Group Manager - Process Training at WNS Global Services SA

Job Description
Role:

• End to End Training Ownership: Will be responsible with end to end activities including; hiring, pre-process, process, nesting, floor activities related to training
• People Management: Should be able to identify EWS (Early Warning Signals), provide feedback, create coaching environment for deputy manager, trainers and trainees Key Accountability:
• Training Performance: End to end responsibility of training deliverables like throughput, certification, early production performance, etc.
• Performance Management: Should have excellent knowledge of training deliverable, metrics data analytics. Should be able to review training performance with Assistant Manager & Deputy Manager reporting to them and ensure action plan is created and followed to improve performance
• Escalation Management: Should be able to manage all internal and external escalation.
• Client Management: Should be able to manage client communication with clients which will include reports, reviews, audits, etc.
• Reporting: Ensure all training reports including internal stakeholder and clients should be shared on time accurately
• Review: Should be able to create review decks, present them and maintain action registry for closure of open items
• Content Review Should be able to direct the team conduct accurate TNI (Training Need Identification) and make changes in training plan accordingly
• Knowledge Management: Ensure floor agents go through timely monthly check, floor refreshers, etc.
• Stakeholder Management: Should be able to manage internal communication with peers, stakeholders
• Coordination: Coordination within and outside team to ensure activities and run smoothly
• Audits: Should be able to manage all internal and external audits
• Knowledge/ Qualification:
• Under Graduate/ Graduate
• IATA / UFTA certification preferred
• Special Role Requirement:Should be willing to work in 24*7 environment
•  Should be willing to work in non-weekend offs
• Excellent working knowledge of all MS Office tools like Excel, PPT, etc.
• LEAN/YB/ GB certification preferred
• Team & multi location handling experience preferred
• Excellent written and verbal communications

Qualifications

• Graduate
• Work Experience:Travel Experience: +3 Years – Desirable
• OTA Experience: + 1 Years – Desirable
• Training Experience: Should have sound understand of training function and should have spent + 5 years in training department – Mandate
• Team Management: +3 Years Certification/ Domain Certification (If Applicable): Travel & Tourism