Deputy Manager

India Customer Care | Job Descriptor - Deputy Manager (IC)

Job Description: Learning Program Manager

Wipro Designation: Deputy Manager (Individual Contributor)

Wipro Band: B3

Responsibilities -

Learning Strategy Development -

• Collaborate with stakeholders to understand business objectives and design learning strategies aligned with customer support goals.
• Analyze training needs and gaps within customer support unit to develop comprehensive learning programs.

• Develop learning programs and curricula tailored to the specific needs of customer support roles within banking and financial services.
• Design training modules and resources utlising various formats like e-learning, workshops, simulations and job aids.
• Implement learning initiatives (ASCEND, SMART OPS, etc) ensuring alignment with organizational goals and compliance requirements.

• Create and curate learning content including manuals, SOPS, guides, presentations and multimedia resources.
• Collaborate with Subject matter experts to ensure accuracy, relevance and effectiveness of learning materials.
• Maintain and content repository and update materials as needed to reflect changes in policies, procedures and industry regulations.

• Facilitate workshops, boot camps and other learning formats to enhance learning outcomes and practical application of skills.
• Provide coaching and feedback to learners to support their development and address performance gaps.

• Providing coaching and feedback support to client teams in the customer support unit from time to time on communication and soft skills related training needs and manage related performance metrics

• Evaluate the effectiveness of learning programs through feedback mechanisms, assessments and performance metrics.
• Analyze training data to identify trends, areas of improvement, and opportunities for innovation.
• Continuously iterate on learning initiatives to enhance impact, efficiency, and ROI.

• Collaborate with cross functional teams including HR, Operations and Compliance to align learning programs with broader organizational strategies.
• Build strong relationships with business leaders, managers and frontline staff to understand their needs and foster a culture of continuous learning.
• Communicate regularly with stakeholders to provide updates on learning initiatives, solicit feedback and address concerns.

• Aptitude towards Quality Control (maintain Quality metrics as per client standards)
• Facilitation Skills: Should possess excellent facilitation skills.
• Adaptability to different styles of training and execution (understanding learner's ability and organizational culture
• Coaching and feedback skills: should possess excellent coaching and feedback skills
• Good communication skills (both written and verbal)
• Proficiency with MS Office, MS Excel Advanced, MS Word and Power Point
• Has experience in reporting out data or creating dashboards.