British CouncilHiring for Sr. Process Trainer at Noida, Uttar Pradesh Full Time

Location: Noida, South Asia, IN

Company: British Council

The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language.

We work in two ways – directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK.

These connections lead to an understanding of each other’s strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained. We work on the ground in more than 100 countries. In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.

Job Title: Sr. Process Trainer

Purpose of job:
The role is responsible for managing the process training strand for IELTS Online business which includes designing process training content/material and developing training execution plan, training quality assessment plan for new processes. And also deliver the process training to the new recruits. This will also include working closely with Operations and different support functions to evaluate the training needs of existing staff and conduct refreshers/training sessions to improve the overall effectiveness and efficiency of the resources/process. Additionally, evaluating trainers’ performance and providing necessary coaching for development.

Main opportunities/challenges for this role:
Process with 24*7 operations in Noida (NCR).

Process is responsible for the delivery of English Language Proficiency Exam.

Ensure Compliance

The overall process size is approximately 100+ resources.

Delivery of Services in three shifts.

The role is responsible to train the staff on product and policies related to IELTS exam.

This is a secured process where access to personal belongings and mobile phones or any other electronic devices is not allowed.

The placement for this role is based on the clearance of Background checks.

Accountabilities, responsibilities and main duties:
The role is responsible for managing the process training strand for IELTS Online business which includes designing process training content/material and developing training execution plan, training quality assessment plan for new processes. And also deliver the process training to the new recruits. This will also include working closely with Operations and different support functions to evaluate the training needs of existing staff and conduct refreshers/training sessions to improve the overall effectiveness and efficiency of the resources/process. Additionally, evaluating trainers’ performance and providing necessary coaching for development.

Designing of the training modules & Framework

Work with Program teams to understand the policy and processes to deliver the services and design process training content/material and develop training execution plan.

Develop training quality assessment plan to ensure the trained resources are handed over to operations.

Ensure all learning materials are ready for use and are easy to access and is updated every time there is a change in process.

Training Delivery & Developing staff

Deliver process training to new and existing staff for effective delivery of services.

Identifying and forecasting the training needs through quality inputs, customer and stakeholders’ feedback.

Timely updating of training curriculum and ensure approvals from all the key stakeholders.

Engage staff through various on-floor learning initiatives.

Reporting the training process on timely and regular basis.

Predict the trainees’ attrition through early warning system and notify the management accordingly.

Monitoring and Evaluation and Learning

Ensuring delivery of trainings as per schedule and follow up with participants post training to ensure training effectiveness.

Monitoring performance of the trainers and sharing feedback and coaching individuals on their areas of improvement

Ensuring adherence to the training quality assessment plan.

Regularly conduct refresher sessions and gauge the effectiveness of resources.

Monitoring and reviewing the progress of training batches/trainees.

Develop the training dashboard and report to all the stakeholders on the agreed frequency

Information Security and other mandatory compliances:
Read, understand and comply with the information security policies.

Raise incident / blow whistle when observe any noncompliance to information security or IELTS compliance related policies.

Ensure compliances to Organisational policies like code of conduct, IT policy etc.

Skills and Knowledge

Minimum / essential

Excellent in English Communication Skills.

Experience of delivering improvement projects in training, related to NPS and CSAT

Knowledge/ experience and understanding of Training MIS

IELTS Certified at advance level or some industry expected certification at advanced level

Knowledge of customer service principles and practices (E Mails & chat related)

Excellent MS office skills (Word, Excel, Power point etc.)

Proactive approach with focus on problem analysis & resolution

Managing People: Level 2, Supervises a small team

Managing Projects: Level 2, Analyse project data

Communicating and influencing: Level 3, Is creative and adaptable in communications

Planning & Organising: Level 2, Plans ahead

Analysing Data and Problems: level 2, Uses Data

Using Technology: Level 2, Operates as an advanced use

Managing Risk: Level 2, supports a risk management culture

Desirable

Demonstrable experience of reacting positively to change

Experience in a KPO industry in a secured environment

Experience

Relevant experience as a Process trainer preferably in a call centre/ backend operation/BPO environment.

Qualifications

Minimum / essential

Graduate in any discipline or equivalent

Desirable

Distinction in English (Graduation)

Excel certification

IELTS Band Score =>7

Further Information

Pay Band – 6

Contract Type – FTC till 31 March 23

Location – Noida- India

Department/Country- IS /BCMS India

Requirements – Must have current right to work in India

Closing Date – Wednesday 29 September (23:59 IST)

A connected and trusted UK in a more connected and trusted world.

Equality Statement

The British Council is committed to a policy of equality and to valuing diversity and is keen to reflect the diversity of the societies in which we work at every level within the organisation. We welcome applications from all sections of the community. We aim to abide by and promote equality legislation by following both the letter and the spirit of it to avoid unjustified discrimination, recognising discrimination as a barrier to equality of opportunity, inclusion and human rights. All staff worldwide are required to ensure their behaviour is consistent with our policies.

The British Council has Disability Confident Employer Status. We offer a guaranteed interview scheme for disabled applicants who meet the essential criteria for the role. Applicants are encouraged to highlight any specific requirements or adjustments needed to enable participation in the recruitment process.

The British Council is committed to safeguarding children, young people and adults who we work with.

We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989.

Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.

If you have any problems with your application please email askhr@britishcouncil.org

Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ‘ASK HR’ email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.