Assistant Manager Training

The Training Manager / AM Training will identify and monitor training needs in the organization,
and design, plan, and implement training programs, policies, and procedures to fulfill business
requirements.
They assess the needs of a business, implement training and development plans, and facilitate
a variety of training programs that enhance the effectiveness of the workforce.
People Management:
● Review existing training programs, bring in enhancements and modifications to improve
engagement, learning, and retention and/or to meet the changing needs of business, the
organization, or the industry
● Acts as mentor/coach to ensure that training delivery & content delivered across LOBs is
efficiently planned & executed by Training Specialists
● Oversees and retains accountability for the daily deliverables of the training team
● Conducts training on the process & product as per the functional alignment. Performs
performance evaluations that are timely and constructive
● Ensures trainers are adhering to the latest version of training content & training
curriculum
● Conducts dip-stick checks for NHT batches – Trainer and Training efficacy evaluation –
Identify and invest in self-development/role enrichment of trainers by having structured
IDPs built.
Vendor Management:
● Works closely with Vendors to identify and address any challenges while monitoring all
training-related activities to ensure alignment to the larger vision of the function while
driving training compliance and ensuring this is adhered to across all vendor partners
● Attending vendor reviews (weekly/monthly) to ensure governance.
Knowledge Management:
● Lead/contribute to the development of a knowledge management strategy and
associated implementation plan
● Lead/contribute to the development and execution of the KM Governance Plan
● Develop a comprehensive mapping of KM information sources and knowledge, including
processes - Contribute to the development and maintenance of the knowledge
management system(s)
● Create a framework for required analysis gaps observed in KM and identify opportunities
for innovation, process, procedure and policy-making/adjustments
● Oversee capacity building and support for internal knowledge acquisition, management,
and sharing; ensure relevant communities of practice are developed and strengthened.

Inhouse Training governance:
● Works with managers to address learning gaps, instruction problems, or new training
needs
● Managing training compliance and ensuring adherence with the Inhouse teams- Working
alongside ops and contributing towards projects initiated
Partnerships:
● Partner with leaders/teams across functions (within and beyond CX) to identify
opportunities to be able to liaise and cater to respective training needs
● Assess training needs in the CX organization, design, plan, and implement training
programs, policies, and procedures to fulfill business requirements
● Create a roadmap and vision to develop learning and development-related content and
workshops that help in skill development within the CX organization. Explore avenues to
be able to partner with the larger L&D function of the organization to ensure alignment

Required Experience, Skills, Qualifications:
● Proficient in Microsoft Office
● Experience in LMS management and knowledge/certification in instructional designing
● Ability to lead a team in multi-tasking, prioritization, and meeting timelines on deliverable
● Ability to mentor, coach, and provide direction to a team of trainers
● Self-starter, sense of urgency, and works well under pressure
● Ability to foster a sense of professionalism and relationship building for self and team
● Excellent verbal and written communication skills
● Ability to moderate large groups
● Extremely organized and detail-oriented