Job Description

Training & Development Responsibilities

  • Facilitate new hire, BAU workflow trainings, communication & soft skills trainings by utilizing the content, presentations, and visual aids.
  • Plan classroom trainings, e-learnings, and other computer-aided instructional technologies, simulators, conferences, and workshops.
  • Manage the training program in accordance with business needs, regulatory requirements, and Quality Management System.
  • Evaluate trainees throughout training by administering assessments and activities, followed by feedback.
  • Check logistical requirements (classroom booking, training material, etc.) before beginning a program to ensure smooth implementation.
  • Participate in client calls regarding updates on new products and development.

    • Training Need Identification

  • Conduct training needs evaluation and knowledge enablement activities for new joiners and BAU operators.
  • Assess learning needs via PKTs, TNIs & bottom quartile performance analysis.
  • Proactively identify opportunities and plan training interventions in collaboration with Ops & internal leads.
  • Monitor calls and perform quality checks to validate QA findings for retraining purposes.
  • Conduct shadow sessions and provide floor support to identify process gaps or improvement opportunities.

    • Content Design

  • Create/customize high-quality modules and session plans based on business and floor requirements.
  • Develop SOPs, knowledge bytes, micro-learning modules, manuals, and visual aids.
  • Recommend modifications or additions to content as per business dynamics, including quarterly audits.

    • Policy Responsibilities

  • Create policy documents for new launches, maintain and audit existing documents.
  • Handle policy-related queries from Clients/Operations.
  • Provide resolutions and insights for issues/escalations.
  • Identify gaps in existing policies/tools and recommend solutions.
  • Share policy/workflow updates and check understanding via PKTs or dip-checks.

    • Other Training Responsibilities

  • Maintain data and reporting (updates, assessments, scorecards, feedback, etc.).
  • Hold regular meetings with Operations, stakeholders, and Clients.
  • Conduct interviews and evaluate technical/communication skills.
  • Maintain advisor documents handed over to Operations during movement to Mentoring/OJT.
  • Adapt flexibly to changing business needs and perform assigned tasks.

    • Qualifications & Job Expectations

  • Work from office, 5 days a week.
  • Open to rotational shifts (Mon–Sat).
  • Bachelor’s degree in any stream.
  • Minimum 2+ years of training experience in Maps or related technology fields; experience with Google environment preferred.
  • Experience working with global teams, with strong cross-geo communication skills.
  • Strong knowledge of training concepts and methodologies.
  • Excellent presentation, communication, and interpersonal skills.
  • Strong people-handling skills, ability to identify trainee behavior/issues.
  • Ability to front-end and manage tasks independently.
  • Self-motivated, problem-solver, confident, and logical.

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