General Manager - Behavioral Training

Job Responsibilities :

(Must have)

• Review existing process training materials by gap analysis
• Design KRAs for the entire team
• Facilitate motivational activities as needed for the team members
• Coordinate training activities with Hexaware and client stakeholders
• Develop cross-training materials and SOPs for the project/s assigned
• Effectively manage ramp requirements at the projects
• Prepare relevant training reports and dashboards
• Develop Managers/Sr Managers for on-the-job requirements
• Lead client and stakeholder conversations in business reviews as set by the project
• Participate in RFQs/RFPs responses, sales pitches and discussions
• Coordinate and complete TTT sessions for new/potential trainers
• Ability to manage teams/geos as allotted and work in a rotational shift environment is required.
• Span of control – up to 1200-1400 FTE’s

Job Responsibilities :

(Desired)

• Good communication and managerial skills to lead stakeholder and client communications
• Preparation and review of decks for MBRs, WBRs, QBRs with client and internal stakeholders as applicable
• Understanding of process and department PnL and its allied requirements.

Criteria :

(Must have)

• 14-15 years of overall process training experience in a BPO environment in the voice and non-voice set ups.

• Ability to design KRAs strategically as per process and department requirements.

• Experience with client and stakeholder coordination and leading business reviews as applicable for the projects/vertical assigned

Criteria :

(Desired)

• Experience in communication training requirements

• Familiarity with RFQs/RFPs/sales pitches processes and responses