Function Delivery Manager

OVERALL PURPOSE:

• Understand the towers operating environment, business strategy, organization structure, and learning and collaboration approach. Manage client relationships, demand/pipeline, issue resolution, learning program design, reporting, and new developments; working to develop the capability development strategy and provide resources to design, implement, and manage related solutions. Focus on one or more strategies, such as the training strategy (e.g. pre-process and process), talent enablement strategy (e.g. nesting, lower-threshold hiring), and alternative learning methods (e.g. social learning), depending on the specific needs for the accounts within the tower. Bring in the latest innovations and best practices from the learning industry and the global Capability Development team to the tower.

RESPONSIBILITIES:

• Annual Planning Process, Demand Management and Performance Consulting
• Proactively understand the towers business drivers, needs, and priorities.
• Develop the Annual Plan to align potential programs to the towers priorities and guidelines.
• Manage the Annual Plan throughout the year. Adjust accordingly based on new priorities and progress against plan.
• Provide the interface between the client and the Capability Development team.
• Work with the client business leaders to understand learning and performance needs and to understand opportunities to improve the results of the business within specific areas through Capability Development.
• Collaborate with the company's organization to structure services that meet the performance needs of the business and drive business value.
• Proactively identify opportunities and innovation to enhance the client's business.

Client Acquisition Process

• Participate in key external client visits and present the Capability Development framework.
• Contribute to the RFP process for new client acquisitions; including participating in orals.
• Program management Responsible for all activities related to the clients talent strategy in collaboration with the client sponsor
• Understand the client's broader Talent Management Strategy, including Talent Acquisition, Talent
• Development, Performance & Progression, and Leadership Development.
• Work with the client to review existing competency models and/or design new ones. Align Cap Dev and learning initiatives/solutions to competency model frameworks to accelerate talent development.
• Work with the client to identify key HR sponsors and other SME resources to partner with on Cap Dev strategy initiatives.
• Proactively build relationships with HR partners across functions to create solutions that mobilize the right talent to meet the business need.
• Leverage Cap Dev roadmaps, competency frameworks, HR operating models, and other relevant tools/processes to create an integrated solution for the client.
• Design and manage the measurement strategies for each component of the Cap Dev solution. Partner with business sponsors and champions to ensure progress against and in alignment with target goals.
• Program management Responsible for all activities related to the clients training strategy in collaboration with the client sponsor
• Analyze and refine the performance requirements and learning priorities identified during the learning needs analysis phase.
• Develop training plans tailored to individual groups and roles within the client's organization.
• Architect the learning solution given the business requirements, client context, and budget limitations, with a focus on innovative and industry leading solutions.

SKILL AND QUALIFICATIONS:

• Must have 8-12 years overall experience in a BPO industry
• Must have at least 5 years of managerial experience
• Must have at least 5 years of experience in Training and Development