Education & Training Manager
Education For Employment
Total des années d'expérience :19 years, 10 Mois
Evaluate and develop processes for assessing quality of curricula used across the Network.
Identify and evaluate existing training content that could be leveraged by the Network.
Collect feedback and information to accurately revise existing EFE curricula as needed.
Provide guidance on methodology and approach for implementing training of trainers, across the Network and also with partners.
Oversee development and implementation of both in-person and e-learning content across the Network.
Develop a communications strategy for training across the Network and the establishment of an effective Community of Practice.
Collaborate with Network staff to provide professional development to all training staff and trainers.
Develop internal staff developing training in collaboration with senior management and technical specialists.
Collaborate with Business Systems Support Specialist for implementation and use of a Learning Management System
. Produce Company strategy and plans to meet training and development needs & manage training delivery, measurement and follow-up as necessary.
.Design training courses & programs necessary to meet training needs or manage this activity via external providers.
.Identify, select and manage external training and accreditation bodies, agencies and providers necessary to deliver required training to appropriate standards. .Plan and deliver training courses personally where necessary. .Leading Training Team to deliver products knowledge for employees & Call-Centre across Riyadh, Jeddah & Khobar. .Ensure all training activities and materials meet with relevant organizational and statutory policies.
. Collect and maintain training material for the relevant subjects. * Responsible for Orientation of the new staff bodies.
.Assess relevant training needs for staff individuals and HSBC GSD, in consultation with departmental HEDs, including assessment methods and measurement systems entailed.
. Produce organizational strategy and plans to meet training and development needs & manage training delivery, measurement and follow-up as necessary.
.Handling & Assign E-Learning Modules for HSBC Employees Then reported it quarterly HSBC VPs across All Departments.
.Managing E-learning inquiries across company Employees then Following up regularly on staff and submit report on their E-Learning & assimilation of the training delivered.
.Design training courses & programs necessary to meet training needs or manage this activity via external providers.
. Identify, select and manage external training and accreditation bodies, agencies and providers necessary to deliver required training to appropriate standards.
. Organize training venues, logistics, transport, Food and beverage as required to achieve efficient training attendance and delivery. * Plan and deliver training courses personally where necessary.
.Leading the L&D Team to deliver the training for the customer care & retail through handling the TNA Steps, Designing the Training Calendar then communicating the Training Plan.
.Ensure all training activities and materials meet with relevant organizational and statutory policies, including health and safety, etc.
. Monitor and report on activities, costs, performance, etc, as required.
. Develop self, and maintain knowledge in relevant field at all times.
. Recommend any changes in training solutions identified with the training material & Recommend action against poor performers, and advise Promotions.
. Prepare Monthly, Quarter & Annual training plan according to the Training needs analysis.
. Collect and maintain training material for the relevant subjects. * Responsible for Orientation of the new staff bodies
.Designing the Materials for the customer Care Department, Identify talent employees to ensure they participate in Programs to develop their skills and knowledge.
.Deliver “Train the Trainers Modules” for all Customer care & Retail Virtual Training Team
Responsible for Leading the Virtual Training Team in the customer care & retail through communicating the hiring Plan, Reviewing the updating the Delivering Materials, Coaching the team members through the 1-2-1s, Observing & Developing: the class schedule
.Leading the Training Team to deliver the training for the customer care & retail through communicating the hiring Plan,
.Reviewing the updating the Delivering Materials, Coaching the team members through the 1-2-1s, Observing & Developing: the Training schedule, Trainers Learning-Curve & feedback.
.Set the training budget to ensure meeting training needs of the employees & the organization.
.Act as a project manger according to project assigned. Set the appropriate project plan and allocate recourses & co-ordinate with involved parties. Monitor the implementation of the project
. Design & Conduct Training for Vodafone International Accounts call centres (Vodafone UK, Vodafone New Zealand, Vodafone Australia)
.Conduct & delivering the induction Training for Vodafone Egypt Staff (Call centre, Retail, Corporate Sales) & All Exclusive Partners (RAYA, MOBILE SHOP, B-TECH, Telecom EGYPT)
.Helping the L&D Team to Launch “Vodafone Training Academy” which responsible for Career development across All Vodafone Egypt Employees.
. Identify Training Needs f or the Customer Care Department, Maintain & Ensure the Training
Efficiency, Develop; supervise & evaluate the Internal Training process., Handle and assigned Customer Care training & development projects Prepare monitor & distribute the Internal Training planning.
.INTERNAL TRAINING for soft skills (Emotional Inelegance (EI), Customer Care Soft Skills, Leadership Skills & all Call Centre Soft skills Modules)
. Develop and maintain relations with external training providers to ensure training services are within the approved annual budget and delivered within Vodafone quality standards & Values.
.Review the training budget to ensure that training and development expenditures are within the set budget. Managers to cascade it for Staff.
.Initiates required action for response to customer service requests for order changes, including the \nMaintenance of order/customer information files and communicates changes to the appropriate \nPersonnel/departments. \n. Ensures and provides quality service to both internal and external customers. \n.Receives inquiries from and/or contacts the organization’s branch/regional offices to resolve a variety of \nOrder-related issues. \n. Accesses the company’s internal systems to obtain and extract order information and provide customer \nService management with the data for inclusion in various scheduled and special reports \n. Performs assigned system maintenance to various electronic order files. \n.Participates and provides expertise as a member of the customer service’s departmental team. The teams \nobjectives are develop and recommend changes to existing methods and systems to increase the accuracy, efficiency and responsiveness of the customer service department as a whole
Human Resource Management
