AM, Training & Quality (Share.Market)

AM Training will identify and monitor training needs in the organization, and design, plan, and implement training programs, policies, and procedures to fulfill business requirements.

They assess the needs of a business, implement training and development plans, and facilitate a variety of training programs that enhance the effectiveness of the workforce.

People Management:

• Review existing training programs, bring in enhancements and modifications to improve engagement, learning, and retention and/or to meet the changing needs of business, the organization, or the industry
• Acts as mentor/coach to ensure that training delivery & content delivered across LOBs is efficiently planned & executed by Training Specialists
• Oversees and retains accountability for the daily deliverables of the training team
• Conducts training on the process & product as per the functional alignment. Performs performance evaluations that are timely and constructive
• Ensures trainers are adhering to the latest version of training content & training curriculum 
• Conducts dip-stick checks for NHT batches – Trainer and Training efficacy evaluation – Identify and invest in self-development/role enrichment of trainers by having structured IDPs built. 

Vendor Management:

• Works closely with Vendors to identify and address any challenges while monitoring all training-related activities to ensure alignment to the larger vision of the function while driving training compliance and ensuring this is adhered to across all vendor partners 
• Attending vendor reviews (weekly/monthly) to ensure governance. 

Knowledge Management:

• Lead/contribute to the development of a knowledge management strategy and associated implementation plan
• Lead/contribute to the development and execution of the KM Governance Plan 
• Develop a comprehensive mapping of KM information sources and knowledge, including processes - Contribute to the development and maintenance of the knowledge management system(s) 
• Create a framework for required analysis gaps observed in KM and identify opportunities for innovation, process, procedure and policy-making/adjustments
• Oversee capacity building and support for internal knowledge acquisition, management, and sharing; ensure relevant communities of practice are developed and strengthened.

Inhouse Training governance:

• Works with managers to address learning gaps, instruction problems, or new training needs
• Managing training compliance and ensuring adherence with the Inhouse teams- Working alongside ops and contributing towards projects initiated

Partnerships:

• Partner with leaders/teams across functions (within and beyond CX) to identify opportunities to be able to liaise and cater to respective training needs
• Assess training needs in the CX organization, design, plan, and implement training programs, policies, and procedures to fulfill business requirements
• Create a roadmap and vision to develop learning and development-related content and workshops that help in skill development within the CX organization. Explore avenues to be able to partner with the larger L&D function of the organization to ensure alignment

Required Experience, Skills, Qualifications:

• Proficient in Microsoft Office
• Experience in LMS management and knowledge/certification in instructional designing
• Ability to lead a team in multi-tasking, prioritization, and meeting timelines on deliverable
• Ability to mentor, coach, and provide direction to a team of trainers
• Self-starter, sense of urgency, and works well under pressure
• Ability to foster a sense of professionalism and relationship building for self and team
• Excellent verbal and written communication skills 
• Ability to moderate large groups
• Extremely organized and detail-oriented