Role Summary:

● The Training Manager wi l be responsible for overseeing complete management of the Training & Policy related initiatives.

● Client Management is a critical focus area

● Team Management & Governance is an integral part of the core deliverables

● 13+ Years of Related Experience

● Previous experience in the digital operations is a preference

Training & Development

➔ Govern the overal training function

➔ Ensure training need analysis is conducted timely and training is in line with findings

➔ Track Training Surveys to understand feedback provided to trainers

➔ Identify and recommend modifications or additions in content to facilitate the learning needs of the new hires as wel as tenured agents.

➔ Conceptualise training interventions as per the learning gaps identified

➔ Guide trainers in conducting focus group with Operations team, Study BQ & RCA to identify high error areas

➔ Analyse monthly PKT outcomes and focus on low scoring areas

➔ Overal governance and monitoring of NH batches and planning

➔ Discussions with NHs on any behavioural issues before handing it over to HR

➔ Ensure Training Throughput Attrition & Duration Policy

➔ Efficiency Improvement & Calibration are maintained as per agreed SLA

➔ Streamline execution of training - ensure resources such as logistics, trainer, rooms are arranged by team

➔ Maintain timely completion of interventions

Policy & Content Creation

➔ Ensure the overal Policy function is running efficiently

➔ Enable trainers in creating appropriate training content and adopt best practices for content creation

➔ Manage the overal policy creation to dissemination lifecycle





➔ Ensure al policy / workflow documentation is accurate and up-to-date

➔ Review change management content and provide relevant feedback to trainers

➔ Understand policy needs of the floor and help the team initiate required policies/workflows through policy change requests

➔ Motivate the team to identify and close any policy gaps

Team Management & Governance

➔ Provide necessary direction to the team across tasks

➔ Review performance and conduct performance discussions

➔ Plan and nominate trainers for their developmental trainings

➔ Ensure optimum resource utilisation and proper work alocation

➔ Maintain Team Attendance & Assignments

➔ Define trainer deliverables and conduct one-on-one discussions

➔ Review performance scorecards for the team, recommend incentives and provide meaningful insights to MIS for evaluating team performance

➔ Ensure al team trackers are maintained accurately and are up-to-date

➔ Audit trainer delivery through monthly Trainer Observations & share feedback

➔ Mentor & coach Trainers and Policy PoCs on their KRAs & drive it towards completion

➔ Maintain Training & Policy data for project

➔ Responsible and work closely with business for any escalations, RCAs and training support

➔ Attend team meetings with the general team

Client Interfacing

➔ Attend al relevant client meetings and act as the primary point of contact for the client

➔ Liaise with the client to understand requirements, transfer these into actionables for the team and deliver the expected output

➔ Ensure al client tasks as delivered based on commitments made

➔ Create and present Training slides as part of business reviews

➔ Arrange and oversee client shadows as necessary

📌 Training Manager (Madrid)
🏢 JSAN Consulting Group
📍 Madrid