Assistant Manager 74 views

Job Description:

India Customer Care | Job Descriptor – Assistant Manager (Training)

Job Description:

Wipro Designation: Asst. Manager (Training)

Wipro Band: B2

Reporting to a Team Manager (Training), the candidate will be accountable for the implementation of new training strategies, plans, and processes to meet business objectives and conduct domain and client specific trainings.

Responsibilities: –

  • Planning
  • Work with Training Manager, onshore training counterparts, and other Assistant Managers to ascertain quarterly domain learning requirements
  • Coordinate with stakeholders to consolidate training needs and publish a training plan outlining coverage targets /locations, etc.
  • Creating implementation strategies on training delivery, reporting, and learning plans with a co-facilitator
  • Getting a signoff from stakeholders/client partners on the proposed plan & on reporting on the proposed plan & on reporting (effectiveness measurement of learning intervention) effectiveness measurement of learning intervention.
  • Training Delivery & Support
  • Training delivery on Medical and Health Benefits, Defined Contribution and Defined Benefits preferable.
  • Training on Tools (CSPRO, TBA, Knowledge Central, U-Point, Assist, ALIS)
  • Understand business requirements on domain and contribute to module creation and customization
  • Conduct training refreshers and domain boot camps
  • Understand virtual training environment, virtual training delivery, engagement, and reporting
  • Training on client specific domain, execution of floor support strategies (keeping business requirement in mind) and reporting
  • Ongoing Learning & Training Needs Identification and Analysis
  • Conduct classroom observations for new trainers and mentor them as per need
  • Deliver BI – Train the trainer for new domain trainers and support other preparatory activities
  • Handle day to day batch management
  • Measures pre and post-performance improvement of new batches as well as aligned colleagues from the businesses
  • Conduct Teach back sessions for new trainers

3.MIS & Data Management

  • Compile, track and report metrics to measure training effectiveness (Learning plans, course completions)
  • Creating & Maintaining Schedules, Learner status report, Attendance, Assessment, and Results
  • Collation and analysis on participation, behavior, Schedule adherence and Tardiness
  • Analysis of the mock calls for learners (Call Flow & Domain Knowledge)
  • Stakeholder Management
  • Ensure that delivery expectations are clarified for any ad-hoc requests and business is informed of delays in advance
  • Keeping business informed about the performance and progress of the batch with regular updates/reports
  • Raising red flags in a timely manner to mitigate any delivery risks
  • Team Responsibilities
  • Openness to share and learn best practices from other trainers
  • Focus on delivering as a team while executing individual responsibilities
  • Maintain schedule adherence (leave planning, shift timing, mobility across Noida & Gurgaon, batch schedules)
  • Openness to share/receive feedback and work on the same
  • Take & demonstrate ownership/accountability of assigned tasks
  • Participate in monthly performance/progress review with business leaders/Team managers

Additional Info:

  • Aptitude towards Quality Control (maintain Quality metrics as per client standards)
  • Facilitation Skills: Should possess excellent facilitation skills.
  • Adaptability to different styles of training and execution (understanding learner’s ability and culture (US/Canada)
  • Mentor new hires and onboard them
  • Coaching and feedback skills: should possess excellent coaching and feedback skills
  • Good communication skills (both written and verbal)
  • Proficiency with MS Office, MS Excel Advanced, MS Word and Power Point
  • Has experience in reporting out data or creating dashboards.

Education, experience and preferred skills

  • Total work experience should be 4 years or more (after Graduation in any discipline)
  • Experience in Customer Service – Preferably U.S. process
  • Experience in US Benefits domain training (preferably – Medical & Health Benefits, Payroll, HR benefits etc.)

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