Assistant Manager-Training

• Develop annual behavioural capability roadmap.
• Build role-based competency frameworks.
• Design behavioural certification pathways.

Team Management

• Lead a team of Soft Skills Trainers.
• Conduct Trainer Effectiveness Reviews.
• Mentor trainers through Train-the-Trainer initiatives.
• Build succession pipeline.

Program Management

• Communication Excellence
• Customer Experience
• Leadership Essentials
• Executive Presence
• Coaching Conversations
• Consultative Selling
• Conflict Resolution
• Emotional Intelligence
• Customer De-escalation

Performance Consulting

• Analyze QA trends.
• Identify recurring behavioural issues.
• Recommend learning interventions based on business data.

Governance

• Review Training Effectiveness monthly.
• Conduct Calibration Sessions.
• Ensure SOP adherence.
• Drive Learning Governance.

Stakeholder Management

• Operations
• Quality
• HR
• Recruitment
• Clients
• L&D Leadership

Reporting

• Behavioral Trends
• Learning ROI
• Capability Index
• Certification Performance
• Business Impact

KPIs

• QA Improvement
• NPS/CSAT Improvement
• Certification Success
• Trainer Productivity
• Learning ROI
• Stakeholder Satisfaction
• Attrition Reduction
• Capability Development Index

Experience

• 710 years overall
• 4+ years in Behavioral/Soft Skills Training
• 2+ years in people management

Skills

• Leadership Development
• Instructional Design
• Coaching Frameworks
• Data Analysis
• Stakeholder Management
• Project Management
• Business Acumen

• Develop enterprise-wide behavioural learning strategy.
• Create long-term capability roadmap.
• Establish competency architecture across levels.
• Build learning frameworks aligned to business goals.

Leadership

• Soft Skills Training
• Communication Training
• Behavioural Coaching
• Leadership Development
• Trainer Capability

Learning Transformation

• Digital Learning
• Microlearning
• Learning Analytics
• Blended Learning
• Certification Frameworks

Business Partnership

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

Operational Excellence

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

Analytics & ROI

• 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

• 1015 years overall
• 68 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

Preferred Certifications (Applicable Across All Levels)

• Train the Trainer (TTT)
• Instructional Design Certification
• Kirkpatrick Evaluation Model
• DISC, MBTI, Insights Discovery (preferred)
• Coaching Certifications (ICF or equivalent)
• Lean Six Sigma Green Belt (preferred)

Core Competencies

• Communication Excellence
• Customer-Centric Mindset
• Facilitation & Coaching
• Emotional Intelligence
• Stakeholder Management
• Analytical Thinking
• Collaboration & Influencing
• Innovation & Continuous Improvement
• People Development