Learning Delivery Manager

• Training Strategy & Execution:

• Develop and execute training strategies aligned with business goals.
• Design and deliver training programs (e.g., new hire onboarding, soft skills, process-specific training, upskilling, compliance).
• Identify performance gaps and training needs through job analysis, employee feedback, and performance metrics.

• Team Management:

• Lead, coach, and develop a team of trainers and instructional designers.
• Schedule and manage training sessions across shifts and geographies (if applicable).
• Ensure trainers are up to date with process knowledge and facilitation techniques.

• Curriculum Development:

• Create and continuously update training content and materials, including SOPs, manuals, e-learning modules, assessments, and simulations.
• Collaborate with operations, quality, and client teams to align training with business requirements.

• Performance Monitoring & Reporting:

• Track training effectiveness through post-training evaluations, feedback, and performance KPIs.
• Analyze data to measure the ROI of training initiatives and present findings to senior management.

• Client & Stakeholder Interaction:

• Liaise with clients and internal stakeholders to understand process changes and implement updates in training.
• Attend client calls to report on training performance and updates.

Qualifications:

• Bachelors degree in any discipline; a degree in HR, Education, or Business is a plus.
• Minimum

  5-8 years of experience

  in training within a

  BPO environment

  , with at least 2 years in a managerial role.
• Experience in both

  voice and non-voice processes

  (preferred).
• Strong understanding of BPO metrics, SLAs, and quality assurance.