Manager-Training-Knowledge Management

The primary role of the job is to manage trainers, Assistant Managers, and Lead Assistant Managers aligned to several processes. The job focuses on coaching and mentoring trainers/Assistant Managers, Lead Assistant Managers, facilitate training classes as needed, administer Training Needs Analysis, and come up with action plans to address knowledge gaps. The job also focuses on aligning and coordinating with support members and leadership, and on assisting the team with all training requirements.

Classroom Management/Modules/Up-training/Initiatives/Quality

• Help the Training Manager oversee or coordinate the different training requirements for the program and its projects in the assigned account/s.
• Monitor, coach and mentor trainers to help develop the required skill sets.
• Develop training materials, activities, and assessments.
• Facilitate training classes as needed.
• Help the (Senior) Training Manager and/or AVP gather, measure and analyze data to gauge the effectiveness of the training program and its parts/projects on a regular basis.
• Conduct trainer interviews and strengthen bench resources through the Training Apprenticeship Program.
• Protects the confidentiality of client and adheres to company policies regarding confidentiality.
• Create a positive work environment by acknowledging agent and team contributions, soliciting input, and offering personal assistance, when needed.
• Ensure compliance with internal policies and procedures, external regulations, and information security standards.

Competencies Required:

• Excellent communication and organization skills
• Very good coaching and training skills
• Ability to communicate effectively to a variety of audiences
• Ability to provide and support a vision and direction
• Ability to implement projects with the highest degree of professionalism and ensure follow through and evaluation of their effectiveness
• Ability to work with minimum supervision and in a continually challenging environment
• Ability to analyze learning needs and assist in the development of customized modules and initiatives
• Accepting a high degree of responsibility and accountability for others as well as for self
• Deep understanding, appreciation, and demonstration of world-class customer service
• Understanding of end-to-end processes and appreciation of customer experience’s impact on critical parameters
• Knowledge of MS Office – Excel, PowerPoint, Word

Eligibility Criteria: IJP is open to all Lead Assistant Managers (Internal) and External Candidates

• Candidates must have minimum 12 months tenure in Manager role, but Training is preferred.
• Should not be on PDP/Disciplinary action within 6 months from date of NOD. Please see Progressive Disciplinary Policy for further details (for internal candidates)
• Should not be on PIP during the time of application (for internal candidates)
• Candidates must have 3.5 & above rating (Goal & Competency or Composite Rating for internal candidates)
• Must have no issues on Attendance and Reliabilities.
• College graduate – preferably Nursing, Psychology, Mass Communications, or Education.
• Positive feedback from local leadership and their leadership teams.