Job Title

Job DescriptionTo identify training needs and manage/co-ordinate/plan/deliver and monitor process training & upskilling programmes for all employeesKey Responsibilities: - Ensuring strict and absolute compliance to the training governance plan of the business - Identifying training and development needs through Product Knowledge Tests & Quality defect analysis - Conducting brainstorming and Root Cause Analysis sessions to scope developmental needs - Disbursing Product & Process updates in line with training governance - Co-ordinate / conduct refresher training based on TNI - Conducting appraisals - Devising individual coaching / learning plans - Creating/updating training materials for in-house courses including but not limited to Facilitator Guides, Participant Guides, Process Maps and Detailed Process Manuals - Supervising training delivery during new hire and project transition periods - Measuring training effectiveness and maintaining all required Training MI, including but not limited to, daily, weekly, monthly reports and dashboards as outlined by training governance - Monitoring and reviewing the progress of trainees through questionnaires and discussions with managers - Evaluating trainers and training & development programmes through classroom observation sessions - Responsible for and managing, maintaining and allocating all training material & resources as applicable (training rooms, stationery etc.) - Deliver one on one coaching and provide feedback whenever required - Ensure training plans in place, Training docs like SOP's, process maps's - Ensure timely sign off / accreditation of the staff in training - Manage 30-60-90 day performance for the staff signed off - Ensure ramp-up targets for the new learners into productivityQualificationsGraduate minimum Post Graduate preferable Previous Training experience mandatory especially around migrations of new process and operations know how into customer service Min 6 years into BPO & Min. 3 year in training