Assistant Manager Training
Michelin
Total years of experience :22 years, 8 Months
• Make the necessary resources available to respond to the General and Management functional needs within the country and zone
• Locally deploy high-priority trainings within the General & Management function
• Adapt the Central standard modules locally
• Contribute to the design and implementation of the Individual Training Plan
• Responsible for leading high priority training and transfer to other trainers
• Lead and train a local network of trainers within the General and Management function
• Design the training offer to meet local needs, not covered by Central Group offer
• Participate in the development of content of the Central Group offer for various training offers
• Involved in the VQC (Validation Qualification Certification) process and take direct responsibility for validations.
• Responsible for addressing all training requirements for the Tamil Nadu region.
• Identifying training requirements by meetings with Franchise owners.
• Training the fresh recruits/agents on process, technology, policies, culture and responsibility.
• Assisting the franchise owner to understand owner responsibilities and strategies to improve business.
• Motivating sales team to achieve targets by conducting various workshops.
• Single point of contact for all regions across India on training, recruitment and marketing strategies.
• Responsible for addressing all training requirements for the Chennai Center.
• Identifying training needs through Performance Management Systems, TNA and meetings with Middle management and Business Leaders.
• Preparing training calendar for the month and quarter and making it available on the Learning Management System (PeopleConnect).
• Vendor management and coordinate external trainings across levels.
• Evaluation of training effectiveness.
• Imparting training on soft skills - Email etiquette, Business Writing, Telephone Etiquette, Call Handling, Grooming, Workplace Etiquette .
• Inducting new recruits on organizational polices, procedures and culture.
• Constant collaboration with HR Business Heads on Training planning and Strategy.
• Assisting HR on compiling ESAT scores and working towards action plans in the Learning and Development space.
• Handling training transition for the North America HRSD (Human Resources Service Delivery) process.
• Delivering training on Payroll - Underpayments, Overpayments, Garnishments, QDRO, Disability Management Services (Leave of Absence), Termination, Retirement and Helpdesk applications.
• Designing and creating policies for training.
• Security liaison for access control with the technology team in Houston, Texas and Bangalore, India.
• Grading calls provide coaching and feedback and set quality standards based on CSAT data, call barging, call monitoring and frequent floor support.
• Conducting the voice and accent round while recruitment and identifying potential candidates for hire.
• Content development and periodic updating of the North America HRSD training content.
• Vendor management for external trainings.
• Relationship building with Operations and HR ensuring smooth functioning of the process.
• Coordinating with Procurement and finance for any vendor training events.
• Maintaining training records for all employees in Asia Pacific on the firm’s learning management system - Training Central.
• Generating reports for various Lines of businesses and analyze the data for types of training requirements, trends and expenditure.
• Answering queries raised by employees on available trainings, training history, training details etc.
• Publishing training details on the company’s learning management system for Asia Pacific.
• Coordinate training, logistics, and providing assistance to the Investment Banking New Hires training in New York was a project I carried out single handedly every year.
• Managing the vendor database in the Asia Pacific region for training calendars, attendances and payment processing.
• Generating the yearly 360 reports for Managers.
• Rendering quality service to the call in customer while troubleshooting on complaints and arriving at solutions.
• Authorizing transactions with an eye for risk and fraud.
• Training and mentoring new recruits the credit card process, procedures and recent updates.
• Monitoring the GOS (Grade of Service) and the productivity levels.
• Rostering, scheduling weekly offs, vacation and buffer staff for the week/month.
• Collaborating with various teams (marketing, sales, and credits) to close out on pending/urgent cases.
• As an extra responsibility managed Card Sales, Cashiers and the SAC (save a card) units. Created and owned the intranet website - Infoline, used by the entire West region which contained all card content.
