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Job ID / Title:
Site Director, Consultant Learning Services
Job Category:
Talent Engagement & Development
Work Location:
Executive Blvd

Job Description

Sutherland is seeking a reliable and organized person to join us as a Training Director. The Training Director partners with the business & functional owners to establish and execute strategic training methodologies that drive business performance. The role is responsible for the training and development operations for all programs & client in the site. We are a group of energetic and driven individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

Training Directors in this role get to:


·         Manage training resources to meet Sutherland and Client KPI targets

·         Hire-train-develop a team of Training Managers and Training Specialists

·         Ensure supervision and trainee development in classroom and nesting, effective execution of New Hire Training, Nesting, and 0-30 day processes

·         Ensure compliance to all CLS mandated tools, templates, formats, and reporting guidelines

·         Maintain budgetary compliance, HC and ratios, and own the VTF program in the site

·         Plan, project, manage, and ensure execution of training delivery (New Hire + Ongoing) for clients

·         Ensure ramp plan is in place, updated and executed. Trainer and Training Room assignments are locked for each class. Observe classes, Nesting & Bottom Quartile Management delivery and lead coaching sessions for the group

·         Ensure effective Training Delivery takes place and Trainers are observed, given feedback, and coached on facilitation and classroom management effectiveness

·         Assess, maintain, and ensure Training Curriculum is updated based on client needs and Program performance

·         Ensure that trainees are empowered to provide feedback on training experience and employee welfare through Daily Training Pulse, Training Reaction Quotient, FGD, and open communication with Trainer, Training Manager, and Site Leaders

·         Ensure the tracking & assessment of the key performance indicators, including 30-60-90 days performance post nesting for each wave

·         Ensure training curriculum is updated with latest call flow, call drivers, and call samples. Assess and ensures activities, exercises, and modifications are aligned with the Account needs and updates

·         Ensure new hire consultants are getting right level of coaching, support, and development during and post Nesting (30-60-90 days tenure).

·         Monitor retention per class per client and execute initiatives that will positively impact learner experience and welfare

·         Forecast attrition in Training and Nesting and execute appropriate retention strategies

·         Conduct FGDs for Learners and address issues and help items raised

·         Utilize feedback from Daily Training Pulse and Training Reaction Quotient to continuously improve Training Environment and Learner Experience.

·         Ensure updated knowledge of the two key programs at the operating center with self at all times.

·         Participate in weekly/bi-weekly performance calls with Enterprise Managers, SD & client as required

·         Facilitate or participate on Needs Analysis driven by performance improvement and/or potential growth

·         Ensure strategic action plans based on needs analysis are executed by Training Team and other business units

·         Coach & develop Training Managers and Trainers in their core competencies

·         Conduct performance reviews for Training Managers covering help items, New Hire Performance, Training Throughput, Trainer Observation, Training Reaction Quotient, Productivity, Action Plans and Initiatives

·         Establish development plans for Training Managers and ensure it’s in place for Trainers

·         Ensure client related billable/non-billable reports and every other reporting requirements are collated, audited and sent out all through Analyst/Coordinator

·         Maintain updated hiring & resource planners (TRPD) for all the operating center/site

·         Ensure consistency & compliance to all CLS mandated tools, & reporting guidelines (e.g. TRPD, CLS Tracker, Trainer Productivity, etc) – (via Training Specialists/Managers & Coordinator)

·         Create weekly CLS site report (4 Blocker)

·         Manage Site Training Budget; people (VTF & Trainers utilization), facilities and equipment. Drive hiring and sourcing

·         Establish and execute CLS strategies to address site or program challenges

·         Proactively engage and manage the operating-center service delivery relationship

·         Proactively seek to improve Training Delivery for the site via content, context & curriculum analysis. Uses other acceptable ISD/Improvement Methodologies as applicable

·         Demonstrate business acumen to analyze and design solutions that address performance challenges

·         Assess if need of new technology or methodology is needed to enhance performance and support for new hires

·         Maintain and understand the pulse of the Program/Site

·         Articulate drivers and root causes enabling design of initiatives, working with Site Leadership and other business units

·         Formulate initiatives to improve retention, satisfaction and engagement

·         Forecast CLS talent needs and develop human capital management solutions answering both current and future needs

·         Partner with stakeholders to support revenue growth and demands for the operating center

·         Represent CLS in all relevant strategic and tactical forums; internal & external for the operating center

·         Partner with Service Delivery and Quality to determine needs and gaps within the operating site

·         Conduct & lead detailed gaps & needs analysis and post-training assessment initiatives for the program

·         Lead special projects or new business developments that require specialized training attention

·         Analyze and correlate Daily Training Pulse and Training Reaction Quotient results with Echo Survey, Attrition Trend, and New Hire Performance to enable formulation of initiatives to address employee retention and performance issues

·         Lead/ participate in CLS Geo-wide projects targeting process improvements, innovations, department governance





Our most successful candidates will have:


§  A College Degree (Masters/MBA is a plus)

§  A minimum of 7 years process transformation services experience with at least 4-5 years of managing, training and development of a business unit

§  A demonstrated ability to use MS Office applications: Excel, Power Point, Word, and Outlook

§  Excellent written and oral communication skills

§  Excellent ability to build networks within and across functions through proactive communication

§  Ability to maintain a high degree of confidentiality and professionalism

§  A strong work ethic, integrity, flexibility, diversity, customer service orientation, leadership/coaching skills and team building abilities are essential


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