Senior Training Manager

TP; Mumbai; On-site; INR 1,800,000 - 3,200,000; Full time

Job summary

TP in Mumbai & Chennai seeks a seasoned Training Manager with extensive experience leading process training for international projects. The role involves managing approximately 900 FTEs, coordinating with stakeholders, and designing KRAs with a focus on both inbound/outbound voice and non-voice domains.

Travel to both locations is required; the candidate should have graduate or postgraduate education and a track record of driving cross-functional training initiatives across multiple LOBs.

Qualifications

• Graduate or Post-Graduate degree required.
• 10+ years of experience in process training area managing teams.
• 5-6 years of training experience in a managerial role.
• Experience in Inbound and Outbound Voice and Non-Voice domains.
• Ability to coordinate training activities with stakeholders across one or multiple LOBs and locations.

Responsibilities

• Review existing training materials for the project(s).
• Design KRAs for the team and assist Call Center management staff.
• Coordinate training activities with Hexaware and client stakeholders.
• Develop cross-training materials and SOPs; prepare relevant training reports and dashboards.
• Participate in RFQs/RFPs responses and discussions; plan TTT sessions for trainers.
• Develop Managers/DMs/AMs for on-the-job requirements and succession planning.

Skills

Training leadership

Stakeholder coordination

BFSI domain experience

Multi-location coordination

Education

Graduate / Post-Graduate

Job description

• Process: International (Banking + Others)
• Shifts: Rotational Shift (including night shifts)
• Working Days: 5 days a week, 2-week offs
• Location - Mumbai & Chennai (Role will require travelling at both location)
• Education - Graduate (Experience) required

Job Description -

• Review Existing Training Materials of the project/s
• Help in designing KRAs for the team assigned
• Work with Call Center management staff
• Coordinate training activities with Hexaware and client stakeholders
• Develop and review cross-training materials and SOPs
• Preparation and review of relevant Training reports and Dashboards
• Participate in RFQs/RFPs responses and discussions
• Coordinate plans on TTT sessions for new/potential trainers
• Experience in Inbound and Outbound Voice and Non-Voice domain
• Span of control - ~900 FTE's
• Strong Banking/ BFSI/CS/Telecom/Travel/eCommerce experience from International projects is required
• Preparation of decks for MBRs, WBRs, QBRs for client reviews
• Develop Managers/DMs/AMs for on-the-job requirements and part of the succession planning exercise.

Criteria -

• Graduate / Post-Graduate
• 5-6 years of training experience in a managerial role
• 10+ years of experience in process training area managing teams
• Experience in Inbound and Outbound Voice and Non-Voice domain
• Ability to coordinate training activities with stakeholders across one or multiple LOBs as assigned and multiple locations.