The ideal candidate will have at least 2 years of experience managing a training team, with a focus on process training and foundation skills training. The successful candidate should have experience in handling either a Motor Insurance account or a Customer Service/Sales account and will play a key role in facilitating new hire training, onboarding, and skill development programs.

Training Facilitation

• Facilitate new hire training for Communication Skills, Pre-process, and/or Process Training batches.
• Develop and deliver various forms of onboarding, orientation, and training for new and existing employees.
• Ensure all training materials, including procedure manuals and course materials, are up-to-date and aligned with business objectives.

Team Management and Development

• Manage and lead a team of trainers, providing guidance and support for their professional development.
• Conduct coaching sessions and provide feedback for team members assigned to the floor.
• Organize and deliver Train the Trainer programs to upskill new trainers and provide capability upliftment training for existing trainers.

Training Needs Assessment (TNA)

• Conduct regular Training Needs Assessments (TNA) to identify skills gaps and deliver Business-As-Usual (BAU) refreshers or specialized training sessions.
• Collaborate with business stakeholders to ensure training programs meet the specific needs of the business and employees.

Training Materials and Documentation

• Create and/or acquire relevant training manuals, guides, and course materials tailored to specific training programs.
• Maintain comprehensive records of training activities, including attendance, test results, assessments, and any retraining requirements.

Evaluation and Improvement

• Evaluate the effectiveness of training programs through assessments, surveys, and feedback from participants and stakeholders.
• Continuously improve training content and delivery methods based on feedback and performance metrics.
• Monitor and report on training outcomes, ensuring alignment with business goals and objectives.

Stakeholder Collaboration

• Collaborate with other departments and leadership teams to align training initiatives with organizational priorities.
• Ensure proper alignment between training content and the company’s operational needs.

• At least 2 years of experience managing a training team, preferably in a BPO setup.
• Completed at least 2nd year of college (Bachelor’s degree is preferred).
• Excellent oral and written communication skills.
• Experience in both process training and foundation skills/communication skills training.
• Previous experience handling either a Motor Insurance account or a Customer Service/Sales account.
• Strong organizational, planning, and time management skills.
• Ability to effectively evaluate and report on training effectiveness.
• Skilled in creating training documentation and materials.
• Ability to coach and mentor team members.

Preferred Skills:

• Certification or formal training in instructional design or training management.
• Experience in designing and delivering Train the Trainer programs.
• Knowledge of adult learning principles and instructional strategies.
• Experience in conducting Training Needs Assessments (TNA) and analyzing training metrics.