AVP - Training - Collections - ITES

A well known ITeS company is looking for AVP - Training (Collections) for Gurgaon location:

Salary : 20-22 Lacs; Work Exp : 8-12 years;

Key Skills :

- Leading the Training function for inbound-outbound collections and customer service processes, servicing banking and energy market clients.

- Liaise with the Operations, HR, Hiring , Quality and Clients to drive innovations and improvements across sites

- End 2 End mapping of Contact Centre Hiring-Production training process flow to identify gaps and build strategies to improve customer satisfaction

- Documentation of SOP's and workflows for Common Minimum training practices with strong sustenance model

- Leading the Contact Centre Forum for all BFS businesses across the globe to drive best practice sharing

- Linking customer (Both internal and External) business requirements to training goals to enable strong partnership approach

- Implementing strategies to drive training cost productivity and benefits to the business

- Designing Learning Paths basis training need analysis, followed by training workshops to improve performance across levels

- Conducting team reviews and audits to identify process gaps leading to Compliance risk and exposure for
collections businesses and assisting operating teams to put action plans

- Liaise with corporate L&D teams to drive organizations L&D goals

- Partner with Businesses to enable High Customer VOC

- Continuous focus on Strengthening Training Capabilities of self and team