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About this role

• Bachelor’s/Master’s Degree
• Experience of overall 13 to 16 years with at least 9+ years in Training function, preferably within Google accounts
• Strong communication skills - ability to work closely with internal staffing clients and communicate complex analytics in a structured and clear manner.
• Ability to build strategies for the business training process.
• Familiar with traditional and modern training processes (mentoring, coaching, on-the-job or in classroom training, e-learning, workshops, simulations etc) and understanding of Training SLAs
• Great people handling skills
• Capability to develop and ensure implementation of successful training programs
• Critical thinker with problem solving skills
• Meticulous attention to detail and Excellent presentation skills
• Ability to work in a fast-paced, constantly evolving environment.
• Ability to manage multiple tasks and competing priorities effectively under pressure and short time lines
• Govern the business process knowledge management and build strategies
• Identify and recommend modifications or addition in content to facilitate the learning needs of the new hires as well as tenured agents.
• Ability to guide the Training team to conceptualize training interventions as per the learning gaps identified
• Guide trainers in conducting Focus Group Discussions with Ops team, Study BQ & RCA analysis to identify high error areas
• Overall governance of the new hire training batches and build in impactful interventions
• Guide and instruct the team to manage the performance and behavioral issues of new hires in training
• Govern the training throughput attrition and duration policy
• Efficiency Improvement & Calibration are maintained as per agreed SLA
• Ensure that the team maintains a timely completion of interventions
• Conduct periodic audit checks to ensure adherence to processes and timelines as defined in Training SOP
• Leads discussion for any training support for other project requirement
• Support all training asks including cross vendor requirement with appropriate follow up and documentation
• Responsible for quality engagement program, people development initiatives (cognitive skills) design, execution and drawing impact
  
  

• Attend all relevant client meetings and act as the primary point of contact for the client
• Liaise with the client to understand requirements, transfer these into actionables for the team and deliver the expected output
• Generate and share meaningful insights with clients for improvement of process/tool
• Ensure all client tasks are delivered based on commitments made
• Create and present Training slides as part of business reviews in WBRs/MBRs.