About Firstsource:

Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. We specialize in helping customers stay ahead of the curve through transformational solutions that reimagine business processes, delivering increased efficiency, deeper insights, and superior outcomes.

As trusted brand custodians and long-term partners to over 100 leading brands, we have a presence in the US, UK, Philippines, India, and Mexico. Our 'rightshore' delivery model offers solutions covering the complete customer lifecycle across Healthcare, Telecommunications & Media, and Banking, Financial Services & Insurance verticals. Our clientele includes Fortune 500 and FTSE 100 companies.

Role & Responsibilities:

Role Description: As the Manager of Training, you will play a pivotal role in nurturing the skills, knowledge, and expertise of our workforce. You will be responsible for leading strategies to enhance employee capabilities, foster professional growth, and align learning requirements with company objectives.

Roles & Responsibilities

• Develop and execute a comprehensive capability development strategy that aligns with the organization's goals and long-term vision.
• Implement and manage a range of learning and development initiatives, including training programs, workshops, and e-learning modules.
• Design, coordinate, and facilitate training programs focused on enhancing the skills and competencies of employees involved in service processes.
• Develop training materials, modules, and resources utilizing various formats (e.g., workshops, e-learning, simulations) to cater to diverse learning styles and roles within the organization.
• Evaluate the effectiveness of training programs through assessments, feedback mechanisms, and performance metrics.
• Identify high-potential employees within the Capability Development department and design leadership development programs to prepare them for future leadership roles.
• Lead collaboration efforts with Managers and HR to assess the current skillsets of employees, identify gaps, and create plans for bridging those gaps.
• Establish mentorship and coaching programs to provide personalized guidance and support for employees' professional growth.
• Manage the capability development budget efficiently, ensuring cost-effective investments in employee development.
• Implement and leverage talent development tools, software, and platforms to streamline and enhance learning and development efforts.
• Work closely with department Managers and teams to identify specific training needs and collaborate on implementing training programs.
• Ensure that all training and development activities adhere to relevant industry standards and regulatory requirements.

Expected/Key Results

• Ensure adherence to established Training Service Level Agreements (SLAs) and requirements.
• Foster skill enhancement within respective centres and processes to elevate proficiency.
• Strive for elevated persistency and ensure the continuous relevance of training materials for assigned business lines
• Guarantee structured training for 100% of new hires/transfers in operations and enhance the breadth and depth of employee process training certifications across all processes.
• Aim for an amplified number of process enhancements designed to improve quality results within existing workflows.
• Cultivate new client connections while nurturing existing client relationships. Track and disseminate critical training metrics for effective monitoring and transparency.
• Forge robust internal stakeholder relationships, evident through positive stakeholder feedback.
• Prioritize "People Engagement and Development," focusing on the retention, development, and succession planning within the function (a mandatory goal for People Managers, already included in the Goal Sheet).

Qualifications

• Bachelor's degree in a relevant field (e.g., Human Resources, Business, Education)

Preferred Work Experience

• Proven experience in capability development, learning and development, or talent management, with a track record of successful program design and implementation.

Competencies & Skills

• Exceptional leadership and team management skills
• Strong analytical, problem-solving, and project management abilities
• Excellent communication and interpersonal skills
• Strategic thinking and the ability to align talent development with organizational goals
• Proficiency in talent development tools and software
• Budget management experience
• Knowledge of industry-specific regulations and standard