Group Manager - Process Training - Hyderabad

WNS; Hyderabad; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

WNS in Hyderabad is seeking a seasoned Training Lead to manage New Hire onboarding, nesting, and 30-60-90 day performance cycles within BAU operations. You will design training plans with client SMEs inputs, assess material effectiveness, and drive governance through the Training Standard Document.

You will run daily/weekly huddles, participate in transition calls, conduct audits and calibrations, develop BTB interventions from TNA, and deliver certification programs.

Qualifications

• Minimum of 10 years of experience.
• Training experience is must.
• Excellent communication and presentation skills.

Responsibilities

• Accountable for New Hire training, Nesting, Performance during 30-60-90 days period and overall knowledge management during BAU Operations.
• Take direction from training lead and execute deliverables.
• Design process training plans with inputs from client SMEs.
• Assess the effectiveness of training material to be deployed for the program including SOPs, Participant and Facilitator Guides, Learning Check Points, etc.
• Set-up daily/weekly huddles with trainees to track progress and resolve issues.
• Participate in periodic transition update calls set-up by Project Managers for internal stakeholders and provide detailed updates on progress of training batches.
• Conduct audits, calibration with QAs & Training Need Assessment (TNA) for employees in BAU Operations.
• Develop training interventions (BTB) based on TNA for existing employees.
• Conduct certification programs & other developmental workshops for auxiliary trainers.
• Review and revise the standard operating procedures periodically or as agreed with the client.
• Ensure robust update management process is deployed and followed.
• Ensure adherence to the training governance mechanism as outlined in Training Standard Document (TSD).
• Preparing, publishing and maintaining various training reports and dashboards.

Skills

Communication skills

Presentation skills

Job description

• Accountable for New Hire training, Nesting, Performance during 30-60-90 days period and overall knowledge management during BAU
• Take direction from training lead and execute deliverables
• Design process training plans with inputs from client SMEs
• Assess the effectiveness of training material to be deployed for the program including the SOPs, Participant and Facilitator Guides, Learning Check Points, etc.
• Set-up daily/weekly huddles with trainees to track progress and resolve any issues
• Participate in periodic transition update calls set-up by Project Managers for internal stakeholders and provide detailed updates on progress of training batches
• Conduct audits, calibration with QAs & Training Need Assessment (TNA) for employees in BAU Operations
• Develop training interventions (BTB) based on TNA for existing employees
• Conduct certification programs & other developmental workshops for auxiliary trainers
• Review and revise the standard operating procedures periodically or as agreed with the client
• Ensure robust update management process is deployed and followed
• Ensure adherence to the training governance mechanism as outlined in Training Standard Document (TSD)
• Preparing, publishing and maintaining various training reports and dashboards

Key Performance Indicators

• New Hire Trainee Attrition
• New Hire Trainee Accreditation Rate
• PKT Failure Rate & QA Scores for newly trained staff
• 30-60-90 days performance of new hires
• Process knowledge test pass rate
• Completion percentage of client mandated CBTs across employees working in the process being supported
• No non-conformities in internal and external audits
• TTT certification for auxiliary trainers
• Other key vertical / process specific metrics

3. Qualifications/Specific skills and experience

Skills & Experience

• Minimum of 10 years of experience
• Training experience is must
• Excellent communication and presentation skills