The training Lead – CEC is responsible for designing, executing, and continuously improving training interventions that build the capabilities of customer-facing teams across all inbound and outbound touchpoints. The role ensures timely, effective, and scalable delivery of onboarding, process, product, compliance, and behavioral training for internal teams and outsourced partners. By aligning learning strategies with business goals and customer experience objectives, the Training Lead enables frontline teams to deliver consistent, empathetic, and compliant service in a dynamic and regulated health insurance environment. This role is critical to driving agent readiness, reducing errors, and elevating service quality and customer satisfaction across the centralized contact center ecosystem The Training Lead – Centralized Experience Center (CEC) plays a pivotal role in shaping the frontline capability and customer experience for one of the most critical functions in the organization — the contact center. As the company consolidates multiple service touchpoints into a centralized, multi-channel experience hub, the need for a unified, agile, and impactful training function is paramount. This role is responsible for ensuring that all customer-facing teams—across internal units and outsourced partners—are trained to deliver consistent, compliant, and empathetic service in a dynamic, regulated, and customer-centric environment. The Training Lead must align learning strategies with evolving business needs, regulatory updates, digital channel growth, and changing customer expectations. Success in this role requires a deep understanding of contact center operations, adult learning principles, strong cross-functional collaboration, and the ability to drive partner enablement at scale. Challenges: Ensuring Speed, Scale & Standardization Amid Centralization: As multiple legacy centers and processes are unified under one CEC model, the Training Lead must deliver standardized training across varied geographies and partner ecosystems while maintaining speed and quality. Balancing rapid onboarding with consistent knowledge transfer and minimizing variation in agent performance is a key challenge. Driving Learning Effectiveness in a High-Churn, Fast-Moving Environment Contact centers typically face high agent attrition and frequent updates in processes, products, or regulations. Ensuring knowledge retention, continuous learning, and training ROI in such a fluid environment requires smart content design, frequent refreshers, and strong follow-through mechanisms. Partner Governance & Multi-Channel Capability Building With service delivery spread across outsourced partners and digital channels (chat, email, WhatsApp), ensuring consistent training quality and channel-specific skills across all touchpoints is complex. The Training Lead must implement governance practices, audit partner training quality, and ensure readiness for emerging CX platforms. Key Result Areas Supporting Actions Training Needs Identification & Planning Conduct regular training needs assessments (TNAs) in collaboration with Quality, Operations, Compliance, and Product teams. Develop an annual and quarterly training calendar covering onboarding, refreshers, process changes, and skill-building modules. Program Design & Delivery Design engaging, role-specific training programs that align with business and regulatory requirements. Deliver training sessions through in-person, virtual, and blended formats; ensure consistency across locations and partners Partner Training Governance Ensure all external partner teams receive timely, standardized, and quality-assured training. Conduct periodic audits, evaluations, and calibrations to assess partner trainers' effectiveness and adherence to learning standards. Process & Product Readiness Ensure timely training deployment for new product launches, system/process updates, or regulatory changes. Work closely with cross-functional teams to develop relevant content and update training materials promptly. Behavioral & Soft Skills Development Design and implement programs focused on empathy, active listening, complaint handling, and customer-first mindset. Integrate real call examples, role-plays, and feedback loops to build frontline communication excellence. Learning Effectiveness & Impact Measurement Use pre/post-assessments, feedback surveys, and business KPIs (e.g., FCR, CSAT, quality scores) to measure training impact. Drive continuous improvement using learning analytics and stakeholder feedback. Team & Trainer Development Coach and manage partner trainers; build a culture of high engagement and accountability. *Facilitate train-the-trainer sessions, skill certifications, and performance reviews for the training team. Stakeholder and Partner Management Build and maintain strong relationships with internal stakeholders, including senior leadership, operations, technology, and customer experience teams, to ensure alignment of goals and seamless execution. Collaborate with external partners, vendors, and technology providers to deliver innovative and cost-effective training and quality solutions. Negotiate and manage contracts with service providers, ensuring accountability and adherence to performance metrics. Act as a liaison between business units to integrate feedback and insights into training and quality strategies. Minimum Experience Level 7 - 12 years Job Qualifications Under Graduate
Job Purpose The purpose of this job is to effectively manage the administration function for the Corporate, back office & sales office. The role ensures that employee services such as maintenance, security, facilities, and premises across 3 locations are provided efficiently and effectively. It also oversees the Mediclaim, Audio conferencing, Access Card, Contractual Resource supply and management, Vehicle Management and Travel processes across India to ensure general administrative services are met as per the defined norms. Job Context & Major Challenges Job Context/Job Challenges: ABCL is a diversified Core investment Company (CIC) with wide spectrum of businesses which include NBFC, Housing Finance, Life Insurance, AMC, Health Insurance, Securities & Stock Broking, Insurance Broking, PE, ARC and online platform for personal finance. Given the diversity of businesses, structure and number of entities in the fold of ABCL, the corporate financial reporting is a complex Job. The purpose of this job is to effectively manage the administration function for the Corporate, back office & sales office. The role ensures that employee services such as maintenance, security, facilities, and premises across 3 locations are provided efficiently and effectively. It also oversees the Mediclaim, Audio conferencing, Access Card, Contractual Resource supply and management, Vehicle Management and Travel processes across India to ensure general administrative services are met as per the defined norms. Job Challenges: Managing the emergency situation / break downs and restoring the administration services without having any adverse impact on business. Timely implementation of statutory changes / notification with regards to contractual labour requirements and avoid reputation loss of company. Sudden changes in mail room volumes due to business fluctuations and ensure all the documents were connected to avoid any regulatory / customer complaints. Establishing strong relationship with government authorities to seek immediate support in case of any emergencies / issues ( like fire officer / police / labour commissioner ) With zero escalation of cost to maintain the required service level and getting quality manpower under temporary requirements. Major Challenges: To comply with frequent changes in state and municipal statutory provisions and incorporate them in the processes and adhere to it to provide uninterested canteen and facility management of the premise. Managing the timelines prescribed by the internal and external stakeholders for ensuring that all the assets and equipment’s are covered with appropriate annual maintenance contract Receiving timely approvals from various authorities to conduct regular physical evacuation exercise for employees to make them aware of the emergency exit process Key Result Areas KRA (Accountabilities) (Max 1325 Characters) Supporting Actions (Max 1325 Characters) KRA1 Manage & control Capex and Opex 1. Manage cost within the budget with-out compromising on the quality and service standards 2. Prepare & submit comprehensive budget estimates & reports for Revenue & capital expenditures 3. Identify and ensure implementation of initiatives to optimize cost. 4. Analyze spends and highlight saving opportunities to control expenses. KRA2 Ensure effective property management of corporate, back and sales offices 1. Ensure the property is up and running by appointing right vendors to manage the facilities by signing SLA as per organization requirement. 2. Ensure timely appointment of contractors / facilities services providers to support the business needs such as housekeeping, security, courier, pantry, transportation & stationery etc. 3. Evaluate their performance as per procurement policy of the company and recommend change wherever their delivery is not as per desired standards. 4. Ensure canteen and other facilities are up & running and all vendors have required licenses and certification as per statutory requirements. 5. Ensure all equipments have appropriate AMC to ensure continuity of service. 6. Ensure effective transportation for timely employee service, and adherence by transporter to all required internal and external guidelines. KRA3 Drive an effective Mediclaim Management process 1. Ensure timely procurement of policy to have continuity of employee coverage as per processes defined by ABFSG and ABG. 2. streamline the on line nomination enrollment process for dependents by employees 3. Ensure claims are settled within the agreed TATs KRA4 Ensure effective Contractual Employees Management 1. Put in places systems and process to ensure empanelment of appropriate outsourced manpower supplier in line with the organization s requirements. 2. Ensure timely supply of manpower as per functional requirements / plan . 3. Ensure that statutory dues are paid and settled by the vendor within time frame given by the related authorities 4. Ensure outsource joining and exits are managed in compliance with labour law via vendor so that organization need not suffer with any legal litigation. KRA5 Drive an effective Travel Management process through the group travel portal 1. Ensure all BSLI travel requests are booked via ABG travel portal to avail volume discounts 2. Ensure to continuously introduce new vendors in the portal with better commercial and service level. 3. Prepare and submit functional dash board on the travel spends and highlight the mis-saving to minimize the same. 4. Ensure vendors service level is strictly monitored as per the SLA signed and remove / penalize the vendors who are not delivering as per agreed SLA. 5. Analyze and propose to outsource the billing process. KRA6 Ensure effective Vehicle Procurement & management 1. Maintain currently procured vehicle in terms of their insurances, transfer to employees name on exit or completion of policy tenure and also assist in getting their accidents & claims management. 2. 2. Drive tie-ups with manufacturer and dealer for better pricing 3. 3. Ensure timely procurement of vehicle for new joinees as per company policy KRA7 Formulate admin processes, policies and SOP s, and drive implementation of the same 1. Review existing & develop new policies and processes for the various administration activities and services 2. Ensure strict adherence to the defined processes & policies and ensure zero deviation of the same. KRA8 Team Management 1. Optimize Employee Talent and Expertise. 2. Ensure adequate Training, Development opportunities and Career pathing is established for the team. 3. Motivate the team and maintain employee satisfaction at optimal levels. Minimum Experience Level 8 - 14 years Job Qualifications Post Graduate