Senior Training Manager

Job Description:

Managers  in this role get to:

Empower the workforce:  Develop and implement the training team’s new hire framework ensuring smooth transition of new hire resources from knowledge transfer to production stage. Lead the leaders. Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations. Oversee new hire, progression, and enhancement training; provide feedback and implement appropriate solutions.

Drive Sutherland forward:  Oversee performance goals, and the alignment of training programs across sites. Support business with the day-to-day process deliverables and help improve businesses by actively participating in transformation workshops. Conduct and lead detailed gaps and needs analysis and post-training assessments; contribute and participate in all growth and improvement initiatives. Initiate, co-ordinate, execute and follow-up on all training activities within F&A. Identify need for training content and update training materials to make them aligned to the needs of the organization.

Strengthen relationships:  Partner with Client/Sutherland transformation team to develop and launch new applications by participating in UAT, identifying defects, suggesting work arounds, simultaneously delivering training on the usage of applications, and conducting online surveys to receive employee feedback and gauge knowledge assimilation. Consulting with leadership to stay current on client organization policies, procedures, business initiatives, technologies, and regulations.

Streamline and improve the program:  Create a standardized training approach for all learning initiatives – Training Need Identification, Refresher Trainings, Knowledge Assessments and Process Documentation. Develop training programs for new and existing employees in finance and accounting shared services. Formulating curricula and instructional delivery methods to accommodate hiring and training requirements. Create, facilitate, and/or revise training materials and documents to equip staff with necessary skills and knowledge.

Manage administrative responsibilities:  Conduct training and development programs for all team members on a regular basis. Work closely with Service Delivery and Customer Experience to identify and implement training initiatives to improve performance. Participate in client interaction (include effective curriculum feedback and client visits). Perform other related duties and assignments as required and as assigned by Training Leadership.

Qualifications:

Our most successful candidates will have:

• College graduate of any discipline or equivalent tenure experience in relevant field
• Knowledge / understanding of Customer Relationship Management
• At least 5 years of experience as training manager in BPO industry.
• English B2H or above.
• Strong understanding of process transformation services (SL, Quality, voice / data metrics, etc.)
• Flexible when it comes to schedule.
• Excellent facilitation and process transformation services knowledge.
• Strong verbal and written communication skills; be able to communicate in a clear, constructive and professional manner
• Ability to be pro-active in developing trust and professional rapport with Team Managers; work as a team-player
• Ability to efficiently manage time and to be able to effectively track training criteria (attendance, test scores etc.)
• Strong analytical skills
• Willing to work on site, Barranquilla