Bpo Manager

Title - Manager Training & Quality
Location - Melbourne, Australia.
Salary - As per industry standards.

Job Summary
Manager - Training & Quality is responsible for developing and implementation of new hire training, business skilling & quality framework & strategy for the external client that helps manage performance, reduce risk and increase value for the client and FSL.
5-6 years experience in Training & Quality. 2-3 years Telecom experience.
Principal Duties/Responsibilities
Key Deliverables
Working closely with client to understand requirements and business critical measurements, ensuring appropriate standard of quality monitoring and measurement is implemented to achieve exceptional quality
Proactively identifying trends, producing root cause analysis and providing solutions to ensure quality delivery of business goals
Develop & implement standard quality methodology to include guidelines, policies and procedures for the assigned client
Develop & implement standard training methodology to include guidelines, policies and procedures for the assigned client
Planning and organising training needs for existing and new business
Timely review of Training curriculum through optimisation and implementation of digital learning.
Work with the Operations lead and managers to identify gaps and implement plans to close and improve
Ensure that the QA & training framework is robust and helps in efficiently managing performance
Lead Service Quality team through FSL values and quality principles of Lean & Six Sigma.
Review and present regular management information on quality measures and improvements
Manage and oversee the development of the existing Quality teams
Meet KRA’s as agreed and any that may get added due to business needs
Constructively challenge the organisation to constantly improve operational capability and performance

Capacity Management
Regular capacity review of the team, to ensure equal work distribution and tracking overtime. Manage resources efficiently through peaks and troughs in the business cycle. Develop resource plans and plans for contingencies
Project Management skills
Operations Management/Operational Effectiveness
Champion ‘Excellence and Best in Class services’ for the Customer in the business units and work with teams to deliver continuous improvement opportunities
Relationship management
Work with leaders and managers within the Business to meet client and company objectives and bring in value add
Develops, promotes and enhances a culture of “client first” service to ensure consistent delivery of excellent client service and client retention
People management/ development
Manages the performance of all direct reports through the formal performance management system. Responsible for Succession planning
Lead the quality & Training team to meet all FSL objectives and client goals.
Lead teams to constructively challenge the organisation to constantly improve operational capability and performance
Identifying development needs for both individuals and the team as a whole. Works with concerned partners to optimize training and development opportunities

Required Qualifications, Skills, Knowledge, Experience
Qualifications:
Bachelor’s degree from institute of repute
Additional Certification in Improvement methodologies like Lean and Six Sigma will be added advantage

**Skills**:Should display Solution orientation in their approach
Process, operations management and organisation design orientated. An organiser with strong planning ability and attention to detail
Excellent communication skills, both verbal and written
Proficiency in standard Microsoft packages
Good Presentation Skills
Able to facilitate, coordinate & close loop discussions with specific action plans
Able to make decisions under a high pressure environment and reacts well to challenges in somewhat stressful situations
Knowledge/Experience:
Experienced in dealing with large client Base and Dynamic businesses and is able turn things around in a quick time
Experience in Telecom & Media and first party collections (added advantage)
Knowledge of quality principles and continuous improvement techniques
Knowledge of Six sigma methodology and Lean principles
Experience and knowledge of working in a global service delivery environment

Application Question(s):

- Are you willing to work on site?
- How soon is your notice period?

**Education**:

- Bachelor Degree (required)

**Experience**:

- Training & Quality in a BPO: 5 years (required)
- Telecom: 2 years (required)
- global service delivery environment: 2 years (required)