Purpose of the Role:

Develop and update existing or new content related to process training, supports the Team Lead in training, daily reviews, update question banks for various levels and methods of assessments with the objective of meeting client requirements and skill enhancement of Process Executives within the guidelines, policies, and norms of Infosys.

Process trainer is responsible for the design and delivery of training portfolio consisting of programs, courses and learning interventions; conducting training needs assessment and evaluation; implementing new training programs and adjusting the existing ones; closely cooperating with the business partners to support the organization to achieve their short term and long terms the business objectives.

Competencies (Please read in conjunction with the Areas of Responsibility)

Essential Qualifications, Training and Experience:

• Minimum 2 years of experience in teaching and knowledge transfer area
• Excellent communication skills - Fluent English essential
• Strong facilitation skills
• Time management skills
• Strong skills in Instructional Design
• Knowledge of training processes and procedures and training administration as an advantage
• Proficiency in Microsoft Word, Excel, and PowerPoint and with business systems

Desirable Qualifications, Training and Experience:

• A third level Degree desirable, preferably in L&D Management or HR Management

• A second language beneficial

Personal Attributes required:

• Negotiation and influencing skills.
• Cognitive openness
• Flexibility
• Ability to work with complexity.
• Ability to work in demanding environment.
• Ability to multitask.
• Strong stakeholder management

Competencies

Areas of Responsibility

Process Training & Certification:

• Conducts training for the team to ensure right skilling; Support other business tasks such as call handling when required.

Course Development and Maintenance:

• The Team Coach will plan the development and updating of existing or new courses and get the sign off from all stakeholders. S/he will provide support for learning content development and improve course material based on feedback.

Talent Management:

Motivates, rewards, and creates a coaching culture with team members to help them reach their full potential; Ensures regular communication with the team, keeping them informed of progress against daily, weekly, and monthly targets; manages and records all Pes schedules.

Data Management:

• Consolidates assessment results, analyses, and monitors performance, communicates to stakeholders, and provides mentoring. Updates the relevant systems to ensure smooth operation and data management.

Operations Planning:

• Fulfil individual targets to maximize contribution to team performance and meet client requirements. Monitors and analyses daily, weekly, monthly reports reacting to trends where appropriate; participates/ supports in the daily huddles, provides training/ inputs on processes/ business to the team to ensure delivery predictability.

Customer Interaction:

• Responsible for the delivery of excellent customer service, taking appropriate steps to ensure client satisfaction; Point of contact for all client/ advisor escalations within the own team.

Knowledge management:

• Reviews and validates the inputs from Pes and creates case studies/FAQs to capture tacit knowledge; Work alongside other team leaders and team managers to drive center wide initiatives, contributing towards the success of the engagement.

Process Reengineering:

• Participates in the ideation process, produces the documentation, and trains the team on the reengineered process to meet client and internal commitments on a continuous basis.

Quality Management:

• Ensures all relevant internal engagement processes are in line with the client’s values, standard policies, and procedure. This includes quality frameworks.

Others:

• All non-Operational Support roles are required to support Operations at month, quarter, and year end.  The hours of support may vary from time to time. Your ROC Lead or other Operational Manager will advise you in advance of your schedule and any subsequentchanges.  Sufficient training will be provided in advance and on an on-going basis.