Process Trainer Lead
- Cognizant
- 4 - 9 years
- Hyderabad
- 4 months ago
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Job Description
Position Summary:
The Trainer position is primarily responsible for Training delivery, content creation and conducting training to increase operational efficiencies. Taking care of our accounts requires quick action, customer service and relationship building paired with the ability to enhance knowledge in the account. The Trainer should be able to work in a fast paced environment with quick adaptability to change.
Training & Development Responsibilities:
- Facilitate new hire, BAU workflow trainings, communication & soft skills trainings by utilizing the content, presentations and visual aid
- Plan classroom trainings, e-learnings and other computer-aided instructional technologies, simulators, conferences and workshops
- Manage the training program in accordance with business needs, regulatory requirements, and Quality Management System
- Evaluate trainees for the duration of the training by administering regular assessments and activities followed by a feedback process
- Checks all logistical requirements e.g classroom booking, training material etc before beginning a program to ensure smooth and efficient implementation
- Participate in client calls regarding updates on new products and development
Training Need Identification:
- Conduct training needs evaluation, knowledge enablement activities for the new joiners and BAU operators
- Conduct learning needs assessment via PKTs, TNIs & Bottom quartile performance analysis
- Proactively identify opportunities and plan training interventions in collaboration with Ops & internal leads
- Monitor calls and perform quality checks to validate QA findings for retraining purposes
- Conduct shadow sessions and floor support to identify process gaps/opportunities for improvement
Content Design:
- Ability to create or customise high quality modules and session plans based on business and floor requirements
- Ability to create Standard Operating Procedures, knowledge bytes, micro-learning modules, manuals and visual aids etc.
- Identify and recommend modifications or additions to content as per business dynamics, perform quarterly content audits
Policy Responsibilities:
- Create policy documents for new launches, maintain and audit existing documents
- Ability to handle questions raised on policies by Client/Operations
- Provide meaningful resolutions and insights for issues/escalations
- Identify gaps in existing policy / tools and offer possible solutions to bridge the gaps
- Share policy and workflow updates, check understanding via PKTs or dip-checks
Other Training Responsibilities:
- Data maintenance and reporting with updates, assessments scorecard, feedback etc for all training activities
- Have regular meetings with Operations, internal stakeholders and Clients
- Conduct interviews and evaluate technical and communication skills
- Maintains advisor documents which are handed over to Operations on advisor movement to Mentoring/OJT
- Flexible to adapt to changing business needs and ability to perform assigned tasks
Qualifications & Job Expectations:
- Work from office - all 5 days
- Open to rotational shifts, Mon - Sat
- Bachelors degree in any stream
- Experience of minimum 2+ years in Training with Maps or related technological fields.
- Exposure to working with global teams. Ability to interact fluently with team members based in other geos
- Sound knowledge of training concepts and methodologies
- Excellent presentation, communication and interpersonal skills
- Good people handling skills and a team player. Ability to identify trainee behaviour and issues
- Ability to front end and manage tasks individually
- Self-motivated, problem solver, confident and logical ability
Selection Process:
Level 1 - Interview with panel
Level 2 - The candidate will need to create a presentation or module on any given topic and share with the recruiting team
Level 3 - Presentation round with panel members followed with Final
Interview
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer Success, Service & Operations - OtherRole: Customer Success, Service & Operations - OtherEmployement Type: Full timeContact Details:
Company: CognizantLocation(s): Hyderabad
Keyskills: Training
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