Training Manager

Role & responsibilities Responsible for the Site/Operating Center-wide L&D operations for all programs & clients. US Shifts Responsible for managing the internal operating center/ KPIs for the operating center/site. Responsible for hiring, training, & managing a team of Managers, Training Specialists & Coordinator Responsible for in-class/nesting supervision & coaching for all training staff in the operating center/site. Responsible for the consistency/execution/results/coordination & delivery of New Hire Training, Nesting & BQM for the operating center/site/ Responsible for the throughput & New Hire Attrition as deemed by the upstream processes 0 through end of Nesting + 30 days (varying degrees of accountability). Coaching, Development & Performance Management of the Training Specialists, Training Mangers, Coordinators etc. Responsible for budgetary compliance & maintaining of ratios & hcs. Responsible for consistency & compliance to all mandated tools, templates, formats & reporting guidelines. Preferred candidate profile a) Plans, project manages, executes & ensures training delivery (New Hire + Ongoing) for clients globally. b) Coach & Develop training specialists & managers in their core competencies. Observe class, nesting & BQM delivery and lead coach sessions for the group. c) Proactively engages and manages the operating-center service delivery relationship. d) Partners with stakeholders to support revenue growth and demands for the operating center. e) Represents L&D in all relevant strategic and tactical forums; internal & external for the operating center. f) Partners with Service Delivery/Quality to determine needs and gaps within the operating site. g) Conducts & leads detailed gaps & needs analysis and post-training assessment initiatives for the program. h) Proactively seeks to improve Training Delivery for the site via content, context & curriculum analysis.

Uses other acceptable ISD/Improvement Methodologies as applicable.. i) Collate, audit and report out all client related billable/non-billable reports and any and every other reporting requirements via MIS Analyst/Coordinator (by client) j) Lead special projects or new business developments that require specialized training attention. k) Maintain updated hiring & resource planners for all the operating center/site. l) Ensures consistency & compliance to all mandated tools, & reporting guidelines – (via Training Specialists/Managers & Coordinator). m) Ensure updated knowledge of the two key programs at the operating center with self at all times. n) Ensures the tracking & assessment of the key performance indicators, including attrition & 30-60-90 days performance post nesting for each wave. o) Creates weekly Learning and development site report. p) Participates in weekly/bi-weekly performance calls with Enterprise Managers, SD & Client as required q) Management of the Site Training Budget; people (VTF & Trainers utilization), facilities and equipment. Drive hiring and sourcing. r) Perform other related duties and assignments as required and as assigned by supervisor or manager. Education: Any Graduate