General Manager - Behavioral Training

Role :

Responsible for overall end to end training requirements for the verticals/projects assigned. Client and internal stakeholder connect coordination and front ending. Reviewing existing training materials, designing KRAs for the team, developing and facilitating team motivational activities, coordinating training activities, developing cross-training materials and SOPs, preparing relevant training reports and dashboards for internal stakeholder and client business reviews and developing managers/Sr managers in job requirements as assigned.

Reports into:

Head of Training

Job Responsibilities :

(Must have)

• Review existing process training materials by gap analysis
• Design KRAs for the entire team
• Facilitate motivational activities as needed for the team members
• Coordinate training activities with Hexaware and client stakeholders
• Develop cross-training materials and SOPs for the project/s assigned
• Effectively manage ramp requirements at the projects
• Prepare relevant training reports and dashboards
• Develop Managers/Sr Managers for on-the-job requirements
• Lead client and stakeholder conversations in business reviews as set by the project
• Participate in RFQs/RFPs responses, sales pitches and discussions
• Coordinate and complete TTT sessions for new/potential trainers
• Ability to manage teams/geos as allotted and work in a rotational shift environment is required.
• Span of control - up to 1200-1400 FTE’s

Job Responsibilities :

(Desired)

• Good communication and managerial skills to lead stakeholder and client communications
• Preparation and review of decks for MBRs, WBRs, QBRs with client and internal stakeholders as applicable
• Understanding of process and department PnL and its allied requirements.

Criteria :

(Must have)

• 14-15 years of overall process training experience in a BPO environment in the voice and non-voice set ups.
• Ability to design KRAs strategically as per process and department requirements.
• Experience with client and stakeholder coordination and leading business reviews as applicable for the projects/vertical assigned

Criteria :

(Desired)

• Experience in communication training requirements
• Familiarity with RFQs/RFPs/sales pitches processes and responses

Shifts timings:

General unless specified by the process for specific time adherence should be flexible.

Week Off :

Sat-Sun unless specified by the process for specific week off adherence

Transport :

NA