LOCATION: Mumbai (Malad) Key accountabilities and responsibilities include: · Delivery management · Client satisfaction · Client relationship (at a Delivery level) · Financial performance (Contribution Margin) · Transformation & Industrialized Innovation · Supporting Growth · Supports Account Development Role and Responsibilities: · Customer: Liaises with clients to assess business needs and for training requirements / updates. · Conducts calibrations with clients on requirements and performance. · Seeks client's approval for new test modules before their roll out on the floor. Seeks client's sign-off for updated training material. · Drive Performance metrics and ensure all targets are met at daily, weekly & monthly levels · Proactive & excellent on meeting on time client defined SLAs · Daily, Weekly, Monthly level Governance · Operational Excellence: · Designs training & test modules based on needs. Maintains regular correspondence with the clients to clarify process updates and percolates it to Operations. Resolves issues pertaining to process knowledge with clients. · Ensures that Quality, CSAT, Resolution scores for the batch meets the defined norms within the first month of production. · Conducts interviews & coordinates with HR for recruiting trainers / trainees Ensure 100% adherence on client driven SOP & BEST T&D compliance Prepare Trainers through TTT/ Platform skills certification · Liaises with Central MIS / Admin dept / HR / Payroll for training resource availability · Coordinates with all stakeholders to ensure New Hire training process runs effectively Prepare and attend all business / client reviews & work on the action plans to improve business performance · Understanding of root cause analysis & reasons to better performance · Interacts with IT team for creation and deletion of Ids for new team members. · People & Culture: Measures performance of the team through performance appraisals and responsible for team motivation and retention. · Responsible for retaining trainees & trainers Guides the trainers to measure training effectiveness and ascertain trainees learning curve. · Counsels and guides trainees who are off –track. · Adheres to release date of trainees to OJT as per schedule. Conducts or nominates developmental workshops for trainers to enhance skills. Ensures adherence to norms specified by COPC certification and ISO 270001. Creates SOPs for training department and various processes. Domain / functional expertise areas: · Good Process knowledge, Feedback & Coaching Knowledge in MS Office · Ability to facilitate learning · Excellent Communication Skill (Verbal & Written) Stakeholder Management Critical competencies: · Delivers Customer Service · Supports Innovation & Continues Improvement · Engaging Communication Coaches & Develops Others