Training Manager

Company Description

You are joining Sutherland, a global business transformation company offering an integrated set of back-office and customer service support services. One of the largest, independent process transformation companies in the world, Sutherland serves marquee clients in major industry verticals. With our head office in Rochester, New York, USA, Sutherland spans 60 location across 19 countries supporting 8 industries, focusing on delivering results that businesses can see, resulting in improved experiences that their customers can feel. As a Trainer, you will deliver and evaluate soft & technical skills training on all aspects of client training.

Job Description

Developing People:

Advanced

• Acknowledges and recognizes people for their talent and can create and reinforce a culture that inspires and drives people to do their best.
• Leads and coaches all types of delivery and facilitation.

• Sets formal development plans for trainers and training classes that cover baseline data, actions needed, timelines, ownership, and targets.
• Creates an ecosystem of best practices within the team and encourages sharing of these best practices.
• Develops training specialists’ training method, class/nesting management, individual and group participant interactions.
• Manages training activity, productivity, & attitude appropriately.

Driving Results

Advanced

• Conducts, interprets & concludes solutions through Gaps and Content Analysis
• Conducts Reaction and Learning Assessments.

• Identifies and defines the difference between present state and desired state, through qualitative/quantitative research methods.
• Uses applicable survey methods to collect complete feedback from learners.
• Uses applicable pre and post training scores – in-class assessments, nesting assessments to determine change in knowledge and/or skills.

Building and Leveraging Relationships

Advanced

• Develops and maintains a strong working relationship with internal/external clients.
• Understands scope versus area of influence and what levers are present to create and continuously strengthen relationships within that sphere.

• Sees emerging opportunities present in the company or industry.
• Is able to partner with appropriate individuals and teams to meet common goals.
• Is the first-level champion and promoter of the company and the client brand.
• Establishes internal and external relationships to promote sharing of best practices and resources.
• Understands scope of support but is not limited to this definition to get the job done.

Effective Communication

Advanced

• Excellent verbal and written English.
• Is effective in formal and informal settings: one on one, small, and large groups.
• Is able to identify the required communication style/manner (phone call, meeting, email, etc.) to deliver specific messages.

• Adapts communication style depending on the audience.

• Actively listens to and incorporates input from others.

Customer Alignment

Advanced

• Understands the value of building and maintaining alignment with internal and external stakeholders.

• Understands the business needs and requirements of the company and of the client.
• Is able to proactively steer the team to align with the overall direction of the client.
• Has a proactive interest in delivering best in class service, beyond client expectations.

Innovation and Creativity

Intermediate

• Creates or provides recommendation on participant materials to support training design, taking into consideration learner profile vis-à-vis program gaps and needs.

• Assesses which creative ideas and suggestions may work; can plan and operationalize the innovative idea.

• Is able to go above and beyond to propose solutions.
• Is open to change and has the ability to challenge the status quo.
• Is a proponent of change and can quickly align themselves and the team to these changes.

Analysis

Advanced

• Conducts, Interprets and Concludes solutions through Needs Analysis.
• Conducts, Interprets and Concludes solution through Learner Analysis.
• Conducts, Interprets and Concludes solution through Context Analysis

• Identifies if there is a difference between present state and desired state, through qualitative/quantitative research methods.
• Defines the difference between current state and desired state through qualitative and quantitative research methods.
• Deconstructs an existing training program through: 

• Enabling and Terminal Objectives
• Methods
• Processes
• Tools and Resources
• Timing
• Dependencies
• Required Inputs
• Range of Outputs

• Identifies knowledge and skills gaps through qualitative and quantitative research methods.

• Identifies all variables impacting performance of an employee through qualitative and quantitative research methods.

Design

Intermediate

• Identifies overall learning objectives and outcomes to guide the design process.
• Understands how to build in a mix of learning activities/delivery methodologies to achieve learning objectives within a training design, able to understand basic adult learning theory.
• Demonstrates simulation design knowledge across soft skills and technical skills.

• Kicks off design/re-design projects as an outcome of analysis work conducted to address performance gaps.
• Direction and subject matter expertise on training design efforts.

Development

Intermediate

• Directs, guides, and supervises the collection and creation of all materials, contents, guides, resources, and environments necessary to support a training design.
• Produces world-class decks and reports summarizing the L&D function for internal and external reviews.

• Provide development guidance (through interpretation of design) to training content, material, and guide developers.
• Provides development guidance (through interpretation of design) to training environment developers.

Delivery

Advanced

• Leads/coaches all types of delivery/ facilitation.
• Ability to deliver exceptional client and internal presentations, reviews and QBRs.

• Drives platinum levels of training delivery for all program sites, manages certification programs that achieve the same.

Assessment

Advanced

• Conducts Reaction and Learning Assessments.

• Uses applicable survey methods to collect complete feedback from learners.

• Uses applicable pre and post training scores – in-class assessments, nesting assessments to determine change in knowledge and/or skills.
• Uses applicable measures to plot and assess nesting and post nesting results.

Qualifications

1. A bachelor’s degree in any field with Masters/MBA is preferred.
2. Preferred experience in the Travel domain.
3. Demonstrated ability to use MS Office applications: Excel, Power Point, Word, and Outlook
4. Excellent written and oral communication skills.
5. Excellent ability to build networks within and across functions through proactive communication.
6. Ability to maintain a high degree of confidentiality and professionalism is critical.
7. Strong work ethic, integrity, flexibility, diversity, customer service orientation, leadership/coaching skills and team building abilities are essential.

Additional Information

All your information will be kept confidential according to EEO guidelines.