Deputy Manager - Training

Job Advert

Our ideal candidate must have a sincere passion and knack for communication as you will play a central role within the business, providing links between the client, live operation, the academy and new hires into the organisation, ensuring that all learning needs and training solutions are a creatively designed delivered and are appropriately fit for purpose.

You'll need to have a keen eye for detail and provide creative insight on ways to improve material content to increase its delegate engagement and competency speed.

What you’ll be doing

• Maximising efficiencies through the design, development and delivery of creative and tenacious learning solutions; being mindful of Operational challenges
• Identifying revenue generating opportunities through continual improvement of training materials, implementing trends and the changing client call mix into induction and up-skill collateral
• Monitoring and measuring the overall team and individuals’ performance against KRA’s
• Being accountable for all site learning and development, project and client training, customer excellence academy and training to support published HR policies
• Monitoring and benchmarking standards of customer service; regularly conducting analysis and reporting on satisfaction levels, and actively seeking and acting upon feedback
• Effectively structuring client meetings and providing reports to demonstrate accreditation standards are met
• Monitoring and reporting on site training activity to the training administrator as per L&D standards to ensure that all Learning & Development progress reports and management reports are delivered by set deadlines
• Feeding back to the wider team and improvement changes within L&D to improve quality of department and supports cross site implementation of successful change interventions
• Seeking opportunities to drive employee engagement through L&D solution / support, over and above planned training
• Identifying and prioritising all challenges and limitations, supported by the proposal, detailing effective solutions
• Inspiring and motivating direct reports and their staff by proactively identifying and delegating development opportunities and leading by example
• Proactively building and developing strong relationships with other departments (HR, Recruitment, Operations, Compliance, IT, R&P, facilities etc.) to enhance working practices
• Forward planning, coordinating and scheduling all site learning solutions; coordinating all resources including rooms and trainers and taking into account cost and operational management views

What you’ll need

• Prior Process Training experience is must
• Minimum 1-2 years experience as Assistant manager/ Deputy manager Training.
• Content moderation is mandatory for the role.
• Should be from BPO background/ Contact center enviornment.
• Must have handled client and should have handled Training department thoroughly.
• Well verse with Training modules such as TNI/TNA /RACI / Content development.
• Must understand the KPI/ KRA of a Training Lead.
• Team management and development experience

Take this opportunity to advance your career with our collaborative team of game-changers.