Assistant Manager - Process Training - Pune

WNS; Pune District; On-site; INR 500,000 - 700,000; Full time

Job summary

WNS is looking for a qualified professional in Pune District for a training role. The candidate will be responsible for new hire training, knowledge management, and training performance. A graduate with at least 3 years of experience in P&C insurance and 2 years in a training department is required, along with excellent communication skills and proficiency in MS Office. The position requires a willingness to work in a 24/7 environment.

Qualifications

• At least 3 years working experience in P&C insurance.
• Sound understanding of the training function with at least 2 years in a training department.
• Willingness to work in a 24*7 environment.

Responsibilities

• Accountable for new hire training and performance during a 30‑60‑90‑day period.
• Conduct certification programs and developmental workshops for trainers.
• Manage internal communication with peers, stakeholders, and clients.

Skills

Excellent written and verbal communication skills in English

Strong time-management skills

Proficiency in MS Office

Education

Graduate in any stream

Job description

Job Responsibilities

• Accountable for new hire training, nesting and performance during a 30‑60‑90‑day period.
• Responsible for BAU regular day‑to‑day work.
• Take directions from the training manager and execute deliverables.
• Design process training plans with input from clients.
• Assess the effectiveness of training material to be deployed for the KT program including SOPs, tracking, and provide detailed updates on the progress of training batches.
• Conduct PKT and continuous follow up with team to achieve 100% adherence; conduct refreshers based on QA error findings and critical parameters.
• Frequent calibration with QAs & training need assessment (TNA) for employees in BAU operations.
• Periodic follow up on BQ employees and provide training and refreshers to improve their quality.
• Conduct certification programs and other developmental workshops for auxiliary trainers.
• Review and revise the standard operating procedures periodically or as agreed with the client.
• Ensure adherence to the training governance mechanism as outlined in the Training Standard Document (TSD).
• Prepare, publish and maintain various training reports and dashboards.
• Identify early warning signals (EWS), provide feedback, and create a coaching environment.

Key Accountability

• Training performance: end‑to‑end responsibility of training deliverables such as throughput, certification, early production performance, etc.; conduct interventions during training and nesting.
• Reporting: ensure all training reports are shared on time and accurately for internal stakeholders and clients.
• Content creation: conduct training need identification (TNI) and update the pre‑process training plan accordingly.
• Knowledge management: ensure floor agents complete timely monthly checks, floor refreshers, etc.
• Stakeholder management: manage internal communication with peers, stakeholders and clients.
• Coordination: conduct interventions during process training and nesting.
• TNI refreshers: identify agent strengths and improvement areas, provide a concrete work plan, and create intervention plans based on TNI including RCA, one‑to‑one coaching, briefing, classroom sessions, and on‑floor activities.
• Hiring: recruit candidates as per client and process requirements on all communication parameters.

Qualifications and Skillset Required

• Graduate in any stream.
• Excellent written and verbal communication skills in English.
• Willingness to work in a 24*7 environment (5 days).
• Strong time‑management skills and proficiency in MS Office.
• Work experience: at least 3 years in P&C insurance.
• Certification/Doman certification in P&C insurance (if applicable): certifications will be an added advantage.
• Training experience: sound understanding of the training function and at least 2 years spent in a training department.