Training Manager

• Performance Analysis & Enhancement: Actively measure and enhance the efficiency of onboarding and training processes through the implementation of key performance indicators (KPIs) and objectives and key results (OKRs) to deepen business insights.
• Training Program Development: Design and execute comprehensive training programs, derived from meticulous training needs analysis, and evaluate their effectiveness through detailed post-training assessments.
• Quality Assurance and Compliance: Regularly conduct Quality, Operational Performance Plan (OPP), and performance evaluations to ensure adherence to established processes and standard operating procedures.
• Performance Feedback: Provide targeted feedback to training supervisors & trainers through personalized coaching sessions, pinpointing areas for development to elevate performance levels.
• Process Improvement: Collaborate with the Customer Service Operations Manager to refine and update customer service metrics, processes, and procedures.
• Knowledge Management: Oversee the Customer Service Knowledge Base, conducting regular audits and quality checks to maintain high standards.
• Complaint Handling: Efficiently address and resolve client-related training grievances.
• Reporting and Escalation: Compile regular reports on findings and escalate any discrepancies or issues to the Operations Manager/client for the formulation of corrective action plans.
• Learning Program Development: Swiftly develop blended learning programs targeting key management skills, ensuring they are aligned with organizational goals.
• Development Needs Analysis: Proactively identify individual and group development needs, aligning training initiatives with these requirements.
• Engagement and Credibility: Establish and maintain trust and credibility with all levels of staff, acting as a neutral mediator in conflict situations related to learning.

Training Program Design:

1. Collaborate with department heads to tailor training to specific role requirements.
2. Craft engaging training materials including e-learning, presentations, and practical exercises.
3. Implement and manage a performance management dashboard to monitor and assess employee progress.
4. Facilitate individual career development discussions, encouraging continuous personal and professional growth.

   Strategic Alignment and Continuous Improvement:

1. Align training initiatives with departmental and organizational goals, working closely with HR and other key stakeholders.
2. Continually gather feedback to refine and enhance training programs.
3. Monitor training effectiveness, making necessary adjustments to meet evolving needs.
4. Advocate for a culture of continuous learning and self-improvement within the organization.