Organization Manager - BPO

SUMMARY:
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POSITION INFO:

Role name: Organization Manager 

Location: Durban

Working hours: Mon - Fri 8 am - 17 pm

Office based role 

Main Outputs and Responsibilities Detailed Description

Client

• Manage the OD team and proactively drive OD initiatives across levels in the organization with direction from L&D Head
• Actively participate, contribute and influence the management in strategic development initiatives, deliberations and decisions in the areas of accountability and complexity
• Provide professional and expert judgment in relation to Organisation development responsibilities
• Remain informed and aware of relevant trends and innovation in the field of Organisation development, relevant to the organization. Consider how OD can support the strategic development of the organization and amend the HR products and services accordingly
• Introduce and implement various initiatives to improve employee effectiveness
• Establish a more systematic approach to talent development and succession planning practices
• Develop and implement robust competency framework for the organization and lead development process including Development Centres for the talent pool across levels
• Make ethical decisions and resolve problems within confines of delegated authority
• Develop and drive competency-based and holistic feedback mechanisms (360 degree feedback, employee satisfaction surveys etc.)
• Lead OD initiatives in the areas of value cascade, transformation, competency mapping, Team Building and other projects, based on organizational requirements
• Designing & Executing Training Needs Analysis Tools
• Identify coaching and training needs within the training and live environment
• Design and develop learner and facilitator training material and documentation
• Pro-actively get feedback from managers regarding the content of the training material i.e.: their training scores compared to on floor performance
• Create brochures, training materials and develop multimedia visual aids and presentations
• Assess impact of the training investments made within the Company
• Partner with training vendors in order to deliver targeted training development programs
• Provide reporting and analysis on key Organizational training data/metrics
• Equip trainees with the skills needed to maximize every opportunity, with a professional and consistent approach
• Coordinate Training logistics and data management
• Design Conduct behavioral Training programs
• Manage multiple accounts across various industries and geographies both internationally and locally
• Introducing New Training methods like “Accelerated Learning Style” to improve knowledge retention
• Defining measures of identified training parameters.
• Developing Job Knowledge Evaluation Tools like Trainer Assessments and Trainer Delivery Evaluations.
• Liaise with clients to understand various development program objectives and milestones and effectively align to CCI Talent Journey
• Conduct training needs assessments to identify training opportunities for

People

• Work closely with L& D and partners to drive various initiatives which involves coordinating with Client, Operations, Workforce planning, , Human Resources and other stakeholders to effectively implement all trainings.
• Maintain advisory/consultative relationships with people in subject matter/expert areas that provide input to deliver training and development within the organization
• Operate with 1:3 Trainer ratio.
• Creating and implementing Employee development and progression plan.
• Working with Training Vendors and designing customized Training programs as per Training Calendar.
• individuals, teams and functional areas
• Conducting Assessment Centers for Talent Recruitment and selection
• Conducting workshops with Trainers to improve their knowledge and skills.
• Conducting trainer interviews and selection as per departmental requirements.
• Create and maintain Skill matrix for all trainers
• Creating and Implementing quarterly Employee Engagement activities to improve and sustain team ESAT.
• Manages the performance & development plans of the training team including mentoring, coaching & upskilling
• Conduct Monthly performance conversation with all trainers and create their PD plan
• Focus on Trainer development through Training observations and feedback, coaching observations, Conducting Knowledge Tests, One on One conversation, Conducting skill workshops.

Process and Risk

• Implementing the Training Calendar as per Business delivery plan.
• Managing all training calendar/schedule effectively including planning training resources and training room requirements
• Periodical interventions with Operations to understand change in Business Focus and requirements.
• Identifying areas of standardization in Training, Recruitment and On Job Training and developing training procedures to fill identified gaps and streamline processes.
• Defining measures of identified training parameters and
ensuring all training is delivered and completed successfully with a measure of success attached.
• Manages ongoing version control/changes & the quality of all training content and material & keep it updated at all times
• Attend Content reviews, WBR, MBR with clients and Operational stakeholders to identify training requirements and suggest improvements.
• Manage and support any organizational development audits requested from client or stakeholders

Financial Management

• Aligning a Cost-effective Training Calendar to the Business delivery plan.
• Creating and adhering to a Training Budget/P&L.4.

Skills and Competencies

Analytical Skills
Numerical orientation
Performance Management
Coaching skills
Communication Skills
Interpersonal skills
Content Design and Creation
Influencing skills
Detail Orientation
People Management
Planning and Organising
Project Management
Capacity Management