Associate Director - Capability Development

AD - Training & Quality is responsible for implementation and delivery of exceptional training framework that supports consistent delivery of client metrics, Quality & Compliance frameworks to deliver business and CX insights .

• Manage and implement quality methodologies such as six sigma, Lean & COPC, at least 10-12 years in Quality/Improvement
• Create processes to enable quality interventions and practices across the life cycle of an employee- from hiring to production.
• Lead project delivery teams through the adoption of PE principles, practices, tools and techniques ensuring activity meets expected time, cost, benefit and quality outcomes.
• Partner with operations, training, Process Excellence, Analytics to deliver on key customer and compliance metrics for the site
• Enhanced client delivery through process improvement, automation.
• Reduce business costs through innovation and automation in Training and Quality .
• Working knowledge of Automated QA, QMS, ML, AI & RPA practices
• Manage health of compliance and business risk for all accounts by preempting risks and managing it timely
• In touch with industry standards of QA practices and partnering with cross functional teams to bring it to life
• Partner with training on TNI and advisor improvement journey
• Create & implement robust QA framework including measurement criteria, sampling design, insights and analysis structure & governance
• Working closely with client to understand requirements and business critical measurements, ensuring appropriate standard of quality monitoring and measurement is implemented to achieve exceptional quality
• Work with the business leaders and managers to identify gaps and implement plans to close and improve

• Oversee all Training needs within all Firstsource Training Operations
• Meet KRA s as agreed and any that may get added due to business needs
• Maintain steady throughput , governance of EWS system.
• Responsible for developing and maintaining a training and development strategy for the Business
• To oversee and ensure delivery of key training and development projects
• Lead the Training function for migration of new businesses from the Client site to desired work location.
• Work closely with the Client to understand their product/service and then design/customize the training content to ensure efficient knowledge transfer as may be required.
• Provide a framework for instructional design and training evaluation
• Work closely with Training Managers in the design and delivery of learning frameworks, practices and solutions during the development of the training program. Propose learning methodologies to best suit targeted audience.
• Plan for resources (People and Infrastructure) in a timely manner to avoid delays and likely impact on business deliverables.
• Liaise with Training Managers/senior trainers to Identify Trainers with the right skills sets and coach them to successfully deliver the training program.
• Develop and maintain a log of the learning and ensure these are implemented along with other best practices for all future training programs.
• Evaluate effectiveness of training and identify re- training needs.
• Review and Drive Training Needs Analysis - Pre/post training assessment for new hires and cross trained resources. Identify & close training gaps across function.
• Design and execute strong governance plans to communicate with the internal Customers, Stakeholders and Clients to gain information, feedback and approval.
• Demonstrate strong customer service ethos in the team through active communication, regular updates & meetings.
• Co-ordinate with other centers to share best practices, continuous improvement of modules, delivery and ensure adherence to best practices identified in FSL training and on-job training.
• Development of training objectives, strategies, policies, and programs.
• Manage budget for the Training Operations
• Participate in key forums either at client site or any other site and be an ambassador of Firstsource on the whole for the programme

PROFESSIONAL ATTRIBUTES

It is likely that the ideal candidate will be able to demonstrate evidence of the following:

• Must have 10 - 12 years of experience in Training & Quality
• Ability to handle complex assignment and create overview of complex projects and communicate plans and approaches in clear, concise and professional manner in verbal and written form.
• Educated to Degree level
• Should have led a cross cultural team
• Experience of training and development delivery methodologies
• Should have significant experience of delivery either face to face and by other methods
• Experience of developing and implementing training and development strategy, policy and projects. Proven track record of operating at managerial level within a training delivery function leading a team of training delivery and design staff
• Knowledge of product & process training within the Telecom and Media sector
• Knowledge of regulatory requirements within the Telecom and Media sector
• Ability to work across the training cycle from training needs analysis, design, delivery and evaluation
• Should have sound project management skills
• Client/ Customer Relationship Management experience

PERSONAL ATTRIBUTES

• Strong communicator, both in writing and spoken communications
• Articulate and confident standing up and delivering to large audiences.
• Demonstrate strong track record in driving continuous improvement in customer satisfaction.
• Proficient in Microsoft Office Tools: Excel, Access, Word, PowerPoint, Visio and statistical analysis software
• Ability to manage multiple tasks simultaneously.

• Strong team building skills across sites, functions, technical and organisational levels
• Successful track record in peer collaboration.
• Ability to train, coach and mentor others
• Excellent ability to understand client business drivers and objectives.
• Highest standards of ethical behavior and positive contribution to the community, consistent with the values of the organisation.
• Enthusiasm for training and developing others
• The ability to come up with innovative ideas about a given topic or situation, or to develop creative ways to solve a problem.
• Flexible and embraces change. Is able to stretch to meet business demands