Senior Manager Knowledge Management
Location
Noida | India
Job description
Contract Type: Full-Time
Location: Noida, India
JOB OVERVIEW
As the Senior Manager Training, you will be at the forefront of developing and implementing comprehensive training programs to enhance the skills, knowledge, and performance of our employees. This key leadership role involves strategic planning, team management, and collaboration with various departments to ensure that our workforce is equipped with the necessary skills to excel in their roles and contribute to the overall success of the organization.
KEY RESPONSIBILITIES
Learning Design
- Design a systematic training programme which ensures end-to-end process competence for all team members and supports the centre to deliver on SLAs at all times
- Collaborate with Subject Matter Experts and Operations Managers to develop a deep understanding of the needs of the role in the processing centres and develop a competency matrix and tools (eg: formal training, process guides etc) to support staff on a day-to-day basis
- Design and implement a job-based orientation programme for new joiners and also include a wider introduction to Study Group’s global operations
- Plays a key role in the delivery of change in the processing centre – engages early in the planning of operational change to ensure that relevant teams are upskilled at an appropriate time in the change process.
Learning Delivery
- Conduct system and process training as required by the business needs (eg: new hires training, refresher courses, cross-training, and training to support operational changes etc.)
- Facilitate classroom, 1:1 training/coaching or e-learning as required
- Develop a local training Plan/calendar for the NOIDA hub, to include regular refreshers on key processes and broader skills improvement training
- Maintain class attendance and performance records of all team members’ training attendance/certifications.
Learning Assessment
- Design and implement a certification process which ensures that all staff have adequately met the skills, knowledge and behavioural requirements of the role, ensuring a shorter speed to performance and continuous improvement in business outcomes
- In conjunction with Operations Team Leaders, develop and implement a mechanism to continually assess team members against expectations of the role, identifying skill or knowledge gaps and identifying additional training needs to address these
- Use training assessments, business performance data and feedback from Team Leaders/Quality team to identify and design further training interventions which will support the business to make improvements in key performance metrics such as quality and turnaround times
- Observes and assess team members “on the job” to identify training gaps and recommend additional support where required.
ABOUT YOU
- Proven track record in the design and delivery of operational/process related training.
- Experience in a similar role in a global BPO or captive processing centres with complex work processes.
- Experience of using business performance data to identify opportunities for people-related learning interventions.
- Experience of working in a global matrix organisation, and the management of multiple stakeholders.
- A strong track record in end-to-end learning and development, business consulting, people consulting, or HR/people team related roles would be an advantage.
- Prior knowledge in people related topics, e.g., psychology, psychometric assessments, behavioural science, neuroscience, organizational behaviours would be an advantage.
- Competent in use of Excel, PowerPoint and other systems to undertake data analysis.
- Develops strong relationships with colleagues and stakeholders across Study Group’s global operations.
- Builds confidence with colleagues and stakeholders by taking ownership and demonstrating an understanding of the issues and providing prompt resolution where possible.
- Is flexible to adapt their approach in order to meet the needs of different groups of stakeholders.
- Deals tactfully and confidently with stakeholders – recognises when to hold the line and when to challenge the thinking of others in a constructive way whilst always maintaining professional relationships.
ABOUT US
We are a global pathway provider in International Education, working collaboratively with over 50 universities around the world, offering over 500 undergraduate and postgraduate teaching programmes. Voted as 2017, 2018, 2020, and 2021 Global Pathway Provider of the year, our people are united with the shared ambition of providing a world-class education to talented students from across the globe.
With a truly global outlook and offices all over the world, our international team uses its expertise, knowledge, and commitment to create opportunities and add value. We are determined to grow and innovate in our field, providing our students and partners with high-quality outcomes across the higher education space.
ORGANISATIONAL COMPLIANCE
Study Group is committed to safeguarding and promoting the welfare of its students and expects all staff and volunteers to share the same dedication. Applicants will be required to undergo child protection screening appropriate to the role, including checks with past employers, an Enhanced Check from the Disclosure and Barring Service (DBS) and overseas criminal records if appropriate.
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