Training Manager

Job Description:

Responsibilities:

The Banking and Finance Training Manger will be responsible for the Day to Day Operations along with managing client relationships and maintaining the health of the program re key hygiene metrics.

The role will encompass:

• Responsible for the Learning & Development operations for all Banking and Finance programs with a focus on our Auto clients
• Responsible for in-class/nesting supervision & coaching for all Banking training staff.
• Accountable for the consistency/execution/results/coordination & delivery of New Hire Training, Nesting & BQM.
• Coaching, Development & Performance Management of the Training Specialists, Virtual Training Facilitators
• Responsible for budgetary compliance & maintaining of ratios & HCs. Owner of the VTF program to include certification.
• Responsible for consistency & compliance to all mandated tools, templates, formats & reporting guidelines
• Responsible for the throughput & New Hire Attrition – as deemed by the upstream processes – 0 – through end of Nesting + 30 days (varying degrees of accountability).
• Responsible for achieving CLS and 0-30 days cycle KPI’s and consistently improving them.
• Recommending and initiating process changes as part of continuous improvement.
• Plans, project manages, executes & ensures training delivery (New Hire + Ongoing) for clients.
• Proactively engages and manages the operating-center service delivery relationship.
• Partners with stakeholders to support revenue growth and demands for the operating center.
• Interact and comply with all Client Internal & External Audit requirements.
• Collaborate, influence and partner with site functions and support partners.
• Represents Training in all relevant strategic and tactical forums, internal & external for Banking Programs.
• Partners with Service Delivery/Quality to determine needs and gaps within each program and subset of Lines of Business.
• Conducts & leads detailed gaps & needs analysis and post-training assessment initiatives for the program.
• Proactively seeks to improve Training Delivery for the site via content, context & curriculum analysis. Uses other acceptable ISD/Improvement Methodologies as applicable.
• Collate, audit, and report out all client related billable/non-billable reports and any and every other reporting requirements.
• Lead special projects or new business developments that require specialized training attention.
• Maintain updated hiring & resource planners for all Banking Programs and lines of business.
• Participates in weekly/bi-weekly/monthly/quarterly performance reviews with Managers, SD & Client as required.

Qualifications:

Position Requirements:

• Bachelor's degree in related field – Economics / Finance / Engineering / Business Mgmt / Education.
• 5+ years of proven BPO experience. Hands on operations management, process improvement would be an added advantage.
• Experience in team management, development and exposure to virtual management set up.
• Team player with proven experience working with internal support partners and client organizations.
• Possess excellent oral and written communication skills
• Advance knowledge in MS Office (Word, Outlook, Excel, and Power Point).
• Desire to train, coach and develop employees.
• Excellent Leadership, business communication, presentation & negotiation skills
• Time Management & Prioritization to meet deadlines.
• Problem solving & solutioning through Needs/Learner/Context Analysis
• Multilingual skillset would be an added value.