Assistant Manager Process and Soft Skills Training
Role Purpose
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
- 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:
- 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
- 710 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
Job Description
Manager Soft Skills Training
Role Purpose
The Manager Soft Skills Training is responsible for defining the behavioural capability strategy across the organization, ensuring learning interventions drive measurable improvements in customer experience, employee capability, operational performance, and business outcomes. The role leads the soft skills function, manages large training teams, and partners with senior business leaders to build a high-performance learning culture.
Key Responsibilities
Strategy & Capability Building
- Develop enterprise-wide behavioural learning strategy.
- Create long-term capability roadmap.
- Establish competency architecture across levels.
- Build learning frameworks aligned to business goals.
Leadership
Lead multiple teams responsible for:
- Soft Skills Training
- Communication Training
- Behavioural Coaching
- Leadership Development
- Trainer Capability
- Benchmark industry best practices.
- Build future-ready learning ecosystem.
- Champion continuous improvement.
People Leadership
- Lead a team of Deputy Managers, Assistant Managers, and Trainers.
- Succession Planning
- Talent Development
- Performance Management
- Career Development
- 1015 years overall
- 68 years in Learning & Development
- 4+ years managing training teams in BPO/BPM, Customer Experience, Banking, Telecom, Retail, or Shared Services
Skills
- Strategic Learning & Development
- Organizational Capability Building
- Leadership Development
- Executive Stakeholder Management
- Change Management
- Learning Analytics
- AI-enabled Learning Solutions
- Budget & Vendor Management
- Project & Program Management
- Executive Presentation Skills
Preferred Certifications (Applicable Across All Levels)
- Train the Trainer (TTT)
- Instructional Design Certification
- Kirkpatrick Evaluation Model
- DISC, MBTI, Insights Discovery (preferred)
- Coaching Certifications (ICF or equivalent)
- Lean Six Sigma Green Belt (preferred)