Head Of Training

Location

Delhi | India

Job description

Role Head of TrainingLocation Mumbai/PuneTraining Head is responsible for maintaining and superseding expected Quality standards of delivery through New Hire and in life staff training and upskill. Primary objective of this role is to be a strategic leader, overseeing the creation of content, e-learning, collateral and other training materials, along with training delivery based on identified training needs.Key Responsibilities: Develop and implement New Age training strategy covering systems, processes, and policies to ensure that services meet or exceed client expectations. Proactively use insight, data, information from audits, complaints and appreciations to identify trends and areas for improvement Responsible for ensuring our new hire training delivers to the required customer service standards and is focused on quality of interactions. Monitor and report on key training metrics, such as customer satisfaction scores, error rates, compliance rates, commercial outcomes, interaction monitoring results and training throughput, effectiveness. Work closely with operations, recruitment, reporting and work force management teams to identify and address potential issues in real-time. Develop and maintain relationships with clients and provide regular reports on training metrics and improvement initiatives. Liaise with Risk Assurance and wider teams to ensure all training materials and compliance trainings are in line with the regulatory requirements.▪Qualifications: Bachelor's degree in business, Operations, or related field. Minimum 15 years of experience in training, with at least 5 years in a leadership role. Prior experience of working with external training partners/consultants In-depth understanding of traditional and modern training methods (including workshops, simulations, e-learning and coaching) Experience in designing and executing training programs; Being Tech Savvy, using Technology to make learning easier and effective for today's learners is preferred. Have a keen understanding of New Age Training trends, developments and best practices Excellent analytical and problem-solving skillsIf interested request, you to share your resume on [email protected] to take it ahead for further evaluation rounds.

Job tags

Salary