Vice President - Training & Solutions - Contact Centre

VP Training & Solutions - Contact Centre

An approximate list of responsibilities is appended below (but not limited to) :

- Overseeing & Managing the Training budget along with the Training ROI

- Managing Training Operations & partnering with Operations.

- Driving key initiatives & continuous improvements across the identified LOBs

- Making sure the Training VOE & Stakeholder feedback are taken care off

- Developing the Team members for future growth

- Managing attrition and ensuring the batch throughput is as per the business targets and maintain healthy first pass yield (as per defined targets)

- Managing batch productivity & batch quality till the 90 days post classroom training

- Establishing and leading a review cadence, create performance benchmarks to measure and report to management

- Managing & working with clients, internal teams to drive Content Change management, Effectiveness and Availability

- Identifying and managing stakeholders by establishing requirements, performance reviews, collating feedback and drafting improvement plans where necessary

- Investing a substantial amount of time into self & team/ people development, by way of upskilling, cross skilling, and formalized individual development plans

- Initiating or being a part of major improvement initiatives towards betterment of training practices, measurement, and overall process improvement

- Leading a team of trainers & master trainers towards achieving laid down team goals & objectives

- Responsible for driving constant content review, analysis, and improvements where necessary

- Implementing cost control through optimization of resources such as trainer availability, batch handover timelines, return on investment etc.

- Leading People

- Inspirational Leadership.

- Lead from the front as the SME of the Function,

- Design & Drive People Metrics.

- Promoting Diversity & Inclusion as per Organizational Culture.

- Mentoring & Coaching Operational & Leadership values.

- Improve employee retention and enhance employee engagement.

- Succession Planning

Qualifications & Mandatory Skills :

- Graduation / Postgraduate / with any Training Certifications

- Displays High Level of Communication Skills

- Ideal candidature would be minimum 14+ years' experience in U.S Healthcare/ BPO Process

- Training WITH MIN 17-20+ years over all experience, with 7+ Years in Training Leadership roles.

- Experienced in transitioning from traditional to digital learning experience for across the Organization.

- Hands- on exposure in identifying, defining, and articulating technology system requirements to support learning and talent development solutions

- Thorough understanding of US health care (ERISA/HIPAA/State Mandates) - Not Mandatory

- Sound knowledge of training delivery and facilitation including in virtual environments, developing learning assets using multiple delivery options and media.

- Proven participation on Training Improvements Projects.

- Demonstrate research and analytical skills in evaluating effectiveness and effort of learning Programs.

- Awareness of ISO, ISMS & other Compliance and Audit Parameters

- Astute understanding of MS Office Tools

- Displays a High Level of Integrity and Maturity

- Displays high level of People Management practices

Additional Good to Have Skills :

- Eye for detail

- Facilitation skills (Group & Individual)

- Exceptional communication skills

- Feedback & coaching Skills

- Deep understanding of operational metrics & targets

- Experience of continuous process improvements would be an added advantage

- Should be adept at planning & organization

- Have thorough knowledge and understanding of global training practices and methodologies.

- Strong people management skills and being result oriented