Senior Director - Training Leader - BPO (18-24 yrs)

A digital transformation company focused on delivering exceptional experiences for both customers and employees.

The training leader is responsible for the following areas:

1. Delivery of effective end-to-end training and learning services:

- Owns and is responsible for account(s) wide end-to-end learning services for programs and clients, single point of contact and chief decision maker for Consultant Learning within the geography

- Responsible for the entire end-to-end training process (pre-hire, new hire training , ongoing training and learning, knowledge management) and the performance results and outcomes from them

- Owns in-class attrition and training throughout through driving an effective classroom, nesting, and ongoing training experience.

- Responsible for training recovery efforts for program-enrolled PIP through effective training needs and root cause analysis and deployment of multiple learning solutions to address gaps identified

- Responsible for managing client relationships and the consistency of communication between company and key client contacts for the training/learning organization

- Owns deployment of standard CLS COE processes (and customizations as needed)-including process design, inventory, and change management. Owns deployment of CLS technology and infrastructure within the geo

2. People and Resource Management

- Plan and enable effective delivery to client headcount demands across the country/geo, including new hire training, nesting, update management and ongoing training/learning through effective forecasting of required training personnel and activity

- Responsible for all training personnel within the geography, including performance management, career development, and ongoing learner

- Responsible for all training infrastructure (physical and technological) within the country-forecasts potential growth and makes decisions on appropriate investments needed to scale accordingly

3. Strategic Growth, Expansion and Talent Development

- Partners with global (business development, client services, country leadership, global expansion, among others) and local teams on strategic growth and expansion in within the country/geo, represents the department in all sales and new client acquisition forums for the country/geo

- Owns partnerships with local universities/colleges, government units, industry bodies and vendor partners to drive talent building initiatives to improve talent pipeline and quality

- Drives deployment of key initiatives to drive alternative learning methodology (e-learning, virtual learning) and improves talent capability through certification programs, domain learning paths and other capability creation and development programs

PRINCIPAL ACCOUNTABILITIES

- Plans, manages, executes, and ensures effective training delivery (new hire + ongoing) for account(s) globally.

- Proactively engages and manages the client relationship for all programs onsite; manages all critical client communication, requests, and demands.

- Partners with all internal clients and partners to support revenue growth and demands for the clients.

- Represent training in all relevant strategic and tactical forums, internal and external.

- Ensures consistency and high quality of training delivery across all sites within the geo/country

- Conducts and leads detailed gaps and needs analysis and post-training assessment initiatives for the program.

- Actively seeks to improve training delivery for the client via content, context, and curriculum analysis. Uses other acceptable ISD/improvement methodologies as applicable.

- Plans and conducts detailed performance and compliance-to-plan reviews with all the relevant site training managers/regions or geoleaders of training.

- Partners with business managers/directors to determine needs and priorities within the business units and sites.

- Collate, Audit, and report out all client-related billable/non-billable reports and any and every other reporting requirement via Training Coordinators

- Lead special projects or new business developments that require specialized training attention.

- Maintain updated hiring and resource planners for all the sites for the enterprise. Participate, facilitate, and contribute to all growth-related initiatives.

- Ensure consistency of training design, delivery, and execution based on exiting client agreements; proactively provide clients with relevant feedback, suggestions, and best practices to improve results.

- Create and report business information and metrics as mandated.

- Always ensure updated knowledge of the program with yourself.

- Partner and communicate internally as required.