E1 to E2

Or

P5 to P6

- Last two PMS rating 3 and above
- Overall, 10 years’ experience
- No Warning Letter issued in the past 6 months
- Mandatory E-learning courses certified wherever applicable

Responsibilities

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

Learning Transformation

Drive initiatives in

- Digital Learning
- Microlearning
- Learning Analytics
- Blended Learning
- Certification Frameworks

Business Partnership

Partner with

- Senior Operations Leaders
- Client Leadership
- HR Business Partners
- Quality Management
- Workforce Management
- Talent Management





Translate business priorities into measurable learning interventions.

Operational Excellence

Own

- Learning Governance
- Vendor Management
- Annual Training Calendar
- Capability Reviews
- Compliance
- Audit Readiness

Analytics & ROI

Establish dashboards covering

- Learning ROI
- Behavioural Scorecard
- Productivity Impact
- CSAT Improvement
- NPS Improvement
- QA Performance
- Customer Experience Metrics
- Employee Capability Index

Innovation

- 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

KPIs

- Learning ROI
- Customer Experience Improvement
- QA & Compliance Scores
- NPS/CSAT
- Employee Readiness
- Client Satisfaction
- Learning Adoption
- Team Engagement

Experience

- 10–15 years overall
- 6–8 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

Qualifications

Graduation

📌 Manager Training (Hyderabad)
🏢 Digitide Solutions
📍 Hyderabad