Assistant Manager – Training & Development

BASIC PURPOSE:

The Assistant Manager, Training for BPS will oversee Process Trainers and VNA Leads, ensuring the delivery of training programs focused on process training, communication and soft skills development, and SOP compliance. This role drives process governance, operational efficiency, and continuous improvement, aligning training with business objectives.

The Assistant Manager will lead the training team, ensuring they have the necessary delivery skills, manage LMS platforms, and track training compliance. This role will also support transition efforts, integrate new teams or employees, and ensure training content aligns with SOPs and workflows. The Assistant Manager will collaborate with stakeholders to continuously improve training effectiveness and meet organizational performance standards.

ESSENTIAL FUNCTIONS:   

1.      Training Delivery & Management:

·        Oversee the delivery of training programs focused on process knowledge, workflows, SOPs, communication skills, and leadership development.

·        Ensure Process Trainers and VNA Leads are equipped with the necessary skills to deliver training programs effectively, utilizing TTT methodologies and adult learning principles.

·        Provide guidance and mentorship to training team members to enhance their training delivery skills, ensuring they can deliver interactive, engaging, and results-driven sessions.

·        Deliver process-based training to new joiners, introducing them to business processes, workflows, and Lines of Business (LOBs), while ensuring existing employees receive cross-training to expand their capabilities.

2.      Team Management & Leadership:

·        Lead and manage a team of Process Trainers and VNA Leads, ensuring effective coaching, development, and performance management.

·        Conduct regular one-on-one sessions and performance evaluations for the training team to track development and progress.

·        Provide feedback and mentorship to the team, focusing on enhancing their training, delivery, coaching skills, and overall contribution to business success.

·        Motivate the team to meet training goals, maintain high engagement, and continually strive for excellence in training delivery.

3.      Process Knowledge & Soft Skills Training:

·        Ensure that Process Trainers focus on process compliance, workflows, and SOP adherence during training delivery.

·        Ensure that VNA Leads deliver high-quality soft skills training, including English proficiency, communication (chat, email, voice), and behavioral skills.

·        Conduct regular assessments and provide feedback to both trainers and trainees, improving their ability to meet business and customer service expectations.

4.      Training Needs Identification (TNI) & Training Needs Analysis (TNA):

·        Lead the TNA and TNI efforts to identify skill gaps across teams and collaborate with stakeholders to develop targeted training interventions.

·        Work closely with management and stakeholders to design training programs aligned with the company’s strategic goals and operational requirements.

5.      Coaching & Floor Support:

·        Provide continuous coaching and mentorship to Process Trainers and VNA Leads to enhance their facilitation and training delivery skills.

·        Provide floor support to address real-time queries, reinforce learning, and ensure employees' adherence to processes.

·        Offer ongoing coaching to employees to improve their adherence to processes, as well as enhance their communication and customer service skills.

6.      SOP, Workflow, & Process Optimization:

·        Ensure training programs are designed around SOPs and internal workflows, reinforcing process consistency and efficiency.

·        Collaborate with stakeholders to create or refine SOPs and best practices that are incorporated into training programs.

·        Oversee the optimization of training processes to ensure continuous improvement in efficiency and effectiveness.

7.      Cross-Skilling & Role Development:

·        Drive initiatives for cross-skilling, ensuring that employees are equipped to take on new roles or responsibilities within the organization.

·        Collaborate with management to develop and implement training programs that support career development, internal mobility, and leadership readiness.

8.      Stakeholder Management:

·        Collaborate with stakeholders to understand training requirements and ensure alignment with organizational goals.

·        Act as a liaison between the training team and other business units, ensuring clear communication and alignment on training needs.

9.      Reporting & Data Management:

·        Oversee the tracking and reporting of training outcomes, using MS Excel and LMS to monitor training progress and performance metrics.

·        Prepare and present weekly and monthly training reports to leadership, focusing on key performance indicators (KPIs), training completion rates, and process compliance.

10.   Training Content Development:

·        Ensure the development of engaging and effective training content, including PowerPoint presentations, LMS modules, and job aids, that align with the business processes and SOPs.

·        Approve training materials created by Process Trainers and VNA Leads, ensuring that they adhere to quality standards and meet training objectives.

11.   Continuous Improvement & Innovation:

·        Identify opportunities for process and training improvements, ensuring that training interventions continue to evolve to meet the changing needs of the business.

·        Foster a culture of continuous learning, motivating employees to actively engage in their development and pursue opportunities for growth.

12.   Transition Support:

·        Provide transition support to ensure smooth onboarding and integration of new teams, processes, or projects within the organization.

·        Oversee the training and integration of new teams during transitions, ensuring they are adequately trained on processes, systems, and SOPs.

·        Ensure the training team is aligned with transition timelines and processes to effectively support new hires and the rollout of new processes.

·        Collaborate with business units to support any organizational changes and provide training during transitions, ensuring minimal disruptions to operations.

REPORTING RELATIONSHIPS: 

·        Reports to: Culture & Training Manager.

·        Direct Reports: Process Trainers, VNA Leads.

·        Collaborates with: Business Delivery, Quality, and Business Support team to assess training needs and implement effective solutions.

QUALIFICATIONS:

·        Education: Bachelor’s degree in Management, Human Resources, or a related field. TTT (Train the Trainer) certification is required.

·        Experience: 8-10 years of experience in BPO training, with a strong focus on process training, SOP Governance, soft skills development, training delivery, transition support and workflow development. Prior experience in healthcare staffing process will be an advantage. Team handling experience is a must.

·        Skills:

o   Proven expertise in training delivery, with a focus on adult learning principles and TTT methodologies.

o   MS Excel proficiency for tracking, reporting, and creating training dashboards.

o   Advanced PowerPoint skills for developing and delivering training presentations.

o   Strong communication and presentation skills, with the ability to deliver training effectively and engage trainees.

o   Experience using Learning Management Systems (LMS) to schedule, track, and report on training activities.

o   Excellent coaching and stakeholder management skills.

o   Ability to lead, mentor, and develop a team of Process Trainers and VNA Leads.

CRITICAL COMPETENCIES FOR SUCCESS:

·        Training Expertise: Ability to design, deliver, and manage training programs that enhance employee performance in process compliance and soft skills.

·        Leadership & Coaching: Strong leadership skills to manage and mentor a team of Process Trainers and VNA Leads, ensuring the team is equipped with excellent training delivery skills.

·        Process & SOP Knowledge: Solid understanding of SOPs, workflows, and process compliance, with the ability to incorporate them into training.

·        Transition Support: Expertise in managing transitions, supporting the training and integration of new employees, processes, and teams.

·        Data-Driven Decision Making: Ability to track and analyze training effectiveness, using data to make informed decisions and drive improvements.

·        Communication & Presentation Skills: Excellent communication and presentation skills to engage effectively and motivate trainees and provide clear training content.

·        Continuous Improvement: Strong focus on continuous learning and process optimization to keep training relevant and effective.

WORK CONDITIONS:

·        Environment: Primarily office-based with potential for on-site training delivery and floor support. Must be comfortable learning, training, and engaging with others both in-person and virtually through Microsoft Teams.

·        Equipment: Use of standard office equipment, including laptops, computers, and presentation tools. Proficiency in MS Excel, PowerPoint, and LMS platforms is essential.

·        Accommodations: Must be able to perform the essential functions of the job with or without reasonable accommodation. Readiness and availability to work from the office are required.