Sr. Manager, Training

Sutherland is seeking an attentive and goal-oriented person to join us as Sr. Training Manager of Consultant Learning Services. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

The role will encompass:

• Coaching, Development & Performance Management of the Training Specialists, Training Managers, Coordinators etc.
• Responsible for the Learning & Development operations for all Banking programs & clients.
• Responsible for in-class/nesting supervision & coaching for all Banking training staff.
• Responsible for the consistency/execution/results/coordination & delivery of New Hire Training, Nesting & BQM.
• Responsible for budgetary compliance & maintaining of ratios & HCs. Owner of the VTF program.
• Responsible for consistency & compliance to all mandated tools, templates, formats & reporting guidelines
• Responsible for the throughput & New Hire Attrition - as deemed by the upstream processes - 0 - through end of Nesting + 30 days (varying degrees of accountability).
• Responsible for achieving CLS and 0-30 days cycle KPI’s and consistently improving them.
• Recommending and initiating Process changes as part of continuous improvement.
• Plans, project manages, executes & ensures training delivery (New Hire + Ongoing) for clients.
• Proactively engages and manages the operating-center service delivery relationship.
• Partners with stakeholders to support revenue growth and demands for the operating center.
• Interact and comply with all Client Internal & External Audit requirements.
• Collaborate, influence and partner with site functions and support partners.
• Represents Training in all relevant strategic and tactical forums, internal & external for Banking Programs.
• Partners with Service Delivery/Quality to determine needs and gaps within each Program and subset of Lines of Business.
• Conducts & leads detailed gaps & needs analysis and post-training assessment initiatives for the program.
• Proactively seeks to improve Training Delivery for the site via content, context & curriculum analysis. Uses other acceptable ISD/Improvement Methodologies as applicable.
• Collate, audit, and report out all client related billable/non-billable reports and any and every other reporting requirements.
• Lead special projects or new business developments that require specialized training attention.
• Maintain updated hiring & resource planners for all Banking Programs and lines of business.
• Participates in weekly/bi-weekly/monthly/quarterly performance reviews with Managers, SD & Client as required.

Qualifications:

• A Bachelor’s Degree (Masters/MBA is a plus) - Accountancy / Economics / Finance / Engineering / Business Mgmt. preferred.
• Minimum of 10 years BPO / ITES / Outsourcing / Call Center experience
• Experience in Team Management, Development and exposure to virtual management set up.
• Excellent written and oral communication skills, Leadership, business communication, presentation & negotiation skills.
• Excellent ability to build networks within and across functions through proactive communication
• Time Management & Prioritization to meet deadlines.
• The ability to maintain a high degree of confidentiality and professionalism is critica
• Problem solving & solutioning through Needs/Learner/Context Analysis.
• Strong work ethic, integrity, flexibility, diversity, customer service orientation, leadership / coaching skills and team building abilities are essential