KM & People Development Manager

Role Description:

  • Responsible for end to end Training framework- Such as New hire Training, Process Training, Cross Training, Change Management Training & Employee Development activities.
  • Successful implementation of Training Calendar, 100% adherence to certification and re certification on Process Training.
  • Drive KM initiatives – KMMM certification, Knowledge Management forums and Best Practice forums
  • Contribute by taking up training delivery in soft skills and/or functional skills topics.
  • Responsible for Attrition risk mitigation along with Operations manager including Key roles and succession planning
  • Reduction in Cost of Training (bringing in market best practices).
  • Responsible for adherence to Training BPMS (Including ISO and Internal Audits).
  • Create an effective cross training model for the tower and ensure the index is above 2.
  • Account wise half yearly Training Need Analysis and review.
  • Review Progress with Operations on monthly basis and publish Monthly Training Dashboards.
  • Drive min 3 customer centric projects successfully

People Management: Manage a group of Training Specialists and Training Leads.

  • Manage business to budget:
  • Develop and manage internal trainer pool to deliver internal programs
  • Voc scores to be maintained greater than 4 (on the scale of 5)
  • Creating effective knowledge sharing platform
  • Maintain F less than 20% and M curve at 80%
  • Attrition to be contained < 15%
  • Identify 1 back up for the training manger before year close
  • Talent management within the team
  • Participate/contribute in the Best practice/KM forums
  • 5% improvement from the last VOW score

Required Skill Set:


  • Exposure to BPO Operations, F&A preferred.
  • Exposure to Training Concepts and Methodology (Required).
  • Logical Thinking, Analytical Skills & Attention to Detail
  • Influencing Skills and ability to interact with Business Heads & Stake Holders.
  • Needs to have experience in Training Delivery.
  • Needs to be self motivated.
  • Ability to set direction, prioritizing, scheduling and delivery of tasks by effective coordination

Technical Skills:

  • CET6 above, Fluent English in listening, speaking, reading and writing
  • Good to expert level skill in MS Office Tools like Excel & PPT.
  • Good Project Management Understanding
  • Instructions Design Background (Preferred)

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