Job
Description
Company Profile Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes. Manager - Capability Development KEY RESPONSIBILITIES Operational Manage end-to-end delivery of training programs (Pre-process, Process, OJT) Plan training calendars in line with business demand Lead, coach, and certify training teams Coordinate with Ops, QA, and clients to define success measures Oversee governance, reporting, and feedback loops Drive readiness metrics and time-to-floor improvements Evaluate and mentor trainers through structured observation and feedback Maintain certification records and continuous upskilling plans Stakeholder Collaboration Align with client and internal teams for training access, updates, and KT Host regular syncs to address escalations and ensure trainer preparedness Reporting & Governance Own daily/weekly/monthly reporting on batch progress and training impact Provide inputs for governance reviews and client MBRs Experience 6 to 9 years in Learning & Development with a focus on process training Minimum 3 years in a managerial or AM role Domain experience in US Mortgage & Banking processes is a must Know-How Critical: Deep understanding of US Mortgage lifecycle (origination, servicing, default) Familiarity with banking regulations and call centre compliance standards Desirable: Knowledge of Learning Management Systems (LMS), adult learning theory, and Kirkpatrick evaluation model Experience with BAI, KMS, Twilio, or ticketing systems Personal Attributes/Traits Proactive, solution-oriented mindset Strong interpersonal and communication skills Detail-driven and committed to learner success Core Competencies Strategic Planning Stakeholder Management Team Development & Coaching Data-Driven Decision Making Training Impact Assessment Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.
