Manager - Capability Development

Key Accountabilities /Responsibilities:

 Manager – Training & Quality is responsible for developing and implementation of new hire training, business skilling &  quality    framework & strategy for the external client that helps manage performance, reduce risk and increase value for the client and FSL.

• 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
• Proactively identifying trends, producing root cause analysis and providing solutions to ensure quality delivery of business goals
• Develop & implement standard quality methodology to include guidelines, policies and procedures for the assigned client
• Manage culture and process training to the new hires or training sessions and refresher trainings on the floor or Virtually (Teams application) or face to face in the training room.
• Develop & implement standard training methodology to include guidelines, policies and procedures for the assigned client
• Planning and organising training needs for existing and new business
• Timely review of Training curriculum through optimisation and implementation of digital learning .
• Work with the Operations lead and managers to identify gaps and implement plans to close and improve
• Ensure that the QA & training framework is robust and helps in efficiently managing performance
• Lead Service Quality team through FSL values and quality principles of Lean & Six Sigma.
• Apply lean six sigma, business acumen, leadership, change management
• Review and present regular management information on quality measures and improvements
• Manage and oversee the development of the existing Quality teams
• Meet KRA’s as agreed and any that may get added due to business needs
• Constructively challenge the organisation to constantly improve operational capability and performance

Qualifications: 

• Bachelor’s degree from institute of repute
• Additional Certification in Improvement methodologies like Lean and Six Sigma will be added advantage

Skills: 

• Should display Solution orientation in their approach
• Process, operations management and organisation design orientated.  An organiser with strong planning ability and attention to detail
• Excellent communication skills, both verbal and written
• Proficiency in standard Microsoft packages
• Good Presentation Skills
• Able to facilitate, coordinate & close loop discussions with specific action plans
• Able to make decisions under a high pressure environment and reacts well to challenges in somewhat stressful situations

Knowledge/Experience:           

• Experienced in dealing with large client Base and Dynamic businesses and is able turn things around in a quick time
• Experience in Telecom & Media and first party collections (added advantage)
• Knowledge of quality principles and continuous improvement techniques
• Knowledge of Six sigma methodology and Lean principles
• Experience and knowledge of working in a global service delivery environment
• 5-6 years experience in Training & Quality 
• 2-3 years Telecom experience