Job Description

Manager Training (Process Training)

Department: Training & Development

- Position Summary

The Manager - Training is responsible for leading the end-to-end training function for Communications operations, ensuring effective onboarding, continuous learning, performance enhancement, and capability development across the assigned Line of Business (LOB). The role requires strategic oversight of new hire training, floor training, trainer development, governance, stakeholder management, and training effectiveness initiatives while driving operational excellence and business outcomes.

- Key Responsibilities:

Training Strategy & Delivery

- Design, implement, and continuously improve training programs aligned with business objectives and client requirements.
- Lead end-to-end New Hire Training (NHT) across all assigned programs.
- Drive floor training interventions based on Training Needs Identification (TNI) and performance trends.
- Ensure successful execution of all processes, product, behavioral, and refresher training initiatives.
- Manage training calendars, resource allocation, and training readiness for current launches and ramp-ups.

Learning Effectiveness & Performance Management

- Monitor and enhance post-training effectiveness through data-driven interventions.
- Develop measurement frameworks to assess knowledge retention, learner performance, and business impact.
- Drive continuous improvement through training audits, observations, coaching, and feedback mechanisms.
- Review training performance metrics and implement corrective action plans where required.

Knowledge Management & Governance

- Own the Knowledge Management ecosystem, including Process Knowledge Tests (PKTs), assessments,certifications, and knowledge validation mechanisms.
- Ensure timely updates of training content, process documentation, and knowledge repositories.
- Drive creation, maintenance, and governance of Training SOPs, operating frameworks, and compliance requirements.
- Maintain training documentation in accordance with organizational and client standards.





Team Leadership & Capability Building

- Lead, mentor, and develop a team of trainers and training leaders.
- Conduct regular coaching sessions, performance reviews, and capability development programs.
- Foster a culture of continuous learning, quality, and innovation within the training function.
- Support succession planning and talent development initiatives within the training team.

Stakeholder & Client Management

- Act as the primary training representative in internal and client-facing forums.
- Collaborate with Operations, Quality, Workforce Management, and Client stakeholders to align training priorities.
- Present training performance, insights, and recommendations through governance reviews and business meetings.
- Manage and respond to ad-hoc training requirements and business-critical deliverables.

Reporting & Analytics

- Develop and publish training dashboards, scorecards, and performance reports.
- Analyze training trends and provide actionable recommendations to leadership.
- Ensure timely and accurate communication of training metrics to internal and external stakeholders.

Continuous Improvement & Organizational Initiatives

- Drive Six Sigma, Lean, and process improvement initiatives focused on capability enhancement, operational efficiency, and cost optimization.
- Lead or participate in projects aimed at improving learning effectiveness and business performance.
- Promote active participation in employee engagement, CSR, and organizational development activities.

Qualifications :Educational Requirements

- Graduate in any discipline.
- Certification in Learning & Development, Instructional Design, Training Management, or related fields preferred.

Experience Requirements





- Minimum 6 years of relevant training experience.
- At least 3 years of experience leading training teams within BPO, Contact Center, Telecommunications, or Customer Service environments.
- Proven experience managing Recent Hire Training, Floor Training, and Training Operations.
- Experience supporting large-scale hiring ramps and business transitions.
- Prior exposure to content development and curriculum design is preferred.

Required Competencies:

Technical & Functional Skills

- Strong understanding of adult learning principles and training methodologies.
- Expertise in training effectiveness measurement and learning analytics.
- Knowledge of telecommunications and home networking concepts preferred.
- Proficiency in MS Office Suite and reporting/dashboarding tools.

Leadership & Behavioral Competencies

- Excellent communication, presentation, and facilitation skills.
- Strong stakeholder management and client engagement capabilities.
- Exceptional coaching, mentoring, and people management skills.
- Strong analytical and problem-solving abilities.
- High level of ownership, accountability, and execution excellence.
- Ability to manage multiple priorities in a rapid-paced workplace.

Preferred Certifications

- Train-the-Trainer (TTT)Certification.
- Master Trainer Certification.
- Six Sigma Green Belt or equivalent process improvement certification (preferred).
- Learning & Development or Instructional Design certifications (preferred).

Success Measures

- New Hire Training Graduation & Certification Scores
- Post-Training Performance Improvement
- Knowledge Assessment Outcomes
- Training Throughput & Productivity Metrics
- Stakeholder Satisfaction Scores
- Content Governance & Compliance Adherence
- Team Capability Development & Engagement
- Continuous Improvement Project Outcomes

INTERESTED CANDIDATES PLEASE SHARE YOUR UPDATED RESUME ON (phone hidden) WHATSAPP NO ONLY.

INTERNATIONAL BPO INDUSTRY EXPERIENCE IS A MANDATE

BACK OFFICE OR DOMESTIC EXPERIENCE PLEASE DO NOT APPLY

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