Assistant Manager/Deputy Manager - Soft Skill Training

Assistant Manager/ Deputy Manager Soft Skills Training

Role Purpose

Location : Dombivli

The Assistant Manager/ Deputy Manager leads behavioural capability initiatives across multiple business units, ensuring training interventions directly improve customer experience, quality, and operational performance. This role manages trainers, drives governance, and supports strategic capability development. The role partners with Operations, Quality, and Training teams to identify skill gaps and implement targeted learning solutions.

Key Responsibilities

Learning Strategy

• 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

Lead enterprise-level initiatives including:

• 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

Partner with:

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

Reporting

Prepare leadership dashboards covering:

• 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

• 7–10 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