Roles & Responsibilities

- Develop and execute the training strategy aligned with business and client objectives.
- Manage end-to-end new hire training, onboarding, nesting, and certification programs.
- Conduct Training Needs Analysis (TNA) to identify skill and performance gaps.
- Design and implement process, product, behavioral, communication, and leadership training programs.
- Drive learning interventions to improve operational metrics such as CSAT, FCR, Quality, Productivity, and AHT.
- Lead, coach, and develop a team of Trainers, Lead Trainers, and Training Managers.
- Monitor training effectiveness and drive continuous improvement through data-driven interventions.
- Manage training governance, compliance requirements, audits, and knowledge management processes.
- Track, analyze, and present training KPIs and business impact metrics to stakeholders.
- Ensure seamless implementation of process updates, change initiatives, and client requirements.
- Drive adoption of digital learning platforms, LMS tools, AI Adoption, and creative learning methodologies.
- Support talent development, succession planning, and frontline leadership development programs.




- Manage stakeholder relationships and represent the Training function in internal and client governance forums.
- Plan and optimize training resources, capacity, and budgets to meet business requirements.
- Knowledge of Six Sigma and process improvement frameworks (Yellow Belt/Green Belt preferred).
- Understanding of training evaluation models such as Kirkpatrick's Four Levels and ROI-based learning measurement methodologies.
- Experience in evaluating training effectiveness through operational, quality, customer, and business performance metrics.
- Should be well versed with the BEST T&D; activities & support internal and external audits

Key Success Measures

- Training Throughput & Certification Rates
- Time to Productivity / Speed to Competency
- Training Effectiveness Scores
- Quality, Productivity, and CSAT Improvements
- Reduction in Early Life Attrition
- Stakeholder & Client Satisfaction
- Trainer Capability and Team Development
- Business Impact and ROI of Learning Interventions

If interested, please share your resume at [email protected]

📌 Training Manager (India)
🏢 TP
📍 India