Sr. Manager Learning & Development (L&D;)

We are seeking an experienced and dynamic Senior Manager L&D; to lead our behavioral training and leadership development charter across CX operations. This is a high-impact, org-wide role reporting directly to the VP, CX Solutions, Transformation & Excellence, responsible for building the behavioral capability and leadership pipeline of our frontline, Team Leader, and Manager population across all channels and business accounts.

The ideal candidate is a seasoned L&D; professional with a strong track record in behavioral training and building leadership pipelines through Supervisor and Manager development Programs, and is comfortable operating in a fast-paced, multi-site CX environment.

Key Responsibilities

Behavioral & Skill-based Training

- Design and deliver behavioral training programs covering communication, ownership, empathy, conflict resolution, and customer-centricity for frontline CX teams across voice, chat, and email channels.
- Build and maintain a behavioral competency framework aligned to business requirements.
- Partner with cross-functional teams to identify behavioral and skill gaps and translate them into targeted learning pathways.

Supervisor Development

- Design and own the Supervisor (TL/Trainer/QTL) Development Program, covering coaching, performance management, conflict resolution, and people-management skills for high-potential frontline staff transitioning into Supervisory roles.
- Build enrollment, program and certification frameworks to identify, train and groom internal Supervisor-ready talent pipelines.
- Partner with cross-functional teams to align Supervisor development content with span-of-control expectations and account-specific KPIs.

Manager Development





- Design and own the Manager Development Program for Supervisors transitioning into Manager roles, covering business acumen, stakeholder management, decision-making, and strategic thinking.
- Facilitate leadership workshops, action-learning projects, and mentoring/shadowing tracks with senior leadership.
- Partner with HR Team to feed succession-planning inputs for critical Manager-level roles.

Program Design & Delivery

- Build training calendars, content banks, and delivery schedules for behavioral and leadership programs across multi-site operating architecture.
- Leverage blended learning formats (ILT, role-plays, simulations, case studies, action-learning) to maximize retention and on-the-job application.
- Continuously refresh content based on industry best practices, competency frameworks, and business feedback.

Stakeholder & Business Partnership

- Partner with cross-functional teams and functional leadership to align behavioral and leadership programs with business priorities and goals.
- Track and report training effectiveness, including completion rate, graduation rate, program success measures such as post-training performance impact, and promotion-readiness metrics.

People & Team Management

- Serve in a hybrid individual-contributor and people-management role,



mentoring L&D; Trainers to deliver audience-specific programs aligned with capability needs, while personally facilitating managerial and certification programs that require seasoned delivery expertise.
- Build a culture of coaching, feedback, and continuous capability-building within the organization.

Ideal Candidate Profile Must-Have:

- 4-6 years of progressive experience in Learning & Development (Not functional-domain training) in a CX environment, with a solid track record in behavioral training and leadership development (Supervisor/Manager pipelines).
- Demonstrated experience designing and delivering Supervisor and Manager development programs, including coaching and mentoring frameworks.
- Strong facilitation skills across skills-based and development programs for large, diverse audiences.
- Experience building competency frameworks and assessment/certification processes for internal promotions.
- Strong stakeholder management skills, with experience partnering with cross-functional teams.
- Excellent communication, presentation, and interpersonal skills.
- Flexibility to work and travel across multi-site operations.

Preferred:

- Certification in behavioral training methodologies (CPLP, DISC, MBTI, Situational Leadership, NLP) or coaching certifications (ASTD-ATD, ICF, or equivalent).
- Exposure to building leadership pipelines or assessment centers for CX operations.

Position details:

- Location: Gurgaon / Mohali | Full-time, On-site
- Working Days: 5 Days a Week | 10 Hours Shift (flexibility to travel & work across sites)
- Reporting To: VP & Head CX Solutions, Transformation & Excellence

Interested candidates can share the updated resumes/CVs to- [email protected]

📌 Sr. Manager Learning & Development (Gurugram)
🏢 AIonOS
📍 Gurugram