Corporate Training Manager - Bengaluru / Bangalore, India - Mpowering HR Solutions

Description

• Drive Customer Excellence for Omnichannel.
• Design and deliver best in class training programs for Customer Service representatives, Supervisors and Leaders.
• Design a training curriculum and role play exercises on service level standards.
• Assess the effectiveness of customer service training programs.

• Coordinate with Stakeholders to identify the new process and refresher training requirements.
• Identify mechanism to track the effectiveness of the agreed programs and share with the Process Excellence team.
• Coordinate with Process Excellence team to publish the completion and effectiveness of the agreed programs.

• Conduct regular train the trainer programs for on new content.
• Conduct train the trainer program on the refresher and new process requirement as per business requirement

• Ensure updated content is available for the trainers.
• Create lesson plan and ppts for each role.
• Assess the content on regular basis and update it accordingly.
• Coordinate with the Digital Learning team to assess newer ways of training.
• Making content available for the Digital Learning team.
• Create, evaluate, and assess effectiveness and quality of training materials and content.

• Coordinate with Stakeholders to devise mechanisms to evaluate effectiveness for each role as per Kirkpatrick Model.
• Share the mechanism of evaluating it with the Process Excellence team.
• Share parameters on auditing the trainings conducted with Process Excellence team.
• Track and monitor them as per agreed timelines.
• Coordinate with Process Excellence team to publish the completion and effectiveness of the agreed programs.
• Define future needs by reviewing and analyzing training and business performance metrics

• Collaborate with managers to define training needs of their teams and execute it.
• Coordinate with stakeholders to share weekly and monthly training progress.
• Coordinate with stakeholders to identify training requirements – new process & refresher.
• Keep the stakeholder updated with the training content.

• Identify training related problems and solving them with innovative ideas.
• Analyze training data, recurring patterns to identify business problems and solve with new and innovative ideas.
• Discuss, brainstorm and pitch ideas to the relevant stakeholders and effectively devise a plan of action to solve the issue with the learning strategy.
• Implement the learning strategy for respective LOBs and ensure to train all the members responsible.
• Ensure to increase the efficiency of the existing processes post implementation of new ideas and strategies.