BPO Senior Manager

NTT DATA, Inc.; Chennai District; On-site; INR 2,600,000 - 4,200,000; Full time

Job summary

NTT DATA Services in Chennai and Coimbatore is seeking a Senior Manager – Training to lead domain, process and compliance training for our BPO operations, ensuring consistent quality across sites.

You will conduct Training Needs Analyses, build course calendars, manage SOPs and training materials, evaluate training effectiveness, and report dashboards to senior management. The role requires 12+ years in BPO training, with 5+ years in leading new-hire, refresher and compliance programs.

Qualifications

• Total 12+ years in BPO and process training.
• 5+ years in BPO with understanding of processes.
• 5+ years in managing training for new hires, refreshers and compliance.

Responsibilities

• Managing domain, process, compliance and refreshers training programs.
• Conduct Training Needs Analysis, creating course calendars and ensuring adherence to training calendars.
• Managing content (SOPs and training materials) as per NTT/client standards.
• Evaluating impact on business by measuring training effectiveness.
• Reporting training progress and training dashboards to management.

Skills

Training management

BPO domain knowledge

Team leadership

Content development

Training needs analysis

Job description

Top 10 Global Servicesfirmisseeking Senior Manager – Training for our Business Process Outsourcing (BPO) Center in Chennai and Coimbatore.

The Company

NTT DATA Services is a top 10 global services company and part of the NTT Group, a Fortune 29 telecommunications and services company based in Japan. We operate with 60,000 professionals in 36 countries. Every day around the world we help clients explore new ways to respond to market dynamics with flexibility and speed, reduce costs with less risk, and increase productivity to enable growth.

The Opportunity

For more than 30 years, our Business Process Outsourcing (BPO) team has implemented the processes and technologies for our clients that bring about real transformation for customers of all sizes. Our end-to-end administrative services help streamline operations, improve productivity and strengthen cash flow to help our customers stay competitive and improve member satisfaction.

In these roles, you willbe responsible for:

• Managing domain, process, compliance and refreshers training programs (as applicable).
• Conducting Training Needs Analysis, creating course calendars and ensuring adherence to training calendars.
• Managing content (SOPs and training materials) as per NTT/client standards.
• Evaluating impact on business by measuring training effectiveness (feedback on training, performance during training and on the job performance).
• Reporting training progress and training dashboards to management.

Requirements for this role include:

• Overall 12+ year(s) of experience in BPO, and process training.
• 5+ year(s) of experience in the BPO that require an understanding of BPO, concepts and process.
• 5+ years(s) of experience in managing new hire, refresher and compliance training for team members in BPO.

Work shifts for this position will be scheduled between Monday-Friday (IST):

• Shift 1: 9 AM to 7PM
• Shift 2: 2 PM to 12AM
• Shift 3: 6 PM to 4 AM.

The shift timings can be changed as per client requirements. Additionally, resources may have to do overtime and work on weekends basis business requirement.

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