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Head of Product Training - BPO - Umhlanga Rocks

Careerbox

An exciting position has come available for a Head of Training position at one of Africas largest BPO solution compnaies based in Durban.
This a leadership position that requires the successful candidate to strategize learning solutions for various business units within the organization. The learning solutions directly support the performance deliverables for New Hire Training, Induction , Floor rollouts, tools, refreshers, Product, Process, systems, compliance, and soft skills to meet identified business needs across multiple different International & Domestic campaigns.

* Client *

* Responsible for the employee learning proposition of all business units
* Managing multiple business units and multiple geographies thus customizing learning solution for each business unit
* Expertise in various industries namely Telco, Insurance, Retail, Financial services, etc.
* Support different lines of business which include Sales, Customer Service, Technical Support, Retention, Upsell and Claims across multiple business units
* Leading Business Reviews with the clients and stakeholders
* Partnering with clients to plan exchange programs for the training
* Periodical interventions with Stakeholders/Clients

* People *

* Creating Employee progression plans.
* Introducing New Training methods .
* Creating and Implementing quarterly Employee Engagement activities
* Creating effective Transition models
* Leading interventions with cross functional teams
* Design robust trainer and training manager development strategy
* Product Training sign offs and maintenance for ongoing basis.
* Design ongoing succession plan for members joining the team
* Design and conduct assessment centers for training manager & Training lead profiles
* Providing end to end solutions

* Process and Risk *

* Review Skill matrix for all trainers
* Design the operating rhythm for training manager
* Design all training content with measures of success
* Defining processes with the Product Training function and creating a standardized operating model for all levels within the team.
* Creating Roles and Responsibilities for all team members
* Design a governance model
* Design and review Product Trainin
* Be part of the risk committee to propose any risks identified
* Ensure all requirements for internal & external audits are met

* Planning, Organizing and Review*

* Designing & Executing Training Needs Analysis Tools
* Designing Customise on floor Cross skill and Upskill Training journeys
* Designing the transition journey for new clients
* Aligning a Cost-effective Training Calendar to the Business delivery plan.

* *




* Strategic Orientation
* Analytical Decision Maker
* Confident & Passionate
* People Management
* Planning and Organizing
* Project Management
* Microsoft Office products
* Business & Commercial Acumen
* 15+ years’ experience of which minimum of 5-7 years Head of Training experience, ideally within a call center environment
* Master’s in business administration or equivalent
* Assessor qualifications would be advantageous
* Flexible shift hours

Market Related


* Strategic Orientation
* Analytical Decision Maker
* Confident & Passionate
* People Management
* Planning and Organizing
* Project Management
* Microsoft Office products
* Business & Commercial Acumen
* 15+ years’ experience of which minimum of 5-7 years Head of Training experience, ideally within a call center environment
* Master’s in business administration or equivalent
* Assessor qualifications would be advantageous
* Flexible shift hours
Apply Now

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