Responsible for ensuring successful implementation of high-quality performance solutions to the company and/or specific clients.
Primary duties may include but are not limited to:
- Manages a team of Training associates responsible for the delivery of training and other learning solutions to meet organizational objectives.
- This includes overseeing course and content development, training delivery processes, and resource management.
- Assists in establishing department policies and procedures.
- Audits to monitor efficiency and compliance with policies, prepares specialized reports, may be assigned to special project work consistent with the role and dictated by the needs of the business.
- Consults with internal and external stakeholders to understand strategic objectives. Ensures alignment of local efforts with Enterprise strategic objectives.
- May conduct training sessions for clients or Training associates. Oversees the implementation of effective training feedback mechanisms to improve training programs and to assess the impact of the investment made in training.
- Responsible for the development and implementation of market or business segment training strategy that aligns with the departmental/enterprise Training strategy.
- Proactively identifies and diagnoses business issues and determines high-level performance improvement needs.
- Serves as a mentor and coaches newer Training leaders. Hires, trains, coaches, counsels, and evaluates performance of direct reports.
- Requires 7-10 years of experience in a progressively complex customer service environment, with specialization in the areas of learning delivery and learning technologies.
- 5+ years of experience in managing teams and developing others, with proven expertise in designing and implementing successful learning programs in the BPO setting.
