Knowledge, Service and Improvement Management

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- **_Are you the one we are looking for?_**
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- **_In this role, you will be responsible for handling the business training for an HMS business. You will coordinate the Knowledge Management and operational training function with a proactive and problem-solving approach, utilising good logical reasoning ability and interpersonal skills that keep you connected at all times._**
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**_Interaction_**
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- **_Works with Operations leads and customers to design, implement and drive Value Generating [VG] Training and Knowledge Transfer Programs._**
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- **_Responsibilities_**
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- **_In this role, you'll manage the following activities:_**
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- **_New Hires/Operations Training_**

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- **_Handle every aspect of the training of New Hires and the ongoing development of operations teams._**

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- **_Perform/ensure feedback & mentorship of new hires._**

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- **_Ensure 100% adherence to new hire learning paths._**

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- **_Ensure that SOPs and operations training documents are maintained, updated and accessible and conform to quality standards._**

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- **_Ensure 100% adherence to SOPs/Update trackers for all new and stable processes._**

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- **_Create and deliver 30-60-90-120 Days L&D Roadmaps based on training needs identification & grant Licenses To Operate._**

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- **_Manage deployment of Global L&D Standardised Practices for the scoped population/site._**

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- **_Ensure 100% coverage for periodic process knowledge training, refreshers and conduct assessments using various modes of testing._**

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- **_Build daily/weekly dashboards on new hire training progress and provide regular and ad-hoc reporting._**

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- **_Conduct error root cause analysis, training needs identification, planning, refreshers and knowledge assessments._**

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- **_Ensure any knowledge or skill gaps are addressed through creating learning forums that deliver relevant training._**

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- **_Build action plans for people missing SLAs during training and post training completion._**

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- **_Communicate daily with process trainers, SMEs to effectively drive knowledge management and people development practice._**

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- **_Be a consultant to the business and advise operational improvement ideas._**

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- **_Provide records and information for Training audits and implement solutions for audit findings._**

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- **_Lead the Quality metric for the process and be accountable for the team of Quality auditors and be responsible for the Quality audit frameworks for the business._**

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- **_Knowledge Transfer_**

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- **_Facilitate the implementation of the Genpact knowledge transfer methodology to ensure readiness of the resources to perform the processes (pre-KT and KT) as per agreed targets._**

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- **_Build Pre-KT & KT Plans and ensure daily adherence and effectiveness of training._**

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- **_Co-ordinate infrastructure and logistics for training through the Knowledge Transfer process._**

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- **_Ensure that Knowledge Transfer assessments take place regularly during Pre KT and KT, with support of the Customer, Trainer and Operations/Transition Manager._**

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- **_Maintain a close relationship with the customer during KT and collect feedback on training progress and action whenever required as per the specific demands._**

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- **_Offer support both to the team and process trainers whenever requested during the Pre-KT and KT phases._**

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- **_Compile risk assessment and mitigation plans related to training, in all transition phases, to ensure a smooth knowledge transfer._**

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- **_Qualifications we seek in you_**
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- **_University degree in any discipline (or equivalent)_**

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- **_Essential skills:_**
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- **_Prior experience in training/knowledge transfer (advantage)._**

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- **_Effective analytical and problem-solving skills with a customer centric approach - should be able to foresee issues and suggest solutions, with impactful data._**

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- **_Excellent interpersonal skills._**

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- **_Effective presentation skills._**

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- **_Excellent verbal and written communication skills._**

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- **_Strong MS Word, Excel and PowerPoint skills._**

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- **_Passionate, committed to learn and make learning impact felt in the business._**

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- **_Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service._**

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- **_Focus on Customer satisfaction._**

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- **_Self-motivated, independent and curious._**

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Job_**_Assistant Manager_

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Primary Location_**_South Africa-Isando_

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Schedule_**_Full-time_

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Education Level_**_Bachelor's / Graduation / Equivalent_