Designation: Manager II, Training

Profile: Global Training Manager

Location: Gurgaon

Years of Experience: 8+ years

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Role and Key responsibilities:

- Initial Concentrix Training-

- Own the global Concentrix onboarding framework, ensuring a consistent introduction to the company, culture, policies, and operational environment across all locations.

- Define and govern the Customer Experience training framework, covering core customer service principles (empathy, trust, judgement, reassurance), communication skills, and customer interaction standards.

- Develop and maintain cultural adaptation programs to help advisors understand the market they support, including customer behaviours, local habits, lifestyle expectations, language nuances, administrative practices, and retail-specific customer journeys.

- Training Governance-

- Partner with training stakeholders to support the development of a consistent and scalable training approach across all countries.

- Review training journeys, agendas, certification milestones, learning checkpoints, and assessment frameworks to ensure alignment with operational requirements and customer expectations.

- Monitor training effectiveness through assessments, certification results, knowledge checks, and readiness indicators, identifying risks and improvement opportunities.

- Coordinate with local training teams to ensure training materials remain accurate and up to date, escalating content gaps or inconsistencies to the appropriate stakeholders.

- Oversee training readiness for new launches and ramp-ups, ensuring all required training resources, environments, and dependencies are identified and addressed proactively.

- Continuous Learning & Capability Development-

- Own the continuous learning strategy across the partnership, ensuring employees continue to develop customer experience, communication, and service excellence capabilities throughout their journey.

- Partner with Quality and Operations teams to design and deploy targeted development initiatives for individuals, teams, or specific business areas.

- While Process Change is leaded by the Global Quality Manager, the Global Training Manager defines the learning approach for operational process changes, ensuring the most effective deployment method is selected based on business impact, urgency, and audience requirements.

- Recruitment Framework & Hiring Excellence-





- Define and continuously improve the recruitment framework for coworkers across the partnership.

- Establish hiring profiles, assessment methodologies, interview stages, evaluation criteria, and selection standards aligned with operational success factors.

- Analyse performance, training, and quality data to identify characteristics of high-performing employees and translate findings into recruitment recommendations.

- Partner with Operations, Quality, Training, and Recruitment stakeholders to continuously refine hiring practices and improve candidate quality.

- Leadership Onboarding & Manager Readiness-

- Own the onboarding framework for managers joining the partnership, whether internally promoted or externally hired.

- Develop standardized learning journeys covering process governance, operating model, performance frameworks, customer expectations, reporting structures, and key operational methodologies.

- Ensure new leaders rapidly gain the knowledge and context required to successfully operate within the process environment.

- Brand Immersion & Employee Engagement-

- Promote initiatives that strengthen employee understanding of process culture, values, products, customer promise, and retail environment.

- Develop innovative approaches to keep employees connected to the process brand through learning experiences, communication channels, workplace branding, digital content, and engagement initiatives.

- Partner with process stakeholders to ensure employees remain informed of key brand developments, business updates, and cultural priorities.

- Governance-

- Participate in internal operational meetings to discuss performance, share updates, and collaborate on operational matters.

- Participate in client governance meetings, contributing to discussions on performance, strategy, and partnership governance.

- Present Training results to Client stakeholders: Prepare and deliver clear, accurate reports and presentations about training outcomes to clients, ensuring transparency and understanding.

- People-

- Support hiring and onboarding of staff: Involved in recruiting new staff for training roles and ensures their onboarding process is thorough, enabling them to become effective quickly.

- Ensure Certification of Training Staff:



Guarantee that all personnel working in training have completed necessary certification programmes and are fully qualified for their roles.

- The Objectives:

- Implement a consistent way of working throughout all the locations, supported by WOW OS and the framework defined on process account.

- Deliver strong Training KPIs results to help achieving 90% Client Value Attainment (CVA).

- Develop a constructive collaboration with clients to help achieving 9/10 Client Satisfaction (CSAT)

Desired Skills:

- Ability to lead, manage, and inspire multicultural teams, recognising cultural nuances and fostering continuous improvement.

- Build strong, trusted client relationships and secures engagement through expert advice and transparent communication.

- Experience managing multisite operations, consistently delivering meaningful results.

- Make informed decisions, balance risk and prospect to achieve optimal outcomes for clients and the organisation.

- Analyse data, identify trends and root causes, and recommend corrective actions, especially in Training.

- Effectively prioritises competing demands, manages time efficiently, and maintains day-to-day Training operations under pressure.

- Create compelling stories and visual using data analytics, Excel, and PowerPoint.

- Act swiftly to address partnership needs, embodying the principles of visibility, velocity, and value.

- Understand and apply change and project management fundamentals, drawing on expertise when required.

- Proactive, entrepreneurial approach, seeking win-win solutions while maintaining internal goals.

- Able to influence and negotiate for mutually beneficial outcomes.

- Display high resilience, adapting to challenges and maintaining performance under pressure.

- Lead by example, promote the organisation’s culture and values.

- Develop and operate playbooks and multi-site RACI matrices for clarity in roles and responsibilities.

- Demonstrate strong leadership behaviours, support teams and drive accountability.

- Additional Requirements: This role will be supporting international accounts and as such a need for flexibility in working hours and (potential) international travel is required.

Educational Qualification: Graduate

Disclaimer:- 'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.'

📌 Global Training Manager (India)
🏢 Concentrix
📍 India