Lead Associate - Process Training

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.

The purpose of a Operations Trainer role is to deliver product and technical training to their assigned operational business unit. They will form part of a professional learning and development team and are a vital component in ensuring agents and operational teams are equipped with all the necessary tools and skills to achieve ongoing optimum deliverables and this will result in:• Increased employee engagement• Enhanced personal performance• Improved productivity• Enhanced customer experience• Increased employee retentionKey responsibilities:Conduct new starter training as well as refresher, up-skilling and cross skill training including knowledge checks and assessments and ensuring support is provided daily.Managing a group of trainees on a day to day basis including the administration of the group, follow through and reporting as required.Supporting in nesting and BAU and conducting and reporting on training needs analysis.Training Delivery: Conduct new starter training as well as refresher, up-skilling and cross skilling training;Assessment: Assessments must be completed for all training events; Remedial support must be provided to all delegates prior to re-assessment;Administration: Capture learner records in line with Ucademy requirements: Complete Annual Training Reports; Complete delegate attendance registers; Update operational skills matrix.Knowledge, skills and attributes required:• High proficiency in delivering impact training and facilitation;• Strong planning, organizing and time management skills;• High proficiency in verbal & written English;• Strong communication and interpersonal skills;• High attention to detail and accuracy;• Exceptional administrative skills;• The ability to work within a team;• Self-motivated;• Self-manageable;• Strong customer service orientation;• Proactive.

• 1+ years’ experience in Utilities will be an advantage;• 6 months+ experience in Facilitation & Learning & Development;• Specified Utilities campaign experience advantageous; • Training, coaching and mentoring experience;• Computer literacy at intermediate level (MS Office