Role and Key Responsibilities:

• Manage a team of trainers & Training Team leaders in International banking process
• Client /Customer/People Management
• Manage Training team deliverables as per the TCOE guidelines.
• Improve training standards/methodology and processes.
• Liaise with clients and other departments to drive key training projects.
• Manage daily team activities and ensure daily operations run smoothly.
• Drive team adherence and manage scheduling.
• Handle escalations
• Manage key training metrics like Floor support, throughput, NHT hiring/ planning.
• Run thorough analysis on training metrics.
• Drive Continuous Improvement in the team along with metrics improvement.
• Generate dashboards and scorecards for the internal and client reviews.
• Performance management of the team including career development
• Represent training in internal reviews and client forums.
• Conduct RTRs and NH training spot checks and dipsticks to ensure training efficiency.
• Maintain key MIS related to all the above activities.
• Knowledge management for the floor
• Participate in calibration of Trainers and QAs within the team.
• Designed the FMEA framework in the existing organization or in the past.
• Manage Training team deliverables as per the TCOE guideline

Key Skills and knowledge:  

• Plotter analysis, Content research, Content design and Content validation.
• Proficiency in MS Office especially Excel, Word and PowerPoint.
• Understanding of the ADDIE and Kirkpatrick models.
• Customer support experience
• Willingness to work in a 24x7 shift environment with 5 days working
• Good MS Office skills
• Exposure to Voice process & Compliance Management shall be an added advantage
• Exposure in banking process is essential

Education : Graduate mandatory.