Group Manager - Process Training

Wns (Holdings) Limited (Adr); Cape Town; On-site; ZAR 30 000 - 60 000; Full time

Job summary

An established industry player seeks a dynamic Training Manager to oversee comprehensive training processes and performance management. This role involves managing teams, ensuring effective communication with clients, and analyzing training performance metrics. The ideal candidate will possess strong leadership skills and a background in training, with a commitment to fostering a coaching environment. Join a company that values employee development and community impact, and contribute to a culture of engagement and excellence in a fast-paced environment.

Benefits

Professional Development

Coaching and Mentoring

Structured Career Path

Community Engagement Programs

Qualifications

• 5+ years of training experience in a training department is mandatory.
• Excellent knowledge of MS Office tools and strong communication skills.

Responsibilities

• Responsible for end-to-end training ownership and performance management.
• Manage client communication, reports, and audits while ensuring smooth operations.

Skills

People Management

Training Performance Management

Data Analytics

Communication Skills

MS Office Tools

Education

Graduate Degree

Job description

WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader.

WNS offers business value to over + global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities.

WNS South Africa has been in operation since and has built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa.

We are a strategic partner for delivering a full range of processes from basic to complex, across our eight delivery centers in South Africa, employing + people.

We promise our employees role clarity, coaching and mentoring, professional development, and a structured career path through our 5 people promises, keeping employee experience at the core.

Experience a culture of outperformance, engagement, and celebration, and contribute to society through our WNS Cares Foundation, supporting meaningful initiatives and making an impact in the community.

Job Description

1. Role: End-to-End Training Ownership: Responsible for activities including hiring, pre-process, process, nesting, and floor activities related to training.
2. People Management: Ability to identify EWS (Early Warning Signals), provide feedback, and create a coaching environment for deputy managers, trainers, and trainees.
3. Key Accountability: Training Performance: End-to-end responsibility for training deliverables such as throughput, certification, and early production performance.
4. Performance Management: Knowledge of training deliverables, metrics, and data analytics. Review training performance with Assistant Manager & Deputy Manager, ensuring action plans are created and followed.
5. Escalation Management: Manage all internal and external escalations.
6. Client Management: Manage client communication, including reports, reviews, audits, etc.
7. Reporting: Ensure timely and accurate sharing of all training reports with internal stakeholders and clients.
8. Review: Create review decks, present them, and maintain an action registry for open items.
9. Content Review: Direct the team to conduct accurate Training Need Identification (TNI) and adjust training plans accordingly.
10. Knowledge Management: Ensure timely monthly floor checks and refreshers for agents.
11. Stakeholder Management: Manage internal communication with peers and stakeholders.
12. Coordination: Coordinate activities within and outside the team to ensure smooth operations.
13. Audits: Manage internal and external audits.
14. Knowledge / Qualification: Willingness to work in a 24/7 environment and in non-weekend off schedules. Excellent knowledge of MS Office tools. Experience in handling teams across multiple locations is preferred. Strong written and verbal communication skills. Graduate with +5 years of training experience in a training department is mandatory.