Job
Description
About the Role: We are seeking a dynamic and experienced Associate Director – L&D Operations to lead and manage end-to-end learning operations for our BPO Services division. This role is critical in ensuring seamless planning, execution, governance, and reporting of L&D initiatives across new hire onboarding, functional training, compliance learning, and capability building. The ideal candidate will bring deep operational excellence, stakeholder management skills, and a passion for enabling a culture of continuous learning at scale. Learning Operations Management Oversee the execution of all learning programs across BPO service lines (voice, non-voice, customer service, collections, etc.). Manage L&D infrastructure, including learning calendars, LMS platforms, virtual classroom tools, and physical training facilities. Ensure timely coordination, deployment, and closure of training initiatives across multiple geographies and time zones. Partner with Operations, Quality, and HRBPs to assess training needs and deliver targeted learning interventions. Align training delivery with business SLAs, client-specific mandates, compliance standards, and internal capability frameworks. Represent L&D in client presentations, audits, and governance forums to showcase capability and performance. Experience 12–15 years of total experience, with at least 5+ years in L&D operations within BPO, KPO, or Shared Services environments. Proven track record in managing large-scale new hire onboarding and operations-focused capability development programs. Graduate or Postgraduate in HR, Business Management, Psychology, or a related discipline. Certifications in Instructional Design, Train the Trainer (TTT), or Learning Operations (preferred but not mandatory). Strong operational discipline with expertise in planning, execution, and process optimization. Excellent communication, stakeholder engagement, and presentation abilities. Proficiency in LMS platforms such as SuccessFactors, Cornerstone, Workday Learning, or equivalent tools. If you wish to apply, kindly share your resume on "swarali.deshmukh@credencehrservices" Show more Show less
