• Manage and deliver Company training and development activities in accordance with organizational requirements including product knowledge training.• Contribute to the strategic direction and development of training within the Company.• Manage the planning, design and implementation / delivery of all Learning and Development requirements.• Calibrate the quality team on the evaluation sheet, review & audit call evaluations to maintain 100% compliance• Partner with Operations & BPI teams to streamline major tasks in the UK Payroll space.• Lead a team simultaneously for Project P11D• Upskill, Lead and manage Trainers, monitoring their performance and growth.• Partner with the Automation Team to develop and build controls accessible to the clients’ needs to ensure seamless client experience • Manage a strong professional relationship with team members, PCMs , Key Stakeholders and Compliance and Legal to establish a compliant operating rhythm for the Clients and the Associates.• Represented the portfolio in various Leadership forums and support and conduct hiring initiatives whenever required

• Support EMEA & UK Payroll Teams • Support the team with Customer Service skills training and floor support/projects • Conduct & manage language training skills with NHT batches for Payroll processes• Develop content to suit meet Operations requirements• Resource planning for NHT batches• Manage NHT assessments & modules• Send reports & NHT handovers to Ops• Ensuring timely call calibrations are conducted to understand prevailing concerns that can be curbed in training.• Conduct health check with NHT batches to understand performance and employee satisfaction• Manage & review Daily reports of self & the team• Coach & mentor new and/or existing Trainers as required to improve performance & delivery skills

• Set Up accounts for the New Acquired clients• Ensure the Client is taken care of during implementation without any issues or delays• Verify documents and invoices attached• Prepare analysis of accounts and producing daily and monthly reports for the team.• Mentoring new agents to achieve individual & team targets• Manage OJT batches and conducted refresher trainings for the team.• Upskilled as Resource Co-Ordinator, Quality Control Specialist, Right Fax Access , Automation & Acquisition projects

Responsibilities:• Mentoring new agents to achieve individual & team targets • Manage OJT batches• Drive sales strategies to achieve daily, monthly & quarterly targets.• Send Weekly, monthly reports of self & team to the Ops Management.

Job Description• Ensuring customer satisfaction • Effectively solving the customer’s query as a first point of contact• Maintaining & meeting the parameters like AHT, FCR, NPS etc.

Handling co-ordination with the people responsible for producing advertisements. Maximize positive coverage in the mass media Build Media relations Build Meadia image in a positive, consistent and credible manner.