Jitender Jhamb

• Develop and implement training strategies aligned with the company's goals and objectives.
• Oversee the creation and updating of training materials, including manuals, presentations, and e-learning content.
• Lead and manage the training team, including trainers, instructional designers, and support staff.
• Analyze training results and feedback to continuously improve the training curriculum and delivery methods.
• Monitor expenditures and optimize the use of resources to achieve cost-effective training solutions.
• Work closely with other departments, such as HR, Operations, and Quality Assurance, to align training programs with overall business strategies and needs.
• Leverage technology and innovative training methods, such as virtual reality, gamification, and AI-driven learning tools, to enhance the training experience.
• Develop initiatives to increase employee engagement and retention through training and career development opportunities.

• Responsible for managing all Training Related activities for the Site, servicing 3 International Clients (UK & US) with a total headcount of 350
• Organized and edited training manuals, multimedia visual aids, and other educational materials.
• Conducted orientation sessions and organized on-the-job training for new hires.
• Alternated training methods to diversify instruction, strengthen learning opportunities, and enhance program success.
• Analyzed effectiveness of training programs at all levels and recommended updates.
• Developed departmental systems and procedures to better align workflow processes.

· Managing Trainer’s Performance

· Manage daily training activities to ensure smooth function

· Scorecards creation and monthly feedback sessions with Team Leaders Training and Trainers

· Assisting business in hiring the right potential for a few critical LOB’s

· Actively participating in Internal & External WBRs and MBRs

· Lead and coach the associates and Team Leads on Team Management

· Review: Training need analysis, action plans

· Identifying & assessing future and current training needs

· Monitor and evaluate training effectiveness and success periodically

· Resolve any specific problems and tailor training programs as necessary

· Develop, implement, and monitor training programs within the organization.

· Supervise technical training for staff.

· Running Leadership, Soft Skills and Customer Service Training sessions

· Creating roadmaps

· Creating Induction Program for each LOB

· Working closely with the Leadership team to create Process Flowcharts

· Helping in designing of the training curriculum and rolling out training calendar for each month/quarter

· Create testing and evaluation processes

· Conduct performance evaluations

· Provide performance feedback

· Managing Trainer’s Performance

• Deliver New Hire Technical/Non-technical skills and Care training for a team of approximately 10 – 20 CCA’s/CCP’s/SME’s
• Complete daily training administrative work such as tracking of student data, timekeeping, and other administrative tasks as required in a timely and accurate manner
• Lead and maintain employee satisfaction and morale by using reward / recognition tools available.
• Manage On Job Training performance for CCA’s including Customer and Shareholder metrics
• Identifying gaps in knowledge and handling effectiveness
• Maintain current product knowledge for each account by taking calls, attending team meetings, side by side observations, and quality or transaction monitoring
• Responsible for day-to-day functional supervision of learners within the program training classroom environment, including attendance and student progress monitoring for the duration of training, providing coaching and developmental feedback and readiness recommendations
• Provide Learning support and solutions to the business for tenured training needs basis TNA
• Track customer satisfaction scores for the batches by providing a detailed product gap analysis through robust reporting mechanisms
• Provide regular coaching for CCA/CCPs, including monitoring/analyzing performance and building action plans

• Responsible for driving Customer Satisfaction scores through SME’s by reviewing performance, identifying gaps & implementing solutions to improve the site/process scores on Voice of the Customer surveys.
• Initiate process improvements by identifying service delivery gaps, offer solutions and successfully implement ideas to enhance the customer experience.
• Deliver New Hire technical skills and Relationship Care training for a team of approximately 10 – 20 CCA’s/CCP’s/SME’s and Trainers
• Responsible for day to day functioning / administrative work including production floor management
• Effectively implement the Performance Management Process to help employees maximize performance.
• Conduct Training Needs Analysis for New Hire and Tenured Learning
• Liaison with departments such as HR / IPO / Payroll / Transport to ensure a streamlined new hire experience
• Partner with Design Team and other Learning Specialists across the Globe for needs such as – curriculum re-design, calibrations, new reporting frameworks, Train The Trainers to name a few

· Manage escalated cases and Ensure Quality Referrals on time

· Coaching and feedback on a daily basis

· Quality Monitors

· Maintaining learner files; Creation of team rosters and leave plans

· Classroom training

· Conducting team huddles

· Sharing best practices for the achievement of targets, creation of various job-aids & assessments to enhance the process training understanding

· Creation of action plans for the team