Job Description

: Key Responsibilities

1. Strategic (30%)

Speed to Competence (15%): Drive a 20% improvement in learning curve reduction for processes in scope. Training Transformation (10%): Deliver future-fit training solutions with 100% adherence to project delivery timelines, including LMS deployment, automation, and simulation initiatives. Process Improvement & Innovation (5%): Champion a minimum of two improvements per quarter, embedding continuous improvement practices into training methodology.

2. Operational Excellence (50%)

Training Pass Rate (10%): Ensure 85% pass rate with rigorous certification standards to guarantee operational success post-training. 30-60-90 Day Performance Endorsement (10%): Achieve 80% at 30 days, 85% at 60 days, and 90% at 90 days in post-training operational quality metrics. Post-Training Productivity Improvement (10%): Demonstrate 10% productivity improvement within 60 days, measuring training impact on actual performance. Training Adherence Rate (5%): Maintain 100% on-track delivery of training programs across all business units. Knowledge Retention Score (5%): Achieve 85% pass rate in post-training knowledge assessments at 30-day intervals. PKT Participation (10%): Drive 80%+ participation in Post Knowledge Transfer activities.

3. People Leadership (20%)

Trainer Development (5%): Implement structured trainer and self-development programs with 100% adherence. Training Effectiveness (5%): Achieve 90% engagement score in training effectiveness surveys. Trainer Effectiveness (5%): Ensure average trainer feedback score of 4.2+ from trainees.
Training Retention Rate (5%): Limit training batch attrition to 5% in the first 90 days, working with Operations to ensure smooth handovers

Qualifications: Qualifications & Experience

Minimum 10+ years of experience in training, learning & development, or process excellence within the BPO/GBS sector. Proven track record of leading large training teams and driving measurable training outcomes. Strong exposure to LMS, digital learning platforms, and simulation tools. Experience in designing and executing continuous improvement initiatives. Strong analytical and stakeholder management skills; ability to influence at senior levels.

Key Competencies

Strategic thinking with execution rigor Strong people leadership and coaching skills Data-driven decision making and outcome orientation Innovation mindset with focus on digital enablement Ability to work collaboratively across multiple stakeholders and functions

Success Measures

Reduction in speed to competence (20%) Achievement of 30-60-90 day post-training performance metrics Training effectiveness and trainer feedback scores Consistent productivity improvement linked to training outcomes * Retention and engagement of new hires in early tenure