Senior Manager Process Training

Role Overview The Senior Manager Process Training is responsible for managing and coordinating comprehensive training activities within the customer service domain, with focus on both voice and non-voice processes. This role involves reviewing and enhancing training materials, designing key result areas for teams, and working closely with call center management staff to improve overall training effectiveness. The position requires developing cross-training materials, standard operating procedures, and preparing detailed training reports and dashboards while managing a span of control of approximately 900 FTEs across multiple locations and geographies. Key Responsibilities - Review and enhance existing training materials for assigned projects and ensure compliance with quality standards - Design and establish key result areas for assigned training teams and monitor performance metrics - Collaborate with call center management staff and stakeholders across multiple locations to coordinate training activities - Develop and review comprehensive cross-training materials and standard operating procedures for various processes - Prepare, analyze, and present training reports and performance dashboards for management reviews - Participate in RFQ and RFP responses and lead strategic discussions with clients - Coordinate Train the Trainer sessions for new and potential training facilitators - Prepare and present management briefs, weekly business reviews, and quarterly business reviews for client stakeholder engagement - Develop managers, deployment managers, and account managers for on-the-job training requirements - Support succession planning initiatives and identify high potential training talent Required Qualifications - Bachelor's degree or Post-Graduate degree from a recognized institution - Minimum 10 years of experience in process training area with team management responsibilities - 5-6 years of experience in a managerial role within training function - Proven expertise in both inbound and outbound voice and non-voice domain processes - Demonstrated experience in designing KRAs and developing cross-training materials and SOPs - Strong background in Customer Service, Telecom, Travel, or eCommerce domains from domestic and international projects - Ability to coordinate training activities with stakeholders across multiple lines of business and geographic locations Why Join Us Hexaware Technologies offers an opportunity to work with a global BPO organization managing large-scale training operations across multiple domains and geographies. You will lead training excellence initiatives, develop future leaders, and contribute to organizational growth while working with diverse stakeholder groups.

- 10+ years of process training experience - 5-6 years of managerial experience in training - Expertise in inbound and outbound voice processes - Expertise in non-voice processes - Experience designing KRAs for teams - Experience developing cross-training materials - Experience developing SOPs - Customer Service domain background - Telecom domain background - Travel domain background - eCommerce domain background - Experience with domestic projects - Experience with international projects - Ability to manage multiple locations and geographies - Bachelor's degree or higher qualification - Train the Trainer experience

- Flexible shift timings as per business requirements - Work with global customers and teams - Leadership and development opportunities - Succession planning participation - Exposure to multiple industry domains