JOB TITLE: Manager (Vertical) Learning DEPARTMENT: Learning

LOCATION:
Mumbai/Pune REPORTS TO: Senior Manager – Learning JOB PURPOSE: The purpose of this job role is to have end to end accountability to enhance overall business vertical performance through undertaking and managing projects and reviewing training methodology and delivery. Is accountable for team development and performance to meet vertical requirements efficiently. By doing this, assisting Operations meet customer expectations and meet business objectives effectively right from the NHT phase of the employee. PRINCIPAL ACCOUNTABILITIES: I. To manage, execute and enhance overall Business Vertical performance thus contributing to business performance improvement: Stakeholder Management Attending all stakeholder and business meets (vertical MBRs/ QBRs) to be current with the vertical/ skill set business areas and targets/ KPIs and competencies Providing business inputs in terms of suggestions and thoughts, seek opportunities for creative problem solving to improve business efficiency for the vertical/ skill set Encouraging processes and patterns/ strategies in Operations that will add value to vertical performance and achieve profitability Review and sign-off of initiatives required for skill set performance (TNA & diagnostics stage) Reviewing and analyzing information gathered from TNA and information/ data from Quality to keep track of the skill set performance and identify areas of concern and improvements Sharing assessments and analysis with the vertical lead/ stakeholder and project owner/ manager in the MBRs/ regular Ops Heads meetings to obtain further inputs and analysis on how to enhance skill set performance and provide suggestions on the same Review Content Designing & Developing Copyright © 2024, Tech Mahindra Business Process Services. All rights reserved. Classification: Company Internal 2 Liaising with the vertical lead/ Skill set owner (TOMs/ Team Leader) in Operations to gather relevant information and obtain inputs for enhancing customer experience and improve employee performance towards the skill set specific KPIs/ competencies Providing suggestions to modify irrelevant KPIs/ competencies in accordance with customer experience from vertical perspective Designing interventions, content framework and providing ideas and suggestions for the delivery content for these skills set specific interventions in liaison with the Content Design & Development team to add value to content delivery Reviewing content and making suggestions for improving content by providing feedback to the content design/ creation team Amending training modules to suit specific vertical requirements and effective transfer of learning Providing timely reviews and sign-offs on training content and projects Planning Projects Planning, implementing and deploying skill set/ vertical specific projects undertaken to enhance skill set performance; managing and supervising these projects end to end Ensuring project deliverables are agreed with the vertical lead/ skill set owner in Operations Monitoring, controlling and evaluating project deliverables and MOS constantly by gathering information on Project MOS from the MI & Business Intelligence teams Evaluating and analyzing feedback from the vertical/ skill set owners on their skill set business performance during and after training delivery through SMART action plans and discussions in MBRs/ QBRs Undertaking and contributing to special projects as per business requirement to meet client/ customer expectations and achieve business goals contact centre wide Creating positive impact on Service Levels with better throughput and efficiency through efficient management of projects undertaken and interventions Execution of interventions & Tracking Measures Providing solutions for Knowledge, Skills and Attitude refresher trainings for advisors to ensure advisor performance on the floor does not regress Reviewing and providing suggestions for creating a training roadmap to plan execution of the interventions designed and track performance of target audience through milestones set for performance benchmark in the vertical/ skill set Reviewing and signing-off the training roadmap and content for various vertical specific interventions and refreshers timely Reviewing, in conjunction with Assistant Manager (Vertical),



trainer competency for vertical/ skill set through assessments and feedback scores to ensure trainer is effective and efficient in delivering the content Reviewing and evaluating data obtained from MI & Business Intelligence teams regarding advisor performance and overall skill set/ vertical performance and to communicate areas of concern and improvement/ development to the respective vertical head timely II. To manage, drive and enhance employee experience and performance by: Classification: Company Internal 3 Copyright © 2024, Tech Mahindra Business Process Services. All rights reserved. Review NHT & OJT Performance (Methodology & Delivery) Managing Throughput during NHT by reviewing trainee progress in NHT and discussing the same with the Manager in charge Providing inputs and suggestions to Recruitment to improvise hiring to ensure high throughput with positive quality of new hires Reviewing NHT content and improvising on training modules to ensure relevance with changes in skill set/ vertical performance matrices/ KPIs & competencies to make OJT effective Reviewing OJT performance and supporting initiatives with Ops and quality for new hire performance post OJT through timely sign-offs on plans Handling attrition and absenteeism through identifying the attrition drivers during NHT through OJT transition and capture the same through thorough analysis and highlight to the AM and Business HR in time Making decisions relating to trainee TDO (training drop out) and realignment as per requirement of the vertical head in Operations Team Development & Engagement Identifying and supporting development of High Potential trainer / sr. trainer/ executive/ sr. executive for next role in consultation with reporting manager by monitoring the competency performance and through team progression planning for DRs and subsequent DRs Best practice sharing and sharing business updates with peers and team Creating and implementing TTT plans to develop team members (DRs and trainers/ senior trainers / executive/ sr. executive – vertical) to deliver various vertical specific projects and interventions with effective facilitation skills and thorough business knowledge Conducting and participating in Role awareness programs to ensure DRs are up to date with current vertical core business areas and anticipate potential development and performance improvement requirements Participating in the recruitment stage of making the right hire decisions for the team and role competencies required to ensure a high-performing team Supporting floor support activities and interventions including OJT Support, Refresher and Remedial trainings as required and ensuring programme effectiveness from Training and Business perspectives III. To influence in driving the expected client Behaviours and Brand: Through consistent display of the behaviours in everyday tasks/ liaisons and interactions with the team members/ DRs/ trainees and stakeholders and in turn setting model example Positively influence individuals, negotiate, mediate and resolve conflicts and clearly communicate the project objectives and expectations in turn ensuring that commitments are met and delivered on time Encouraging open and honest conversations and interactions with team/ trainees and stakeholders Classification: Company Internal 4 Copyright © 2024, Tech Mahindra Business Process Services. All rights reserved. KNOWLEDGE, SKILLS & COMPETENCIES REQUIRED Learning as a function A Manager for Learning is expected to be current with respective products and processes, especially those specific to his vertical / skillset To have cross skill knowledge to be able to conceptualize and initiate interventions and projects to enhance cross-skill training as per business requirement To coach,



refresh and answer skill set specific performance concerns raised by vertical lead/ skill set owner to be able to address and clarify business vertical’s specific concerns by having a process overview of the business vertical Knowledge about business performance management and be able to apply to vertical/ skill set performance Analytical Thinking & Decision Making Knowledge and experience of Project Management and diagnostics to help in creating projects to enhance skill set performance and employee experience in NHT and OJT through conducting Training Needs Analysis Understand basic statistical concepts & tools (Excel) and use them to interpret reports and enhance trainee and team performance Knowledge and experience of conducting gap analysis and training needs analysis to be able to identify and meet skill set specific performance needs and requirements from NHT to OJT and be able to provide solutions and suggestions for needs and problems to stakeholders on performance Ability to initiate and take decisions facilitating corrective HR interventions like issuing of File Notes, PIP, DAP 1 & 2 Training/ Facilitation Skills Ability to facilitate trainings/ interventions as part of vertical specific projects to enhance overall business vertical performance as well as conduct training for improvement of team Presentation skills to be able to present data and project plan and reports effectively to business/ key stakeholders Desktop applications including MS Excel, Word, PowerPoint, Outlook Excellent written and oral communication skills Content development Knowledge about various interventions done from an employee experience and performance enhancing perspective and how they can be implemented to improve employee/ trainee experience and skill set performance Knowledge of content and framework designing based on TNA and data obtained from MI/ Business Intelligence/ vertical leads/ skill sets to improve and enhance skill set performance Planning & Organizing Ability to plan and execute and manage projects end to end with desired outcomes and deliver as per commitments Copyright © 2024, Tech Mahindra Business Process Services. All rights reserved. Classification: Company Internal 5 Ability to assign project tasks and responsibilities to team and ensure completion and review them Customer Focus Customer focus and orientation is a key competency required for this role. A Manager is expected to: Consistently place a high value on customers (internal –team members/ DRs and external Business Vertical leads & UK customers) and all issues and factors that relate to customer experience/ stakeholder expectations and needs Ensure delivery of all promises and commitments made to the customers/ stakeholders timely and renegotiate with mutual agreement of new timelines Maintain high confidentiality with sensitive information and data and display integrity People Management Coaching & Feedback Ability to provide feedback in a constructive, firm and outcome focused manner to the skill set owners on performance related concerns. Ability to coach Trainer/ sr. Trainers / executive/ sr. executive on enhancing their performance and advisors/ trainees while in NHT training and through their transition to OJT Conduct Need-based skips with trainers/ senior trainers/ executive/ sr. executive Leadership Skills & team management Lead, guide and develop team members through progression planning & career game plans Assign projects and responsibilities to Direct Reportees and monitor and review performance Ability to handle team members with varying leadership styles to suit each team member’s (skill will) development needs Should possess good listening skills to be able to handle conflicts and manifest resolutions effectively Influencing & Negotiating Skills Ability to have discussions with stakeholders (vertical leads/ skill set owners/ OJT Mentors/ Line HR SPOC) and team members on discussing realistic timeliness for project delivery and implementation of various interventions by getting an appropriate buy-in Demonstrating competent, consistent communication skills with managers, peers and stakeholders to communicate suggestions to improvise and solutions Client Relationship Management Copyright © 2024, Tech Mahindra Business Process Services. All rights reserved. Classification: Company Internal 6 EDUCATION & EXPERIENCE REQUIRED: Education As per the prescribed Tech Mahindra policies Experience Minimum of 5 years’ experience required in Training & Development or Learning & Development or related field Experience in training more than one skill set type (cross skill training experience) Project Management experience Copyright © 2024, Tech Mahindra Business Process Services. All rights reserved. Classification: Com

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📍 Goregaon