Job Description

Company Description

WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.Why join us?We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

1. Lead, train, evaluate new hires in the system


2. Plan and manage internal reinforcement and refresher trainings and feedback sessions on monthly basis


3. Work collaboratively and conduct TNA/TNI with the Quality and Operations team to identify training needs


4. Interact with client on weekly basis


5. Manage content on the Learning Management System and create training SOPs


6. Identify process gaps and fix them through process changes, refresher trainings, etc.


7. Optimize training processes for efficiency and analyze training effectiveness


8. Plan and implement training programs that will prepare employees for the next level in the domain


9. Implement training KPIs, prepare and present reports on the same


10. Storyboard and prepare learning materials for programs


11. Coach and provide feedback to trainees on their performance in class and on shop floor


12. Create new training content and update existing content to support new hires and existing staff on the floor 13. Class records to be maintained and reports/dashboards to be published to leadership on regular basis


14. Research new training methods and implement them

Qualifications

1. Sound knowledge of travel domain - Reservation and Ticketing, Customer Relations; someone who has full exposure to the airline and travel agency world


3. Classroom training experience with coaching and feedback of more than 6 years in reservation and ticketing


4. Should have used new age training methodologies to train batches and be aware of various training approaches


5. Should have new hire training experience with adequate coaching and feedback opportunities


6. Ability to conduct TNA/TNI and draw up relevant training plan and training content


7. Good people management and organizational skills


8. Good knowledge of MS Office - PowerPoint, Excel and Word9. Excellent communication skills


10. Should be able to work on multiple projects at the same time and plan and prioritize tasks


11. Should be able to work in shifts if required by the Operating teams or Clients


12. Should have completed graduation or a similar degree