Senior Group Manager - Process Training

Job Description

Key Responsibilities

Strategic Leadership: Develop learning and development (L&D) strategies aligned with company goals and client requirements. Team Management: Lead, mentor, and coach a team of trainers, quality analysts, and training specialists to build a high-performing team. Operational Training: Oversee the end-to-end training lifecycle, including New Hire Training (NHT), On-the-Job Training (OJT), and product/process updates. Performance Metrics (KPIs): Monitor training effectiveness through metrics like speed-to-proficiency, nesting performance, and training-related attrition. Instructional Design: Design and update training materials, curricula, and e-learning content. Stakeholder Management: Collaborate with Operations, Quality, and HR teams to address skill gaps and meet business goals. Budget & Compliance: Manage training budgets, resources, and compliance with industry regulations.

Qualifications

Experience: Typically 10 + years of progressive experience in Learning & Development, with a minimum of 5 - 7years in a BPO, preferably in international voice/banking processes.Leadership: Proven experience leading training teams and managing large-scale, high-paced training operations.Data Analysis: Ability to use data to evaluate training ROI and performance.Tools: Proficiency in LMS (Learning Management Systems) and MS Office.Education: Bachelor’s degree.