Training Manager | Collections Campaign

At Sutherland we are committed in creating a dynamic work environment that is professionally challenging and personally rewarding. Our team is composed of goal-oriented and strategic-thinking individuals and we are looking to add a Mgr-Technical Training who will create and facilitate training materials with a focus on equipping the organization with fundamental skills and knowledge.

As a Training Manager, you will deliver and evaluate soft & technical skills training on all aspects of client training.

Responsibilities:

• Observe and review training delivery and coach and develop trainers on the same/ Supervise delivery of training & nesting operations, manage and supervise a team of 6-10 trainers/Training Specialists (T-Specs), train classes as and when required
• Provide technical/soft-skills related coaching/guidance to the T-Specs in aspects of

a) conformance to curriculum/content delivery methods

b) calibrate & conform to client prescribed/mutually agreed qualitative standards

c) coach T-Specs/ ATS’s/Nesting Support Staff to effectively conduct/manage

individual, group and class interactions

• Assess/Analyze/Monitors participant and class performance - as measured by KPIs during Nesting/Classroom.
• Prepare regular/accurate and meaningful internal and external reports related to training.
• Plan and plot in for resources as required (weekly, Bi-weekly, monthly).
• Prepare analysis & action plans to improve trainer/training delivery.
• Delivery of training programs as and when required/ Delivery Demo for trainers as per coaching plans.
• Development of training for all aspects of client projects, including soft skills and technical skills.
• Participate in routine client/learner interaction.
• Perform other related duties and assignments as required and as assigned by supervisor or manager.

Our most successful candidates will have:

• Earned a Bachelor’s degree in any field (Major in Education or Communication) preferred but not required.
• At least 5 to 6 years of work experience with training, process transformation in a contact center environment, 3 years of which as a people manager.
• Three to Four years of banking / financial services experience - particularly in collections.
• Excellent working knowledge on Microsoft Office applications (Excel, Powerpoint, Word and Outlook)
• Strong English verbal and written communication skills
• Strategic in developing solutions and process improvements
• Willingness and ability to work in a shifting or graveyard schedule