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Training and Development at BPOLAND

Group 3 Kavita Patil PGP09193 Neha Sheenam PGP09211 Krishnakant Maheshwari PGP09197 Risha Agarwal PGP09224 Mansi Agarwal PGP09201 Moica Syal PGP09203 Hrangbung Darthang PGP09189

1

COMPANY BACKGROUND Initially started as a wholly owned offshore BPO for a large and diversified US based multinational organization

Established in 1990s

97% of employees belong to the operations team

26,000 Employees Globally

In order to service its diverse skills needs, the L&D group had established the BPOLAND University

Key capabilities include QMS(Quality Management System), Market Based Organizational Learning and Market orientation in order to make a transition from its captive to 3rd party mindset

Corporate office at Gurgaon

24 Process Centers Worldwide

2

Insurance and content solution services •Insurance and content solution service lines accounted for bulk of its revenue and employment •Insurance service line provided business processes outsourcing for insurance products, such as life, medical, home and content, industrial, and commercial risks insurances

Learning and Development •More than 1.5 million people hours invested every year (~5% of payroll) •Training had Education at work programmes, Executive development, Communication skills etc •Training leaders representing every service group assisted the central L&D team 3

Organizational Structure

•Five level employee hierarchy •Level five is the entry level band •97% employees are either band 4 and 5 •Employees could move within and between various service groups

Work Structure Flow

•Understand existing process of client •Identification of solution •Work transition set up and knowledge transfer •Pilot operations and service delivery •Solution transition phase

4

Services Offered Core Operation s& Collectio ms

IT Service s

Sales & Marketin g

Financ ial Servic es

Finance & Accounti ng

Program Managemen t

Enterpris e Applicati on Services

Supply chain & After Market Services

5

IMPORTANT PERSONALITIES Sandeep Mirchandani Sandeep Mirchandani known as Sandy in his office was the Vice president of learning and development program at BPOLAND His main task is to integrate and exploits the deep pockets of experience and learning of his and operational teams To do this he felt a new set of capabilities in core management, people management and business development To improve Insurance and Content Solution services he focused on learning and development activities for employees for industrial and commercial risk insurance Sandeep started work on program like developing specialist skills, professional judgement and training for employees To improve learning and training activity he also made a plan for training activity and how different organization factors effect decision making

6

IMPORTANT PERSONALITIES Shiva kumar • He worked for four years in BPOLAND • He was the head and vice president of the insurance group at BPOLAND • He had 15 trainers in his work group • His main responsibility was to develop the voice and non-voice back office accounts delivery

Shantanu Kumar • Shantanu Kumar was with the BPOLAND for eight years • Shantanu Kumar was the vice Associate Vice president of Learning & Development and Process Head-Insurance of BPOLAND • He mainly focused on various training processes like Education@Work programmes, executive training, communication skills, process training, SStraining, domain training etc.

7

Twinkle Singh •

He worked for Six years with the company



He was the Vice president of quality and SS BBs from insurance and content solution group

• •

Pushpa Sharma

He mainly worked for process excellence His domain of work was Lean, SS and other quality framework

• • • •

Monty Sabharwal •

He worked for four years with BPOLAND



He mainly worked for process improvement and head of Black Belt training for the BPOLAND



His work of domain was Six Sigma and L&D

Pushpa Sharma worked for 5 years with the BPOLAND She was the Associate Vice president of the BPOLAND’S content solution She mainly worked for creative design and development Her work of domain was E-training and distance learning for the employees

8

CHALLENGES IN TRAINING WORKPLACE CHANGES

EMPLOYEE TURNOVER

• Excessively lengthy writing procedures used in Captive environment were required to be changed in Third-party environment • Other issues related to nature and extent of training

• Due to issues like 15-20% Night Shifts per month, stagnant career progression, nature of work, opportunities in growing market and peer pressure for band 4 and band 5 employees

TEMPORAL AND GEOGRAPHICAL SERVICE DIMENSIONS • High frequency of training due to high employee turnover and process changes requested by the clients • Highly diverse training for Indians due to increased process lifecycle and cultural, language and accent requirement as per nationalities of the clients

9

RECOMMENDATIONS Reduction in frequency of training Charging higher fees from clients if the changes made in the training program crosses a certain threshold

This step will lead to decrease in employee turnover

Recruitment of highly skilled labours

Introduction of more hierarchy levels

Strategies should be made to increase band 5 CTCs for getting new and highly skilled recruits from good educational institutes

More levels of hierarchy should be introduced in the organization

This step will lead to reduction in training program costs

This change will lead to higher frequency of promotions for the band 4 & 5 employees that will in turn result in higher satisfaction level in employees

10

Thank You! 11

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