Are you ready to plant roots and cultivate with SYKES Egypt?
We are looking for an experienced Training & Quality Manager to devise our organizational training strategy, oversee its implementation and assess its outcomes.
Leading the Training & Quality functions, so that SYKES Egypt can achieve its business goals and growth. As a Training & Quality Manager you will be responsible for providing an effective, efficient and proactive Training and Quality function to the Cairo Site business units.
The Training & Quality Manager responsibilities include enhancing employee's and trainees skills, performance, productivity and quality of work across all Cairo Site business units.
KEY RESPONSIBILITIES
- Responsible for leading the Training & Quality functions, achieve department responsibilities and objectives
- Build realistic plans for Training & Quality and tracks delivery alongside plans
- Establishing strong relationships with the Client’s focal point, Stakeholders & the our Management Team
- Team Performance management
- Design, develop and deliver proactive training for all business units
- Lead the Training and Quality Team to meet strategic objectives
- Business units’ data quality analysis and setting recover plans with Stakeholders
- Develop an annual training plan for all relevant staff
- Facilitate the ad-hoc training needs identified for SYKES staff in conjunction with relevant line managers
- Ensure that all necessary training equipment and facilities are available when required
- Identify and assess future and current training needs
- Draw an overall or individualized training plan that addresses needs and expectations
- Deploy a wide variety of training methods
- Monitor and evaluate training program’s effectiveness, success and report on them
- Provide opportunities for ongoing development
- Resolve any specific problems and tailor training programs as necessary
- Maintain a keen understanding of training trends, developments, and best practices
Training
- Identify, assess future and current training needs through job analysis, career paths, annual performance appraisals and consultation with Line Managers
- Draw an overall or individualized training and development plan that addresses needs and expectations
- Deploy a wide variety of training methods
- Monitor and evaluate training program’s effectiveness, success and Return on Investment (ROI) periodically and report on them
- Manage training budget
- Provide opportunities for ongoing development
- Resolve any specific problems and tailor training programs as necessary
- Nesting and nurturing
- Post nesting quality results
- Maintain a keen understanding of training trends, developments and best practices
Quality
- Ensure the site implements and maintains relevant quality principles and standards
- Plan, develop, and execute Internal Audits across the Site
- Highlights any site level or service affecting non-compliances and supports the Operational Team in resolving them
- Document corrective actions and conduct follow up audits to ensure compliance
- Assist in the planning, development and delivery of any projects identified by the Site Director, which are deemed conducive to heightening the quality of the organization
- Provide technical specialized input to CSC Operational functions and Clients, where required
CORE COMPETENCIES
Manage Execution
- This person will be responsible for development and implementation of the Site Training and Quality strategy and plan execution
- Conveys clear expectations for assignments
- Juggles many priorities and competing demands for one's time
- Delegates assignments to the lowest appropriate level
- Monitors progress of others and redirects efforts when goals/standards change or are not met
- Holds people accountable for achieving their goals
Show Drive and Initiative
- Sets high standards of performance for self and team
- Puts in extra effort and work to accomplish critical or difficult tasks
- Up for the challenge and deals with unexpected obstacles
- Tackles tough challenges or problems quickly and directly
Make Sound Decisions
- Focuses on important information without getting bogged down in unnecessary detail
- Probes and looks past symptoms to determine the underlying causes of problems and issues
- Brings to bear the appropriate knowledge, information, and expertise in making decisions
- Makes decisions in the face of uncertainty
Establish Relationships
- Relates to others in an accepting and respectful manner regardless of their organizational level, personality, or background
- Maintains positive relationships even under difficult or heated circumstances
- Leaves others feeling better after interacting with them
- Expresses own viewpoints tactfully to avoid creating unnecessary conflict
Meet Stakeholder Needs
- Tracks performance against Clients/Stakeholders requirements, using existing tools, ensuring that needs are met
- Understands and anticipates Clients/stakeholders requirements, expectations, needs and priorities
- Creates systems and processes that make it easy for Clients/Stakeholders to do business with the department
- Seeks feedback from Clients/Stakeholders to identify improvement opportunities
- Ensures that Clients’/Stakeholders issues are resolved and provides periodic updates
Develop Others
- Makes accurate evaluations of people's capabilities and fit
- Provides accurate helpful feedback to others on their performance
- Adjusts the type of direction and support they provide an individual based on the individual’s ability and willingness on the task
- Helps others identify and prioritize their development objectives
- Encourages sharing of expertise and a free flow of learning across the organization
EXPERIENCE, KNOWLEDGE AND SKILLS REQUIRED
- 3 years management experience, managing a Training/Quality Team
- A great multitasker and able to track record of deliverables against goals
- An organized individual and able to prioritize for both themselves and their departments
- Must be analytical and makes sound decisions
- Experience of working in a multi-line of business environment
- Excellent communication skills in English and Arabic, both verbal and written and at all levels of the business
- Excellent Training & Quality Analysis
- Professional Presentation skills and able to present to Senior Management Team and Clients
- Flexible to perform other projects, additional duties and responsibilities as assigned by management
- Advanced command in MS Office and business-related PC programs
SECURITY COMPLIANCE
Employees are required to maintain compliance with SYKES safety, security, and privacy programs. Responsible for being an active participant in the SYKES safety, security and privacy programs to protect SYKES' business operations, facilities, and physical and intellectual property and to ensure a safe and secure working environment for all SYKES' employees.
ETHICS COMPLIANCE
SYKES is firmly committed to conducting business in compliance with the letter and spirit of the law and other accepted standards of business conduct as reflected in the company's policies. Employees are encouraged to observe the highest standards of professionalism at all times and are expected to adhere to SYKES policies on ethics and integrity.