Job Summary
The successful candidate will be responsible for overseeing effective planning, administering, evaluation of process training programs and timely and efficient delivery of policy functions. Team governance and reporting to internal & external stakeholders will also be a critical part of the role.
The Training Manager should be able to display a high level of confidence in ensuring compliance to both Client and Cognizant policies, and Code of Ethics. They should know about the business training function, content creation and management, team strategies, working with remote teams, using technology, workplace diversity, management styles, mediation, people and client management as a whole.
Responsibilities
Training & Development
Govern the business process knowledge management
Ensure that TNA is conducted timely and training is in line with findings
Track Training Surveys to understand feedback provided to trainers
Identify and recommend modifications or additions in content to facilitate the learning needs of the new hires as well as tenured agents.
Conceptualise training interventions as per the learning gaps identified
Guide trainers in conducting Focus Group Discussions with Ops team, Study BQ & RCA analysis to identify high error areas
Analyse monthly PKT outcomes and focus on low scoring areas
Evaluate the effectiveness of Training Programs and make improvements as required
Overall governance and monitoring of New Hire batches and planning
Address performance and behavioral issues of new hires in training
Ensure Training Throughput Attrition & Duration Policy
Efficiency Improvement & Calibration are maintained as per agreed SLA
Maintain timely completion of interventions
Conduct periodic audit checks to ensure adherence to processes and timelines as defined in Training SOP
Policy & Content
Ensure prompt cascade of all policy changes to operations and calibration with vendor partner/client on queries
Review updates /Policy Shots/quizzes/Root Cause Analysis and provide relevant feedback to trainers
Guide team to create policy related content for ease of knowledge dissemination as applicable
Acquire and maintain strong domain knowledge
Detect gaps in policy / content , hold calibrations with vendor partners / clients to address and fix defects/deficiencies
Team Management & Governance
Provide necessary direction to the team across tasks
Review performance and conduct performance discussions
Plan and nominate trainers for their developmental trainings
Ensure optimum resource utilization and proper work allocation
Define trainer deliverables and conduct one-on-one discussions
Review performance scorecards for the team, recommend incentives and provide meaningful insights to MIS for evaluating team performance
Ensure all team trackers are maintained accurately and are up-to-date
Audit trainer delivery through monthly Trainer Observations & share feedback
Mentor & coach Trainers on their KRAs & drive it towards completion
Ensure Trainers maintain Training data for project
Maintain & Update data for internal/external for reporting purposes
Responsible and work closely with business for any escalations, RCAs and training support
Attend team meetings with the global team
Client Interfacing & Collaboration
Attend all relevant client meetings and act as the primary point of contact for the client
Liaise with the client to understand requirements, transfer these into actionables for the team and deliver the expected output
Generate and share meaningful insights with clients for improvement of process/tool
Ensure all client tasks are delivered based on commitments made
Create and present Training slides as part of business reviews in WBRs/MBRs#J-18808-Ljbffr