Assistant Manager/ Deputy Manager Soft Skills Training

Role Purpose

Location : Dombivli

The Assistant Manager/ Deputy Manager leads behavioural capability initiatives across multiple business units, ensuring training interventions directly improve customer experience, quality, and operational performance. This role manages trainers, drives governance, and supports strategic capability development. The role partners with Operations, Quality, and Training teams to identify skill gaps and implement targeted learning solutions.

Key Responsibilities

Learning Strategy
Develop annual behavioural capability roadmap.
Build role-based competency frameworks.
Design behavioural certification pathways.

Team Management
Lead a team of Soft Skills Trainers.
Conduct Trainer Effectiveness Reviews.
Mentor trainers through Train-the-Trainer initiatives.
Build succession pipeline.

Program Management

Lead enterprise-level initiatives including:
Communication Excellence
Customer Experience
Leadership Essentials
Executive Presence
Coaching Conversations
Consultative Selling
Conflict Resolution
Emotional Intelligence
Customer De-escalation





Performance Consulting
Analyze QA trends.
Identify recurring behavioural issues.
Recommend learning interventions based on business data.

Governance
Review Training Effectiveness monthly.
Conduct Calibration Sessions.
Ensure SOP adherence.
Drive Learning Governance.

Stakeholder Management

Partner with:
Operations
Quality
HR
Recruitment
Clients
L&D; Leadership

Reporting

Prepare leadership dashboards covering:
Behavioral Trends
Learning ROI
Capability Index
Certification Performance
Business Impact

KPIs
QA Improvement
NPS/CSAT Improvement
Certification Success
Trainer Productivity
Learning ROI
Stakeholder Satisfaction
Attrition Reduction
Capability Development Index

Experience
7–10 years overall
4+ years in Behavioral/Soft Skills Training
2+ years in people management

Skills
Leadership Development
Instructional Design
Coaching Frameworks
Data Analysis
Stakeholder Management
Project Management
Business Acumen

📌 Assistant Manager/deputy Manager Soft Skill Training Dombivli
🏢 Digitide Solutions
📍 Dombivli