Job expirat
KNOWLEDGE TRANSFER
- Manages the Pre-OJT program: creates and validates the Pre OJT plans together with the customer and operations, drives LP completion (assessment for KTI computation included) in order to ensure team’s readiness prior OJT;
- Starting from the standard OJT framework, creates personalized plans and establishes the OJT agenda together with the SMEs and Operations;
- Ensures that KTI assessments are run regularly during Pre OJT and OJT, with support of the Customer Trainer and Operations/Transition Manager;
- Maintains a close relationship with the customer during OJT in order to collect feedback on the training’s progress and actions whenever required as per the specific demands;
- Ensures First Time Right according to the established targets (connects with the transition manager to receive VOC results post TG2 and TG4 sign off, ensuring adherence to the established targets);
- Owns TG 2 & 3 Training deck’s creation (KTI, Training and SOP status, if applicable);
- Offers support both to the team and process trainers whenever requested during the Pre OJT and OJT phases;
- Coordinates process trainers in order to maintain accurate LTO records as per the ISAE requirements;
- Responsible for risk assessment and mitigation plans related to training, in all transition phases, to ensure a smooth knowledge transfer;
KNOWLEDGE MANAGEMENT:
- Initiates or drives implementation of all KM pillars at account level: SOP update (keeping an accurate inventory of all documentation), Learning Paths (creation, validation and effective implementation), Process Trainers coverage (E2E selection process), Cross trainings (LPs creation and validation, ensures that an efficient primary and secondary back-up is in place) PKT roll-out (twice per year, as per ISAE requirements) and Virtual Buddy implementation (if the case);
- Leads customer calls on training deliverables according to the account requirements (on a regular basis);
- Proposes and sustains a proper governance model in order to ensure a successful implementation of KM pillars within the assigned accounts (regular meetings and reviews with operations, process trainers and training manager);
REPORTING:
- Provides accurate training updates for each account within the established deadlines (Europe Training Scorecard, Global Training Scorecard, Training Dashboard);
- Owns monthly training reporting deck creation (if applicable for the assigned accounts);
- Participates and presents the training updates in the regular client governance calls/reviews;
- May be required to deliver ad hoc reports, as per direct manager’s request or Global training leads;
LEARNING AND DEVELOPMENT:
- Promotes, monitors progress and follows up on Edu@Work enrolments for his/her respective accounts;
- Keeps accurate records on GEM status, driving on time closure for all enrolled participants. Along with Operations and Training Manager creates and validates personalized training plans in case of GEM interview failures to ensure successful re-attempts;
- Advertises Build & Gateway programs, monitors progress and works together with HR and Ops teams to ensure 100% redeployment post programs completion;
CUSTOMER CONNECT:
- Ensures proper communication to the customer with respect to all relevant training updates by establishing regular calls and reviews;
- Along with Ops works on predicting NPS scores, is responsible for elaborating a coherent action plan based on customer’s feedback and requirements, connects with NPS respondents in order to describe the methodology and bring up clarifications where needed;
GENERIC RESPONSABILITIES
- Initiates Training Needs Identification (TNI) and Training Needs Analysis (TNA) within the assigned accounts and proposes action plans based on the findings in order to meet and satisfy operations or clients requirements;
- Ensures proper TTT for all internal trainers both for product and soft skills;
- Owns process trainers’ selection, is their first point of contact whenever support is required, collects quarterly inputs from PTs and direct managers for PT VICs;
- Ensures the timely publication of Training Newsletter, if applicable in the assigned accounts;
- Provides Audit evidences and ensures 100% compliance to the ISAE requirements on all training controls;
- Delivers product/soft skills trainings and workshops if required;
- Creates, validates and revises training materials & presentations together with process trainers, internal trainers and training manager;
- Coordinates the process trainers team in organizing workshops and sharing best practices sessions within the vertical/across all accounts;
- Promotes and ensures adherence to the Training best practices;
Requirements:
- Previous relevant experience (+3 years);
- University graduate (relevant studies);
- Self-motivated with ability to work both independently and as part of a team;
- Organized personality with attention to details, able to work simultaneously on different projects;
- Ability to handle client on one-on-one basis, via e-mails and calls;
- Good communication and influencing skills;
- Ability to handle multiple tasks and drive closure;
- Project management skills;
- Strong presentation skills;
- Fluency in English, both written and oral;
Career impact with Genpact!
Genpact is a leader in the globalization of services and technology and a pioneer in managing business processes for companies around the world in the areas of Accounting, Customer Relationship Management, Procurement and Supply Chain, Banking, Insurance, Analytics, IT Infrastructure and Software services. We were the pioneers of our industry when we started operations in India as a part of General Electric 12 years ago, and our customers today are Fortune 500 market leaders across banking & financial services, insurance, manufacturing , transportation, healthcare, pharmaceuticals, automotive, consumer goods and retail, media & business services. Genpact is a public company listed on the New York Stock Exchange under the symbol "G".
Genpact has over 36,000 employees around the world, in China, India, Philippines, Mexico, Guatemala, USA, Hungary, Romania, Spain, the Netherlands, Morocco, and South Africa.
We are currently expending our team in Bucharest and therefore we are providing outstanding career opportunities in multiple business areas.
What makes us different is the ability to serve our worldwide clients in their own language: English, French, Italian, Spanish, Hungarian, German, Dutch, Portuguese, Swedish, Polish....you name it.
