Associate Director - Capability Development
As the Associate Director Cap dev at Firstsource Solutions Limited, you will be responsible for strategizing, conceptualizing, and implementing a Strategic learning framework, Automation initiatives, and improvement projects to support consistent delivery of client metrics and value to the business. Your role includes managing onshore and Offshore training teams for diverse businesses, championing customer experience, cost, and compliance goals for the organization, and partnering with various stakeholders to create value for clients and the organization. You will also champion the FSL values.You should be a seasoned learning leader with experience in designing and implementing end-to-end learning architecture in a Contact Centre environment. Proactively managing identifying trends, producing root cause analysis, and providing solutions will be a key aspect of your responsibilities. You will need to innovate and improve processes to enhance client delivery, reduce costs through process improvement and automation, and improve learning and learner experience through innovation.Your experience in implementing Industry tools such as Gen.ai AI, RPA, ML, and application to improve the customer journey and learning experience will be crucial. You will create processes to enable Training interventions and practices across the lifecycle of an employee - from hiring to production. Leading project delivery teams through the adoption of PE principles, practices, tools, and techniques to ensure expected outcomes will be part of your role.Collaboration with Ops, Process Excellence, Analytics to deliver key business outcomes, managing compliance and business risk for all accounts, and staying in touch with industry standards of Training practices are also important aspects of your job. You will partner on TNI creation and advisor improvement journey, use strategic tools like six sigma, lean, design thinking, and agile tools to stay ahead of competition, create a niche brand for the business and clients, and lead the Training function for migration of new businesses.In terms of people delivery, you will manage a team of Sr. Managers & Managers for all clients in BFSI business, plan people development and succession planning, identify KSA and plan upskilling of the team, and create a culture of Customer experience, learning, and innovation across all levels. Additionally, you will be responsible for people's annual goals and month-on-month review, ensuring efficient knowledge transfer, and managing the delivery of KPIs like STC/STP, Throughput, early tenure attrition, training time reduction, cost reduction, customer experience, and risk management.If you are passionate about transforming learning frameworks, driving automation initiatives, and delivering value to clients and the business, this role at Firstsource Solutions Limited offers an exciting opportunity to make a significant impact in a dynamic and collaborative environment.,
- Job Tags six sigma, business process quality, process excellence, quality assurance
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- Associate Director - Capability Development
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Six Sigma, Agile, BPMN, Innovation, Collaboration, Change management,Process improvement methodologies, Lean Six Sigma Black Belt, Certified Business Analysis Professional, Project Management Professional, Software coding, Customerside web technologies, Data visualization tools, Process improvement methodologies, Problemsolving
Six Sigma, Quality Control, Project Management, Data Analysis, Communication, Teamwork,Lean process, Kaizen Process, SAP S4
Six Sigma, Agile, BPMN, Innovation, Collaboration, Change management,Process improvement methodologies, Lean Six Sigma Black Belt, Certified Business Analysis Professional, Project Management Professional, Software coding, Customerside web technologies, Data visualization tools, Process improvement methodologies, Problemsolving
Six Sigma, Quality Control, Project Management, Data Analysis, Communication, Teamwork,Lean process, Kaizen Process, SAP S4