Associate Manager- New Hire Training
- Sutherland
- 4 - 9 years
- Mumbai
- 9 months ago
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Job Description
Job Title: Associate Manager New Hire Training
Location: Mumbai
Company Description:
Sutherland is seeking an attentive and goal-oriented person to join us as an Associate Manager - New Hire Training. We are a group of driven and hard-working 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!
Job Description:
New Hire Training:
- Conduct comprehensive onboarding programs for new employees, ensuring they understand operational processes, tools, and best practices.
- Provide hands-on training and shadowing sessions tailored to PRA, CRA, Interline Proration, and Fare Audit processes or a combination of any of these
Ongoing Training for Existing Agents:
- Identify skill gaps through assessments and feedback and create targeted upskilling programs.
- Deliver refresher courses, process updates, and compliance training regularly.
Training Content Development:
- Design and update training manuals, job aids, e-learning modules, and other supporting materials.
- Collaborate with subject matter experts to ensure content accuracy and relevance.
Performance Evaluation & Support:
- Assess trainees performance through tests, role plays, and practical evaluations.
- Provide coaching, feedback, and support to agents post-training to ensure on-the-job effectiveness.
Reporting & Continuous Improvement:
- Maintain detailed training logs, performance reports, and improvement plans.
- Stay updated with industry standards and changes in airline accounting practices to continually enhance training effectiveness.
Qualifications:
Should have trained people on programs like PRA CRA, Interline proration, Fare audit or Fare distribution programs
Has been working on airline processes for 3+ years. Understands GDS and BSP ARC reporting tools.
At least 1 year of work experience as a trainer -
Excellent working knowledge on Microsoft Office applications (Excel, Powerpoint, Word and Outlook) -
Strong English verbal and written communication skills
Strategic in developing solutions and process improvements
Willingness and ability to work in shift and open to travel to train people
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Voice / BlendedRole: Voice / Blended - OtherEmployement Type: FreshersContact Details:
Company: SutherlandLocation(s): Mumbai
Keyskills: Process Training CRA Passenger Revenue Accounting fare audit PRA Training Need Analysis Training Analysis TNA TNI Product Training Training OJT Training Management Training Delivery
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