Responsiblefor the development and execution of HCSS learning and capability developmentstrategy. Ensures that the learning anddevelopment plans are aligned to the HCSS Talent Management strategicpriorities.
Overall responsible for effectively managing all training conducts,learning activities, including team alignment on processes and policy changes.
Trainingand Capability Development Manager focuses on providing coaching, motivation andsupport to enhance the engagement and success of their team of trainingspecialists in attaining targets and goals.
Evaluate trainers, curriculum andprocesses. Recommend and coordinate needed changes based on process analysisand quality scores.
Responsible formeeting team productivity and quality goals.
Key Responsibilities include but not limited to :
Analyzesqualitative data to determine learning gaps and work innovatively with otherpartners to develop appropriate training interventions to improve service deliveryquality.
Works with service delivery and business excellence leaders to identify HCSS training needs.
Develops and implements learning programs, work collaboratively with HCSS service delivery leads to meet desired competency levels of team members.
Actsas the main point of contact for critical process and policy advisories, whowill then be responsible for devising a plan to cascade the information acrossHCSS.
Performsother reasonable duties as directed by the HCSS leadership team.
Managesday-to-day training operations, processes, and reporting
Improvesthe key success metrics associated with training goals.
Deliversexcellent customer service and communication.
Develops,coach, support, and evaluate the team.
Ensuresthe team has tools, systems, and support needed to perform training.
Knowledge and Skills Requirements :
Minimum7 years of professional HC experience including four years of managing andleading adult training program
Minimumof 2-year managerial experience
Strongcoaching and communications skills
Dataanalysis and reporting skills
Strongattention to detail and desire to follow procedures
Highcustomer service orientation
Workingknowledge of database applications such as MS Office (Excel, Outlook,PowerPoint), Oracle, Kronos, Zoom or ability to learn technology quickly
Callcenter experience preferred but not required