oversees training programs that include web-based seminars, printed manuals, group sessions, training videos, and more. Assess training needs (quality issues), conduct root cause analysis, recommend insights, develops improvement plans, and collaborate with operations team to improve quality performance. Conduct skill gap analyses and map out long-term training plans for all teams. Manage the end-to-end process for Transitions, ensuring that key elements during the process are addressed and resolved. Reviews training materials produced by clients during transition to determine appropriateness and relevance. Modifies or creates course materials and training schedule to meet specific training needs. Presents in-person and online training sessions or hires qualified personnel to do so. Monitors process training programs and manuals to ensure that they are effective and up-to date and makes updates as necessary. Maintains understanding of new educational and training techniques and methods. Compliance and continuous improvement to ODL SOPs. Creates management reports and presentations to keep senior leadership up to date on schedule, ROI, and deliverable (KPIs) status. Conduct Train the Trainer sessions to develop other trainers. Strengthen Quality management processes / framework to improve quality delivery. Evaluate effectiveness of MQP strategies. Required Skills: Excellent Domain Knowledge - Must have at least 5 years of experience Ability to work in different shifts (UK/US hours) with staggered offs as per client requirement. Exceptional communication and interpretation skills. Experience in client facing role with very good English language knowledge (B2B and B2C) Deep understanding of the different aspects of BPO business–SLA, Baselining, QA, Training MIS. Excellent project management skills applied to wide range and number of project types, complexities, domains, and geographies. Excellent knowledge of process improvement methodologies – preferably Lean, Six Sigma - Yellow/Green Belt. Good knowledge of MS Project and MS Visio (process mapping methodologies). Strong analytical skill- ability to work with huge volume of data using statistical tools. Show more Show less