·       Head of Training

·         Location       : Mumbai

·         Reporting to              : VP/ GM - Recruitment and Training

 

·         Reason to hire:

 

·         Confidential is growing rapidly – adding new business verticals, existing business growth, new sites are being added. This is coupled with increasing complexity of processes and changing customer requirements. New employee training will play a pivotal role in meeting above requirements. In order to drive training strategically we are looking for a Head of Training. This person will lead a team of over 100 people that comprises customer service/soft skills and process training.

 

·         Job Requirements:         

 

·         Graduate or MBA from a recognized Institute / University

·         Over 10 yrs experience, At least last 6 years in Training / L&D in the Service Industry (inclusive of BPO)

·         Strong familiarity with at least two of the following industries – BFS, Travel & Hospitality and Healthcare

·         Should have managed teams of over 30 in training – product & customer service

·         Should have led several and large transitions from a knowledge transfer perspective

·         Strong knowledge of Training fundamentals

·         Should have exposure in COPC/ Six Sigma/ LEAN

·         Strong decision making skills

·         Good communication skills  - verbal and written with Strong organizational, planning and analytical skills

·         Requires travel to other cities in India and abroad almost 30-50% of the time

 

·         Roles and Responsibilities:

 

·         Process/ Client Related:

 

·         Drive efficiency in the new hire training cycle.

·         Ensure that training curriculum is aligned with the minimum skills assessed

·         Ensure that the Training faculty is skilled to manage the training curriculum

·         Evaluate training quality (Kirkpatric Model/COPC)

·         Review with internal customers the quality of service provided by the Training team in the live operations environment

·         Institutionalize a mechanism that integrates the input from the quality department, client feedback and CSAT / sales metrics, and use this input to drive ongoing training endeavors

·         Interact with prospects to demonstrate training capability and to devise training transition plans for potential business

·         Ensure that the Training Central function is constantly in touch with market best practices and engage where appropriate with suppliers to institutionalize these practices internally

 

·         Team Related:

 

·         Ensure that the team structure is designed to address business requirements

·         Involve the training management in building training strategies that will address long term business goals

·         Ensure adequate staffing and utilization given the dynamic business requirements

·         Constantly measure performance of team members and provide growth plans for Key and Critical resources

·         Plan and manage the training budget (both team related as well as Organization expenditure related)

 

·         Other Tasks:

 

·         Assist the business development team in designing training packs that can be shared with prospective clients

·         Ensure adherence to or compliance with all certification standards institutionalized across the organization (e.g. COPC, PCMM etc).