The BPO is acaptive unit of one of the World's largest HR Consulting & Outsourcingfirms. The role profile is below:
Designation : Operations Training Leader Operations Training Leader is responsible for design and delivery of theoverall Operations Training strategy for the company in India. The positionis based at Gurgaon. The incumbent would report to the Business Leader ofthe company and would be a part of Hewitt leadership team
Responsibilities:Design Knowledge Transfer Strategy· Partner with the Global Sourcing Team, the transition team and theLearning & Development team to design India centric knowledge transferstrategies for all new transitions.· Work with the learning and development team in the US to evaluate adequacyof training materials for the new process being migrated. Give suggestionsfor possible changes in the training materials to suit the India operationsneeds.· Design assessment and certification approach for new transitions· Conduct post transition reviews to assess effectiveness of knowledgetransfer solutions.
Training Delivery:· New Hire Training Programs- Effectively and efficiently manage new hiretraining programs· Ongoing Training Programs-· Continuous Knowledge Improvement Programs- Identify knowledge gaps inexisting associates and design & deliver training programs to bridge the gaps·
Cross Training- Design and implement a cross training strategy to buildknowledge depth in associates· Continuously measure effectiveness of training and identify trainingoptimization opportunities.
Partner with Learning & Development· Partner with the Learning & Development in the US for all Content creationrequirements.· Collaborate with the L&D team to implement organizational wide Learningstrategies e.g., Learning Management Systems, Virtual training tools,technology based learning.
People· Manage a team of trainers across Gurgaon and Mumbai. Each site would alsohave a training delivery lead.· Manage all aspects of performance management of the training team –planning, performance review, reward & recognition, feedback & coaching,etc.· Build depth in the training team.· Partner closely with other business leaders- Operations, Transitions,Quality, HR, and Finance to foster a collaborative environment.
Specifications· Minimum 13 years of experience.· Experience of crafting operations training strategy and its delivery in alarge BPO (predominantly non voice) setup· Experience of customization of training content as per the need of the process· Strong communications·
Prior experience of working with the US counterparts would be helpful.
Please mail CV at firstname.lastname@example.org,