Manager - Capability Development (Hyderabad, IN) bei Firstsource | Business Process Management | Trusted Outsourcing Partner

Company ProfileFirstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes.

• Responsible for creating a learning environment across the organization.
• Manage and implement quality methodologies such as six sigma, Lean & COPC, at least three years in BPM sector
• Working closely with client to understand requirements and business critical measurements, ensuring appropriate standard of quality monitoring and measurement is implemented to achieve exceptional quality
• Proactive management of identifying trends, producing root cause analysis and providing solutions
• Innovate and improve processes
• Develop and implement training & development process for all employees including new recruits.
• Effectively identifying training needs for all employees and sketch out the training calendar/schedules.
• Design training module, develop training material, ensure delivery of training programs and complete logistics management for the programs.
• Managing relationship with vendors such as external trainers, training institutes, e-learning companies.
• Liase with cross-functional teams (EE, Ops, Hiring) and improvise training output and effectiveness
• To periodically conduct reviews and track performance of trainers & QA
• Evaluate effectiveness of training and identify re- training needs.
• Conduct Train the Trainer Program’s.
• Identifying and recruiting AM’s, trainers, training coordinators and communication coaches.
• Partner with clients for implementing programs evaluating training and for requirements to
• be planned and implemented with new ramps & business improvement opportunity
• To plan refresher training for CSA on Customer Service, Voice & Accent, Soft Skills. To work closely with operations & quality to ensure training is effective.
• Awareness and usage of tools to bring about immersive learning environment
• Usage of strategic tools like six sigma, lean, design thinking & agile tools to always stay ahead of competition and create a niche brand for the business and client Implement robust monitoring of internal QA and maintains an efficient performance management system  Lead project delivery teams through the adoption of PE principles, practices, tools and techniques ensuring activity meets expected time, cost, benefit and quality outcomes.

• Relevant Experience in Continuous improvements
• Experience in managing Six sigma, lean projects
• Experience in creating and managing strategic QA framework
• Experience in leading client interactions