Total 12 Asset Manager job vacancies in Education / Training category in The United States of America

• Accountable for new hire training, nesting, performance during 30-60-90 days period and overall knowledge management during BAU.
• Take direction from training lead and execute deliverables.
• Design process training plans with inputs from client SMEs.
• Conduct training sessions for identified gaps and process betterment.
• Assess the effectiveness of training material to be deployed for the KS program including the SOPs, participant and facilitator guides, learning check points etc.
• Set-up daily/weekly huddles with trainees to track progress and resolve any issues.
• Conduct audits, calibration with QAs & Training Need Assessment (TNA) for employees in BAU operations.
• Develop training interventions based on TNI for existing employees.
• Review and revise the standard operating procedures periodically or as agreed with the client.
• Ensure robust update management process is deployed and followed.
• Ensure adherence to the training governance mechanism as outlined in Training Standard Document (TSD).
• Prepare, publish and maintain various training reports and dashboards.

• Plan execute and monitor all training and development interventions to enhance team and operational excellence

• Adhere to the signed off Training Standard Documents Governance Plans and any other prescribed regulations

• Drive training related change management and compliance programs for the Account

• Drive content management and instructional design with the latest technology and practices to stay ahead of the competition

• Drive ROI for the learning investment in people and value delivered to business

• Drive Training efficiency and effectiveness for the Account through the Training Metrics

• Create and maintain detailed training MI and documentation

• Design Develop and Deliver training on product and process training

• Be the ambassador for latest and innovative practices and technology and implement the best practices for the Account

• Develop and lead a team of highly competent Trainers delivering the best of training experience to the Account

• Ensure robust update management process is deployed and followed

• Deliver one on one coaching and provide feedback whenever required

• Should be able to utilize the new generative AI and other automated tools

• Able to effectively liaise with the clients and accordingly work on actions as discussed advisedAdditional Information

• Overall work experience of minimum 6 to 8 years with minimum 2 to 3 years’ experience in Training

• Proficient in the Insurance domain with exposure to the BPO/BPM industry

• Excellent communication skills and presentation skills

• Proficiency in Microsoft Office Excel PowerPoint Outlook Word

• Strong work ethic with a will to win attitude demonstrates personal excellence lives the growth mindset and adapts to WNS Values

• Ability to work through unstructured problems shifting priorities multiple demands ambiguity and rapid changes

Key Responsibilities:

 

• Should have prior experience in Communication Cultural Soft Skills V and A Training both in terms of facilitation and having led a team for the said function
• Should have led strategic initiatives to improve business metrics CSAT, NPS, CES
• Should understand core concepts of the CCT function and provide timely innovative solutions
• Should have working knowledge of Hiring tools CEFR scale Train and Hire and PreProcess Training in the BPO industry vis a vis Language and Customer service
• Work with the Vertical leads in providing inputs on development areas for projects initiated
• Provide real time support to teams working on projects Leadership & Organizational skills to prioritise projects and provide improvement feedback
• Should be able to manage multiple teams and multiple locations by providing KPI and driving it Create value for the team by acting as a consultant for operations and identifying process improvement and quality related initiatives
• Be well versed in analyzing data and suggesting measures towards improving revenue generation for the function and maintain vertical hygiene by ensuring reports data and documents are in place
• Promote standardization by creating SOPs across CIS training Standardization
• Promote behavioral training programs and promote the programs in order to ensure maximum participation
• New business Transition Knowledge Acquisition Transfer and Training BAU Work with the Training leads Group Manager Sr Group Manager to ensure smooth running of training Operations
• Attends meetings WBR MBR within the program or with another department and clients whenever necessary
• Meet and Greet with New Hire Batches EWS New Hire programs
• Manage multiple teams and by providing by driving KPI Manage training metrics and impact to business metric TNITNA process and make recommendations for process improvements
• Liaise with stakeholders to identify process improvement projects and launch it end to end with collaboration
• Create value for the team by acting as a consultant for operations and identifying process improvement and quality related initiatives
• Analyzing data and suggesting measures towards improving revenue generation for the function Maintain vertical hygiene by ensuring reports data and documents are in place
• Promote standardization by creating and maintaining Training documentation
• Promote behavioral training programs and promote the programs in order to ensure maximum participation Act as a mentor for the team and hold the team together by promoting an environment of learning and team work
• Manage Training MIS for accounts Ensure training documentation is in place and processes are followed Look for opportunities to reduce people dependencies and move towards automation and digitization

Skills required:

• Should be sound and highly proficient in English
• Strong Project Management capabilities
• Excellent communication marketing relationship & motivational skills
• Should be knowledgeable on the businesses processes and have analytical ability and ability to understand the business impact of nos.
• Strong knowledge of e-learning modules and tools like GoAnimate Flash player Captivate and videos etc
• Should have worked on various training methodologies and have sloid knowledge solid Instructional designing
• Should have done Market Research and analysis on training models and know what is happening in the training industry
• Should have worked on Innovative projects on digital transformation for training Knowledge of various digital tools and Instructional designing mandatory

Experience & Qualification:

• Bachelor's degree or Post Graduate degree from top university or govt institution
• 14+ Years of exp. in Training

 Accountable for New Hire training, Nesting, Performance during 30-60-90 days period and overall knowledge management during BAU Take direction from training lead and execute deliverables Design process training plans with inputs from client SMEs Conduct training sessions for identified gaps and process betterment Assess the effectiveness of training material to be deployed for the KS program including the SOPs, Participant and Facilitator Guides, Learning Check Points, etc. Set-up daily/weekly huddles with trainees to track progress and resolve any issues Conduct audits, calibration with QAs & Training Need Assessment (TNA) for employees in BAU Operations Develop training interventions based on TNI for existing employees Review and revise the standard operating procedures periodically or as agreed with the client Ensure robust update management process is deployed and followed Ensure adherence to the training governance mechanism as outlined in Training Standard Document (TSD) Preparing, publishing and maintaining various training reports and dashboards

To oversee the creation, management and execution of training in the relevant business vertical.• To ensures the successful integration of training and development programs so that employees can competently meet the business needs of the business.• To supervise the training and development section of the business.• To be responsible for coaching, mentoring and leading training managers.• To innovate and implement best in class practices in the field of training.• Liaising with the client to understand training needs for a certain project and effectively implementing tailor made training programs to assist successful transition of the project• Ensuring strict and absolute compliance to the training governance plan of the business• Reviewing and updating the governance plan as applicable• Identifying training and development needs within a business through job analysis, appraisal schemes and regular consultation with business managers and human resources departments• Designing and expanding training and development programs based on both the business' and the individual's needs • Managing the delivery of training and development programs and, in a more senior role, devising a training strategy for the business• Monitoring and reviewing the progress of trainers through one on one reviews• Ensuring that statutory training requirements are met (e.g., ISO requirements)• Evaluating trainers and training & development programs• To conduct all trainings as per plan for F&A in verticals like Manufacturing, Retail, etc.• To support trainers in conducting the training

High level objective of aforementioned role is to oversee Hiring Voice and Accent Training Improvement plans Client Management Stake Holder Management and representing Culture and Communication team This includes but is not limited to SLA delivery noncontractual metrics as may be agreed upon from time to time and stakeholder liaison as defined by the stakeholder management matrixFurther deliverables also include metrics over and above training throughput and governance as defined by the Goal sheet These include VoC target as defined by business management communication projects for value addition and attritionTo lead and manage the Trainers to drive VandA and floor support training teams for on-time and quality delivery To work closely with the stakeholders Internalexternalunderstand the Training needs and align the team to deliver the requirements To manage Stakeholders represent CCT in different forums WBRMBR QBR Plan Training sessions by working closely with the WFM team Drive and improve English Communication ChatEmail Voice and Soft Skills and Floor Support for ontime and quality delivery Content Creation Training NH batches and conducting floor support interventions when the need arises Conduct TNI and TNA to program the modules as per the process needs Conduct TNA through NPSCSAT Quality Analysis Conduct TNI through floor interventions Frontend skill management initiatives including coaching & training SLA Management for all Floor Training Initiatives On Time Reporting of DSAT Management Drives Prepare site related management reports WBR MBR Ensure optimum utilization of training resources within the site Liaise with Operations to ensure there is adequate and effective training support provided Analyse and identify internalexternal customer requirements through data analysis and use training as a tool to resolve issues Report accurate statistics Consistently achieve or exceed quality training and targets Conform to company and client security requirements

To manage the BAU floor activities after conducting TNI & TNA of the floor To gauge the post training performance of agents trained during NHT BAU and OJT periodTo get the refreshers and floor briefings conducted as and when requiredTo make Monthly incentives of Trainers To review Monthly trainers performance To evaluate and provide feedback to the training manager/client if amendment required in the training materialReporting and driving the production and accuracy for the team.Managing end to end NHT and OJT for the processPreparing WBR and MBR decks

Roles & Responsibilities• Excellent visualization ideas with knowledge of print/web platforms• Responsible for executing creative, art and execution of interactive projects• Proficiency with presentation software, infographics, interactive online content platforms• Should be able to layout PPT Slides, InDesign/word/Excel files as per the template and specifications• Ability to create new templates in PPT/Word/InDesign• Efficient enough to deliver short TAT projects• Able to handle complex Layouts• Ability to achieve expected quality output along with daily targets• To deliver training to employees following process training manuals, training plan & standards and publish relevant reports.• Drive & deliver desired performance during OJT/ Nesting/ Certification• To gauge the post training performance of agents trained during the OJT period• To conduct refreshers and floor briefings when required.• To evaluate and provide feedback to the training manager on amendments to the training material• Reporting and driving the production and accuracy for the team.• Perform the on floor training activities.

 Drive individual goals including but not limited to training certifications for trainers, deadlines for training remediation’s and all other relevant team metrics. Strategically manage the workload and workflows for the training and set up the right organizational structures to support all lines of business and workflows. Proactively communicate with Client on daily operational matters relating to training. Partner with operational teams to ensure that refresher training needs are identified and delivered. Become a customer experience expert partner to Client by developing in-depth knowledge on Client's training (calibrations, certifications etc.). Proactively suggest improvements to those processes and closely collaborate and provide feedback on new launches or process changes with a potential impact to training. Any additional responsibilities as business needs dictate. Knowledge of Payments and payment platforms Proficiency in English at the CEFR C1 level mastery.  Strong analytical and operations management skills - At least one year of prior experience in training. client focussed with superior written and verbal communication skills.  Ability to work under pressure in a faced paced environment with limited structure.

Competency Roles and ResponsibilitiesReviewing the Process Training: Managing the process knowledge:Reporting:Strong oral and written communication skillsStrong Presentation SkillsTeam managementProcess oriented, organized, structured and detailedAbility to solve problems proactivelyAbility to manage a team and multi-task with minimum supervision in a dynamic work environmentAbility to grasp concepts quickly and prioritize multiple tasks and responsibilitiesAbility to lead a team of Trainers, Asst. managers and work towards process improvementsEnsure that the new joiners will have the optimum process knowledge to process individually live projects as per the standard procedures and at the required quality standardsEnsures Training schedules are followed and deliveredPrepares and evaluates knowledge accreditation testsActively seeks feedback from other and gives feedback to othersCreates action plans to improve learning performance during training delivery                     Adapt training curricula and training structure and accreditation tests based on the internal requirementsEnsure that all training logistics have been provided in the agreed timelinesProposes changes in the training content and/or methodology should this be deemed necessary Planning the Process Training:Review together with Quality the process documentation as per the agreed structure and timelinesEnsures regular updates of training curriculum as per the internal requirementsPrepare and evaluate monthly KPI’s for the team and offer coaching and feedbackReview refresher training content and efficacyFollow the performance management grids and ensure timely feedback is shared with the teamPrepare required reports for internal or external stakeholders on the training activity or process knowledge level of the teamAnalysis:Assist Operations teams with action plans based on the TNI’s derivedGovern training team performance and work towards timely certifications from the clientDevelop awareness, knowledge and expertise by driving projects using quality tools like Lean and Six Sigma.Contribute to QNS target through identifying improvement opportunities and implementing action plans focused on achieving QNS.Takes ownership and drives continuous improvement initiatives

To drive Business Writing Skills and floor support training teams for ontime and quality deliveryTo impart training on soft skills chat and email skills to new hires and enable them to perform their job effectively and efficientlyDrive and improve Communication and Floor Support for ontime and quality deliveryConduct TNI and TNA to program the modules as per the process needsNew Hire Training on Voice and Written Communication Customer Service & Cultural Alignment for PreProcess batches Conduct TNA through NPS and Quality AnalysisConduct TNI through floor interventionsNOS management through Agent Skill Mapping and developmentFront end skill management initiatives including coaching and trainingSLA Management for all Floor Training InitiativesOn Time Reporting of QA Management DrivesPrepare site related management reports WBR MBR etcEnsure optimum utilization of training resources within the siteLiaise with Operation to ensure there is adequate and effective training support providedAnalyse and identify internal and external customer requirements through data analysis and use training as a tool to resolve issues Report accurate statisticsConsistently achieve or exceed quality training and targets Conform to company and client security requirementsExcellent FacilitationCoaching and Mentoring SkillsExcellent command over the language both written and spokenPrioritizing and Organizing skillsA flair for Coaching Development and Counselling skillsProblem solving skills and an ability to analyze and take decisionsAbility to motivate traineesAbility to meet acute deadlinesFlexibility and willingness to take on additional responsibility as well as travel if necessary to train batchesProficiency in MS OfficeKnowledge of Utilities industry preferredShould be from a BPO Floor Support Training Experience

Job OverviewThis role is to actively manage, lead, innovate, motivate and develop a team of trainers. The role is involved in developing systems, processes and team members to achieve superior levels of service. Drive individual and team goals including but not limited to training certifications for trainers, deadlines for training remediation’s and all other relevant team metrics. Strategically manage the workload and workflows for the training team and set up the right organizational structures to support all lines of business and workflows Proactively communicate with Stripe on daily operational matters relating to training. Partner with operational teams to ensure that refresher training needs are identified and delivered. Become a customer experience expert partner to Stripe by developing in-depth knowledge on Stripe's training (calibrations, certifications etc.). Proactively suggest improvements to those processes and closely collaborate and provide feedback on new launches or process changes with a potential impact to training. Provide timely team member reviews and handle all team member professional development. Provide support to the team at all times, including the delivery of training for trainers. Any additional responsibilities as business needs dictate.