Senior Group Manager - Process Training

Senior Group Manager - Process Training

Company Description

WNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence.We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400+ clients with the help of our 44,000+ employees.

Job Description

• Collaborate with Operating teams to manage end to end knowledge and identify training opportunities along with launching process improvement projects.• Responsible for achieving and exceeding SLA targets. Work closely with Training Manager/DM/AM to drive process improvements to meet and exceed customer requirements.• Ensure Trainer readiness and certification for all client and WNS mandated training programs. • Work closely with WFM team in aligning Training resources for new hire training. • Anticipating changes in client business and to take effective steps to mitigate associated risks. Coaching, motivating and promoting key staff. • Lead training projects that help reduce cost, increase revenue, and digitize training.• Provide real time support to trainers conducting training new hire batches – pre-process, process, and OJT.• Should upskill oneself to lead client calls for domain/process.• Handling & solving customer problems in an efficient manner, keeping in view the organizational standards & to enhance customer loyalty.• Decisive spoken / Verbal communication skills • Ability to lead and motivate a team• High on communication skills/ writing skills (English) • Should have effective communication skills and would be interacting with internal stakeholders & external stakeholders.• Manage a team of Domain experts/ SME and technical designers. • Should have strong understanding of current training practices and learning methodologies. • In depth understanding of TNI/ TNA process and ability to make recommendations for process improvements • Maintain vertical hygiene by ensuring reports, data and documents are in place.• Promote standardization by creating SOPs across A&A training.• Should be aware of authoring tools like Articulate, Flash player, Captivate and videos etc.• Should have worked or have an understanding on various training methodologies, training modules and have knowledge on Instructional designing.• Front end all compliance audits for training.

Qualifications

Should have a minimum of 10 years’ experience of Training management in an Airline account.• Any Graduate/PG/MBA.• Additional Qualifications: IATA Preferred, Travel Industry related Diploma /Certificate.• Skills required – • Yellow belt /Green Belt certification/Lean certifications will be an added advantage.• Good analytical skills with ability to learn• Attention to details and Problem-solving skills• Methodical, structured & organized approach to work.

Experience Level

Senior Level