AGM - Training Customer Operations

Role

Training Projects and Innovation Lead

Function / Department

Customer Service – Corporate Training

Location

Mumbai

Job Purpose

The role is responsible for conceptualizing, designing, implementing and driving usage new Training technologies. The role will be required to project manage and execute all traingin innovation practices. This role will also be responsible for learning system(s) enhancement to impact operational metrics, customer experience and ROI. The role is responsible for promoting and utilizing the company’s knowledge assets

Key Result Areas/Accountabilities

 Operational Excellence

• Create and Review Demands/BRS, FRS, UAT scenarios for testing and implementation of new features and procure sign off from respective POCs in order to provide/enhance/introduce best user experience to end user
• To ensure high quality output, perform thorough UAT checks on various builds, clearly forecasting & highlighting the gaps for seamless roll out
• End to end project management, ensuring project timelines are met and with activities like Scope creation, Wireframe and design creation followed by on time approvals, GANT chart creation & adherence, Stakeholder collaboration and escalation, where required
• Be constantly updated about the latest innovations and features of the best-in-class KMSs available in the market
• Communication to the business teams about usage of new features, also collecting feedback post implementation
• Participate in the evaluation, selection, testing and implementation of KMS hardware and software tools, technologies and services that enhance the learning experience
  
  
  

• Liaise with technology provider and internal teams, to develop relevant and business friendly functionalities and govern their output, to ensure smooth functioning
  
  
  

• At least 8-10 years’ experience in managing projects, technology domain, managing large enterprise applications/tools/ MIS
• At least 3-4 years’ experience in managing or building a KMS platforms
• Possess a strong familiarity with current trends in educational technology and professional development best practices
• Partner/Vendor management skills
• Strong communication and influencing skills
• Must have strong planning, organizational skills, problem-solving and analytical skills
• Should be able to wot work with large data sets and interpret with strong Visual BI
• Basic knowledge of database connectivity(SQL/MS Access)
  
  
  

• Graduate from any discipline
• Experience in hands on database management
• Software development certification, such as .NET, Java, HTML would be preferable