Role Purpose:
This role oversees the entire Quality Assurance and Training support pillars and all the activities pertaining to the activities below.
The Training & Quality Manager role includes (but is not limited to):
1. Create, define, embed, and own the end-to-end Quality + Training strategy (Knowledge Management Framework) for the entire CBSP. (~70%).
2. Coach, train, and guide leaders (Supervisors and Managers) applying key Knowledge Management principles (~20%).
3. Driving teamwork and collaboration, working with cross functional teams (including regional teams) to make changes inclusive and beneficial to all parties involved. (~10%).
Key Responsibilities:
LEADERSHIP
1. Take full ownership of quality/performance management systems, ensuring CBSP is utilizing/maximizing usage to ensure the optimum level of overall performance goals.
2. Manage and update knowledge management systems in line with the quality standards, procedures, and process changes.
TRAINING PROGRAM MANAGEMENT
3. Develop and implement comprehensive training programs in line with organizational objectives, collaborating with subject matter experts to create training content and materials.
4. Create, review, and own the end-to-end employee training/development life cycle for both new and existing team members.
5. Create and maintain engaging training and coaching materials.
PERFORMANCE MANAGEMENT
6. Provide guidance and support to supported teams to maintain adherence to quality standards and ensure measurable and trackable coaching mechanisms
7. Organize quality audits, identify training needs and analyze results to support the wider operation.
8. Complete regular reviews and identify individual knowledge gaps as well as wider team trends; recommend and conduct appropriate retraining. Conduct and analyze TNA (Training Needs Analysis) for supported teams and provide quarterly/annual training plan to develop skills.
9. Provide feedback to managers on training/coaching requirement for their employees
10. Design quality and performance score card programs and maintain feedback mechanism for all services.
11. Support performance management systems to enhance company’s people performance.
DATA ANALYSIS
12. Translate insights into an executable plan and advocate for implementation with key stakeholders.
STAKEHOLDER MANAGEMENT
13. Work closely with the operations leaders to drive high levels of operational efficiency and high performing teams.
14. Communicate to key management stakeholders on significant quality issues and business opportunities.
PROGRAM/PROJECT MANAGEMENT
15. Plan, execute, and oversee training and quality projects/programs, ensuring they are completed on time and within budget (if applicable)
Experience:
• Experience working with cross functional teams across Operations and Support teams.
• Excellent communication (spoken and written) and presentation skills.
• Effective time management is a critical requirement.
• Demonstrated experience in using management information/data insights to deep dive on problems and drive improved process and/or performance.
• Able to maintain positive and productive relationships with teams, peers, and manager(s), ensuring a high degree of responsiveness to requests.
Qualifications:
• Bachelor’s Degree with a minimum of 6 years of relevant experience, preferably from a shared services environment.
• Experience managing knowledge management/learning solutions.
• With relevant experience in Quality Management, Knowledge Management, Learning & Development and Performance/Skills Management
• Previous experience delivering training or coaching from junior team to train the trainer programs.
• TTT (Train the Trainer) certification is desirable.
Role Purpose:
This role oversees the entire Quality Assurance and Training support pillars and all the activities pertaining to the activities below.
The Training & Quality Manager role includes (but is not limited to):
1. Create, define, embed, and own the end-to-end Quality + Training strategy (Knowledge Management Framework) for the entire CBSP. (~70%).
2. Coach, train, and guide leaders (Supervisors and Managers) applying key Knowledge Management principles (~20%).
3. Driving teamwork and collaboration, working with cross functional teams (including regional teams) to make changes inclusive and beneficial to all parties involved. (~10%).
Key Responsibilities:
LEADERSHIP
1. Take full ownership of quality/performance management systems, ensuring CBSP is utilizing/maximizing usage to ensure the optimum level of overall performance goals.
2. Manage and update knowledge management systems in line with the quality standards, procedures, and process changes.
TRAINING PROGRAM MANAGEMENT
3. Develop and implement comprehensive training programs in line with organizational objectives, collaborating with subject matter experts to create training content and materials.
4. Create, review, and own the end-to-end employee training/development life cycle for both new and existing team members.
5. Create and maintain engaging training and coaching materials.
PERFORMANCE MANAGEMENT
6. Provide guidance and support to supported teams to maintain adherence to quality standards and ensure measurable and trackable coaching mechanisms
7. Organize quality audits, identify training needs and analyze results to support the wider operation.
8. Complete regular reviews and identify individual knowledge gaps as well as wider team trends; recommend and conduct appropriate retraining. Conduct and analyze TNA (Training Needs Analysis) for supported teams and provide quarterly/annual training plan to develop skills.
9. Provide feedback to managers on training/coaching requirement for their employees
10. Design quality and performance score card programs and maintain feedback mechanism for all services.
11. Support performance management systems to enhance company’s people performance.
DATA ANALYSIS
12. Translate insights into an executable plan and advocate for implementation with key stakeholders.
STAKEHOLDER MANAGEMENT
13. Work closely with the operations leaders to drive high levels of operational efficiency and high performing teams.
14. Communicate to key management stakeholders on significant quality issues and business opportunities.
PROGRAM/PROJECT MANAGEMENT
15. Plan, execute, and oversee training and quality projects/programs, ensuring they are completed on time and within budget (if applicable)
Experience:
• Experience working with cross functional teams across Operations and Support teams.
• Excellent communication (spoken and written) and presentation skills.
• Effective time management is a critical requirement.
• Demonstrated experience in using management information/data insights to deep dive on problems and drive improved process and/or performance.
• Able to maintain positive and productive relationships with teams, peers, and manager(s), ensuring a high degree of responsiveness to requests.
Qualifications:
• Bachelor’s Degree with a minimum of 6 years of relevant experience, preferably from a shared services environment.
• Experience managing knowledge management/learning solutions.
• With relevant experience in Quality Management, Knowledge Management, Learning & Development and Performance/Skills Management
• Previous experience delivering training or coaching from junior team to train the trainer programs.
• TTT (Train the Trainer) certification is desirable.