Assistant Manager - Process Training at WNS Global Services SA

About the Job

Job Description
Main purpose:

• The purpose of the Operations Trainer role is to deliver product and technical training to their assigned operational business unit.
• The role of a learning and development professional is a vital component in ensuring agents and operational teams are equipped with all the necessary tools and skills to achieve ongoing optimum deliverables and this will result in:Increased employee engagementEnhanced personal performanceImproved productivityEnhanced customer experienceIncreased employee retention

Key responsibilities:

• Conduct new starter training as well as refresher, up-skilling and cross skill training including knowledge checks and assessments and ensuring support is provided daily.
• Managing a group of trainees on a day to day basis including the administration of the group and follow through
• Supporting in nesting and BAU and conducting and reporting on training needs analysis
• Training Delivery: Conduct new starter training as well as refresher, up-skilling and cross skilling training;
• Assessment: Assessments must be completed for all training events; Remedial support must be provided to all delegates prior to re-assessment;
• Administration: Capture learner records in line with Ucademy requirements: Complete Annual Training Reports; Complete delegate attendance registers; Update operational skills matrix.

Knowledge, skills and attributes required:

• High proficiency in delivering impact training and facilitation;
• Strong planning, organizing and time management skills;
• High proficiency in verbal & written English;
• Strong communication and interpersonal skills;
• High attention to detail and accuracy;
• Exceptional administrative skills;
• The ability to work within a team;
• Self-motivated;Self-manageable;
• Strong customer service orientation;Proactive.

Qualifications

• Qualifications Experience required:1+ years’ experience in Utilities will be an advantage;
• 6 months+ experience in Facilitation & Learning & Development;
• Specified Utilities campaign experience advantageous;
• Training, coaching and mentoring experience;
• Computer literacy at intermediate level (MS Office).*Must be able to travel between sites when required