Training and Quality Manager

Role and Key responsibilities:

• Responsible for managing the training function End to End for multiple LOBs / Sites / Locations within the process
• Plan, observe and ensure Trainer Development using effective methods such as classroom training, observations, demonstrations, on-the-job training, meetings, mentoring and workshops
• Aligning Trainers' roster weekly to provide maximum coverage for tasks such as New Hire transaction monitoring, coaching completion and Refresher Trainings
• Assess Trainers' facilitation skills during classroom training sessions and provide feedback
• Govern Trainer calibration sessions on product knowledge
• Supervise training team through regular team reviews on performance (such as upskilling targets, throughput, first pass, refresher training coverage)
• Conduct monthly one-on-one feedback sessions with Trainers
• Manage new hire and team's early warning system and retention
• Support trainers during Nesting phase and ensure all the activities are performed as per the standard process and procedure
• Drive monthly knowledge checks and refresher training completion basis TNA (training need analysis) and publish refresher completion reports with pre / post performance to show any improvement
• Collect Data and perform analysis and RCA on metrics and publish reports accordingly

Key Skills and knowledge:

• Knows, understands and appropriately applies technical / soft skills, methods and processes required for the role
• Keeps current with new and (or) updated program information, trends and development in the field
• Must be a confident communicator and presenter
• Strong writing, editing and professional publishing skills are essential, including ability to present concepts verbally
• Ability to facilitate classroom training sessions
• Ability to engage participants while in training
• Ability to ask the right questions to gauge learners / participants
• Ability to present information using MS Word, PPT, Excel
• Ability to coach individuals to bring positivity and motivate to perform even better

Educational qualification: Graduation