International Training Manager

The role:
The vacancy is for a Training Manager, who will be responsible for leading a team of specialised facilitators responsible for conducting all in-person and virtual training for the sales and distribution force and other specific internal business units.
The detail:
Implementing new hire training design periodically to ensure its effectiveness in meeting the needs of the stakeholders & that it is in line with the organizations requirements of improving customer experience.
Manage multiple accounts from various industries. Clients could be domestic or international.
Liaise with Operations Managers and Senior Managers for all the accounts to implement training plan.
Operate as an account manager for the call center''s operations & quality functions to understand any training needs/interventions required and provide necessary training solutions.
The designing of customized training programs as per training calendar.
Attend client training meetings to establish client training requirements.
Proactively set up meetings with client to review training content
Liaise closely with clients for feedback and content improvements.
Execute program transition with new clients.
Designing & implementing effective cross skill / up skill training/refreshers/floor support or any other intervention in consultation with Operations, Quality, HR and any other stakeholders.
Identifying areas of standardization in Training, Recruitment and On Job Training and developing training procedures to fill identified gaps and streamline processes.
Designing & executing training needs analysis tools.
Create and execute training ramp plan to transition large number of new hire intakes in short periods
Liaise with clients to understand program objectives and milestones and plan training based on that.
Ensuring rigour and follow through with client-on-client credentials so there is no loss on revenue in terms of delays in onboarding due to credentials being provided by client.
Defining measures of identified training parameters.
Follow the operating rhythm for training manager and reports completion of tasks.
Ensuring the training team stays updated with knowledge of relevant training areas through periodical knowledge and skill assessments.
Developing job knowledge evaluation tools like trainer assessments and trainer delivery evaluations.
Ensure existing staff receive appropriate and timely refresher / remedial / cross skill training as per business needs.
Manage floor support activities to identify gaps in customer service/communication skills/product process knowledge and implement training interventions aimed at continuous improvement in advisor performance.
Manage the performance & development plans of the training team including mentoring, coaching & upskilling.
Conduct monthly performance conversation with all trainers and create their PD plan.
Focus on trainer development through train