Senior Assistant Vice President-Training-Process Training - BPO (Complex)

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.

 

1. 2. Operational Excellence (50%)
2. 3. People Leadership (20%)

• 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.
• 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 & 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

EXL (NASDAQ: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world’s leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 54,000 employees spanning six continents. For more information, visit www.exlservice.com. EXL never requires or asks for fees/payments or credit card or bank details during any phase of the recruitment or hiring process and has not authorized any agencies or partners to collect any fee or payment from prospective candidates. EXL will only extend a job offer after a candidate has gone through a formal interview process with members of EXL’s Human Resources team, as well as our hiring managers.