Senior Group Manager - Process Training

Job Purpose and Role :

- Lead the training team(s) to enable the business(es) with cutting-edge knowledge management practices to help meet & exceed business goals.

Primary Duties & Responsibilities:

- Develop and lead a team of highly competent training professionals delivering the best of training experiences to the Account(s).

- Drive Training efficiency and effectiveness for the Account(s), through the Training Metrics.

- Plan, execute and monitor all training & development interventions to enhance team and operational excellence.

- Be the Practice and Thought leader for cutting edge solutions to drive business performance improvement for the Account(s).

- Drive strategy for content management and instructional design with the latest technology and practices to stay ahead of the competition.

- Drive ROI for the learning investment in people and value delivered to business.

- Be the ambassador for latest & innovative practices and technology and implement the best practices for the Account(s).

- Lead and develop a high-performing team supporting the Account(s)

Desired Experience and Skills:

- Graduate / Post Graduate

- Overall work experience of minimum 12 yrs.; minimum 6 yrs. experience in Training department

- Should have experience in supporting training for contact center and back office processes

- Experience in training digitalization

- Knowledge & experience of Six Sigma, Agile methodology & demonstrate a digital mindset

- Strong work ethic with a will-to-win attitude, demonstrates personal excellence, lives the growth mindset

- Ability to work through unstructured problems, shifting priorities, multiple demands, ambiguity and rapid changes