DGM/Head - Training - BPO

DGM-Training/Head-Training

Designation: Head – Training

Position reports to: VP/GM – Recruitment & Training

Positions reporting directly to this position: AGM / Manager – Process training

Reputed firm in Mumbai

NATURE OF EXPERIENCE: (IN SPECIFIC SECTOR / POSITON / ROLE)

- Strong familiarity with Banking industry.

- Should have managed teams of over 30 in training – product & customer service

- At least last 6 years in Training / L&D in the Service Industry (inclusive of BPO)

- Should have led several and large transitions from a knowledge transfer perspective

EDUCATION:

- Graduate or MBA from a recognized Institute / University

- Additional Diploma in the Service Industry / Certification from a Training body preferred

Primary purpose of the position:

- To ensure that all frontline staff (Voice and data) have the requisite skills to process transactions / manage customer interactions effectively.

Process / Client Related:

- Assess minimum skills required for frontline staff

- Ensure that training curriculum is aligned with the minimum skills assessed

- Ensure that the Training faculty is skilled to manage the training curriculum

- Drive efficiency in the new hire training cycle

- Evaluate training quality (Kirkpatric Model/COPC)

- Review with internal customers the quality of service provided by the Training team in the live operations environment

- Institutionalize a mechanism that integrates the input from the quality department, client feedback and CSAT / sales metrics, and use this input to drive on going training endeavors

- Ensure that the Training Central function is constantly in touch with market best practices and engage where appropriate with suppliers to institutionalize these practices internally

Team Related:

- Ensure that the team structure is designed to address business requirements

- Involve the training management in building training strategies that will address long term business goals

- Plan and manage the training budget (both team related as well as Organization expenditure related)

KNOWLEDGE

- Training Fundamentals (Training Models and Measurements – Blooms Taxonomy, Kirkpatrick etc)

- Knowledge of International standards employed by BPO businesses such as ISO, COPC and Quality practices such as Six Sigma and LEAN

If interested kindly contact at bharti@seventhedge.co.in