Job Description :
Sutherland is seeking an attentive and goal-oriented person to join us as Sr. Training Manager of Consultant Learning Services.
We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!
The role will encompass :
Coaching, Development & Performance Management of the Training Specialists, Training Managers, Coordinators etc.
Responsible for the Learning & Development operations for all Banking programs & clients.
Responsible for in-class / nesting supervision & coaching for all Banking training staff.
Responsible for the consistency / execution / results / coordination & delivery of New Hire Training, Nesting & BQM.
Responsible for budgetary compliance & maintaining of ratios & HCs. Owner of the VTF program.
Responsible for consistency & compliance to all mandated tools, templates, formats & reporting guidelines
Responsible for the throughput & New Hire Attrition as deemed by the upstream processes 0 through end of Nesting + 30 days (varying degrees of accountability).
Responsible for achieving CLS and 0-30 days cycle KPI’s and consistently improving them.
Recommending and initiating Process changes as part of continuous improvement.
Plans, project manages, executes & ensures training delivery (New Hire + Ongoing) for clients.
Proactively engages and manages the operating-center service delivery relationship.
Partners with stakeholders to support revenue growth and demands for the operating center.
Interact and comply with all Client Internal & External Audit requirements.
Collaborate, influence and partner with site functions and support partners.
Represents Training in all relevant strategic and tactical forums, internal & external for Banking Programs.
Partners with Service Delivery / Quality to determine needs and gaps within each Program and subset of Lines of Business.
Conducts & leads detailed gaps & needs analysis and post-training assessment initiatives for the program.
Proactively seeks to improve Training Delivery for the site via content, context & curriculum analysis. Uses other acceptable ISD / Improvement Methodologies as applicable.
Collate, audit, and report out all client related billable / non-billable reports and any and every other reporting requirements.
Lead special projects or new business developments that require specialized training attention.
Maintain updated hiring & resource planners for all Banking Programs and lines of business.
Participates in weekly / bi-weekly / monthly / quarterly performance reviews with Managers, SD & Client as required.
Our most successful candidates will have :
A Bachelor’s Degree (Masters / MBA is a plus) - Accountancy / Economics / Finance / Engineering / Business Mgmt. preferred.
Minimum of 10 years BPO / ITES / Outsourcing / Call Center experience
Experience in Team Management, Development and exposure to virtual management set up.
Demonstrated ability to use MS Office applications : Excel, Power Point, Word and Outlook
Excellent written and oral communication skills, Leadership, business communication, presentation & negotiation skills.
Excellent ability to build networks within and across functions through proactive communication
Time Management & Prioritization to meet deadlines.
The ability to maintain a high degree of confidentiality and professionalism is critica
Problem solving & solutioning through Needs / Learner / Context Analysis.
Strong work ethic, integrity, flexibility, diversity, customer service orientation, leadership / coaching skills and team building abilities are essential