Senior Manager Organization Development

Key Result Areas (KRAs)

1. Primary Responsibilities

a. Customer Related

• Champion and evolve the OD & PM culture and vision across the LoB, Departments & Organization
• Lead the development of strategic people development plans aligned to business objectives
• Oversee the design and implementation of advanced training programs for center personnel
• Act as a senior business partner, guiding the development, implementation, and delivery of learning solutions
• Facilitate senior-level leadership development programs and learning experiences
• Build and maintain robust cross-functional relationships
• Design and execute learning strategies in partnership with Operations and Leadership Teams
• Ensure regular, high-impact stakeholder engagement

b. Financials Related

• Develop, manage, and optimize the training and development budget
• Oversee resource planning and event facilitation to ensure operations remain within authorized budgets

c. People Related

• Provide strategic direction for innovative training and development solutions, leveraging diverse learning methods including mentoring and coaching
• Mentor and guide managers, senior associates, and trainers to ensure skill development and excellence in training delivery
• Conduct advanced leadership and behavioral training sessions
• Drive key organizational initiatives (e.g., Diversity, Equity & Inclusion)
• Set SMART Goals/KPIs for team members, provide regular performance feedback, and support their development

d. Process Related

• Develop and implement evaluation and validation instruments to assess training needs and program effectiveness
• Lead the design and deployment of performance management tools and techniques.
• Identify skill and knowledge gaps through Training Needs Analysis (TNA)
• Institutionalize monthly and quarterly performance reviews
• Promote continuous self-improvement and professional development

2. Secondary Responsibilities (if any)

• Support customer, financial, people, and process-related initiatives as required

Knowledge / Skills / Attitude / Domain Expertise

Knowledge

• Deep understanding of business operations and service industry dynamics. BPM/Customer Engagement knowledge preferred
• Expertise in adult learning principles and TNA processes
• Advanced knowledge of leadership and behavioral concepts
• Ability to develop and customize content for diverse business needs
• Strong practical knowledge of people management and organizational development.

Skills

• Proven client relationship and consulting skills
• Excellent interpersonal and stakeholder management abilities
• Expertise in delivering and facilitating learning interventions
• Advanced IT skills for learning content analysis and development. eLearning certification preferred
• Managerial experience in coaching, mentoring, and developing teams in complex environments
• Strong problem-solving, research, and decision-making capabilities
• Outstanding communication, facilitation, and organizational skills
• Ability to manage multiple projects and inspire teams
• Capability to engage senior leaders from diverse functions
• Strong ability to report and possess MIS competency

Attitude

• Highly motivated and engaging
• Positive, solution-oriented mindset
• Constructive feedback provider
• Self-driven, assertive, and adaptable
• Enthusiastic, flexible, and creative
• Strong technical/operational acumen
• Commitment to diversity and inclusion

Domain Expertise

• 8+ years of success as a training and development practitioner, with experience in coaching, mentoring, and team management
• Solid understanding of adult learning and HRD best practices

Required Qualifications / Experience / Certifications

• Educational Qualifications:

  Masters degree in Human Resources Management, Organization Development, or equivalent

• Experience:

  12–15 years of work experience, with at least 8 years in a senior managerial capacity and 6 years in behavioral and leadership training

• Certifications:

  Relevant Training and Development qualifications preferred

Special Requirements

• Willingness to travel and work on weekends/shifts as needed. Open to night shift split shifts
• Ability to deliver training in tier 2 and tier 3 cities
• Comfortable delivering sessions at all organizational levels

Internal Customers

• All employees
• Senior Management

External Customers

• Clients

Direct Reports

• 0-2