Training Coordinator

•Very good knowledge of English
•Good team working skills
•Ability to communicate training points e.g. change impacts to different audiences e.g. technical, client SMEs and Operations
•Analytical skills and problem solving skills
•Good level of prioritization skills
•Strong communication and interpersonal skills
•HR Operational experience
•Good understanding and experience of HR Operations
•Ideally demonstrable working knowledge of HR policies, practices and procedures
•Understanding of Service Management
•Strong understanding of the company’s & client’s business objectives and organizational structure
•Knowledge of relevant legislation, keeping up to date with future changes
•Knowledge of HR processes
•Ideally experience of Integrated HR Systems (including ERP’s)
•Understanding of work queue management & contact centre tools/applications
•Understanding of Shared Service delivery concept
•Experience of working in multi-country environments
•Experience of issue management and escalation process

Operational:
•Establish a structure to maintain training/ reference material that will effectively support Operations
•Manage/co-ordinate the maintenance of consistency of materials in line with global HR processes and application standards
•In conjunction with the Operations Control Room identify and maintain a list of Subject Matter Experts who are authorities in their area e.g. Process, Application, Service Management
•Develop and maintain the global agent / team lead new joiner curriculum
•Co-ordinate updates to training material and curriculums via release strategy
•Develop and manage the approach for onboarding of new agents and team leads into RDCs and LDCs
•Ensure involvement and alignment with the established Bangalore RDC training team
•Provide guidance / expertise on the training approach for country support teams - including the co-ordination of training to ensure that the training plan meets the training go-live criteria so that agents/ team leads can effectively do their job
•Provide training co-ordination support for European new country go-lives
•Review and ensure correct update of OSI pages (including audit of local pages)
•Change control assessments input where changes to processes or technology impact the training/ reference material. This includes assessing work estimates, impact on Operations and the subsequent updates to documentation, if the change is approved
•Co-ordinate the development and maintenance of training/ reference material
•Provides input into the Change Control impact assessment regarding the impact of the change on the training/reference material
•Any other duties as required

Supervision:
•May supervise junior specialists and administrators and would delegate work appropriately
•Responsible for co-ordinating the activities of virtual teams involved / impacted by the training material
•Responsible for career development of any team members (training, supervision, evaluation, promotion recommendations)

Accenture is a global management consulting, technology services and outsourcing company. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the world’s most successful companies, Accenture collaborates with clients to help them become high-performance businesses and governments. With more than 175,000 people in 49 countries, the company generated net revenues of US$19.70 billion for the fiscal year ended August 31, 2007. Its home page is www.accenture.com.

Join Accenture for a career that keeps you motivated and moving forward. Work on vital assignments for top class clients and help them achieve high performance. Push yourself, while developing your skills and confidence. Work with the best people worldwide to solve problems and do what hasn't been done before.
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