Operations Training Leader - BPO

OPERATIONS TRAINING LEADER

Enterprise Learning, Readiness & Capability Framework

INDIA TRAINING LEADER

Building workforce readiness, operational proficiency and sustainable performance across BPO delivery

ROLE LEVEL Band 9

EXPERIENCE 15 - 20 years

FUNCTION BPO Operations Training

REPORTING SCOPE Multi - site / multi - account

Role mandate

The Operations Training Leader will design, establish and govern an enterprise Training and Capability Framework for Business Orchestration Services - India. The role converts client requirements, operating procedures, process changes and performance risks into structured learning journeys across Finance & Accounts, HRTT and R&C, supporting voice, chat, email and back - office operations. The position owns training governance, needs analysis, curriculum design, facilitator capability, certification, production readiness, learning analytics and continuous capability improvement.

PRIMARY OUTCOME

A scalable, data - led and client - aligned learning system that accelerates speed to proficiency, strengthens control adherence and sustains performance after go - live.

Operations Training Framework: six accountability pillars

1. Learning strategy & governance:

- Define & institutionalize the operation training framework, operating model, decision rights and review cadences across accounts and sites.

- Framework, RACI, governance calendar, standards catalogue and annual capability plan.

2. Training need analysis & process curriculum architecture:

- Translate role, process, client and risk requirements into role - based curricula and learning journeys.

- Training needs analysis, competency maps, curriculum blueprints and content standards.

3. Readiness, assessment & certification:

- Establish measurable proficiency tool gates before employee's transition to production or expanded scope.

- Assessment strategy, certification criteria, readiness dashboard and remediation paths.

4. Delivery excellence & faculty capability:

- Standardise facilitation, practice, simulation and trainer accreditation across classroom and virtual delivery.

- Facilitator playbook, train - the - trainer, observation rubric and faculty certification.

5. Performance transfer & learning analytics:

- Connect training evidence with nesting, quality, productivity and customer outcomes.

- Learning dashboard, proficiency trends, transfer checks and intervention recommendations.

6. Knowledge, change & continuous learning:

- Embed learning for process updates, policy changes, tools and recurring performance gaps.

- Knowledge - change workflow, refresher cadence, learning campaigns and lessons learned.

Key responsibilities

Build and deploy the framework:

- Design the end - to - end Operations Training and Capability Framework, including governance, standard methods, decision rights and minimum readiness requirements.

- Convert contracts, client SOPs/DTPs, controls, policies and role expectations into measurable learning objectives, curricula and proficiency standards.

- Create deployment roadmaps for new and existing accounts, covering discovery, content build, trainer readiness, learner certification, nesting and stabilisation.

- Establish document control and version governance for curricula, facilitator guides, learner materials, assessments, simulations and training evidence.

Lead learning design, delivery and certification:

- Govern training needs analysis and instructional design across voice, chat, email and back - office processes, using role - based and risk - based prioritisation.

- Oversee classroom, virtual and blended delivery; ensure sufficient practice, scenario application, systems simulation and knowledge checks.

- Define assessment quality standards, pass criteria, retake rules, exception governance and certification evidence for production readiness.

- Build trainer and subject - matter - expert capability through selection, accreditation, observation, coaching and periodic recertification.

Drive speed to proficiency and performance transfer:

- Integrate training data with nesting, quality, productivity, compliance, complaint and employee - performance signals to identify capability gaps.

- Partner with Operations and Quality to establish structured nesting, floor support and post - training reinforcement until proficiency criteria are met.

- Lead root - cause analysis of learning - related performance gaps using 5 Whys, fishbone, Pareto and learner - data segmentation.

- Govern targeted remediation, refresher learning and knowledge interventions, including owners, due dates, effectiveness checks and sustainment reviews.

Govern measurement and executive reviews:

- Define a balanced learning scorecard and KPI dictionary with calculation logic, data ownership, thresholds and drill - downs by site, account, role and cohort.

- Lead weekly, monthly and quarterly reviews; present readiness, risks, learning effectiveness, interventions and decisions required to delivery and client leadership.

- Distinguish activity measures, learning measures, behaviour transfer and business outcomes rather than relying on attendance or test scores alone.

- Track capability actions to closure and validate that reported improvement is supported by evidence from the operating environment.

Lead people capability and stakeholder alignment:

- Lead, mentor and develop Training Managers, Process Trainers and local learning specialists across locations and accounts.

- Partner with Operations, Quality, Workforce Management, Technology, Risk/Compliance, HR and client teams to embed learning into workforce and change plans.

- Create capacity models for faculty, rooms, virtual delivery, systems access and production - support coverage aligned to hiring and transition demand.

- Act as the learning change leader for new tools, processes, policies and behaviours through communication, adoption tracking and feedback loops.

Success measures:

- Readiness & proficiency: Certification pass rate, readiness exceptions, time to proficiency, nesting extension, speed to independent handling.

- Learning effectiveness: Pre/post assessment movement, simulation performance, knowledge retention, application checks.

- Operational transfer: Early - life quality, productivity ramp, critical errors, repeat coaching, avoidable escalations.

- Governance & compliance: Mandatory learning completion, evidence completeness, content currency, audit findings, overdue actions.

- Capability & adoption: Trainer certification, observation results, curriculum adoption, knowledge - gap closure, learner feedback.

Operating governance:

- Daily / intraday: Learner blockers, critical knowledge gaps, system or access issues.

- Weekly: Cohort progress, certification, nesting, coaching and open actions.

- Monthly: Proficiency trends, transfer gaps, curriculum health and faculty capability.

- Quarterly: Client outcomes, framework maturity, strategic capability risks.

- Annual: Learning strategy, standards refresh, capability and investment.

Required experience and qualifications:

- Bachelor's degree in any discipline; MBA or a relevant postgraduate qualification is preferred.

- 15+ years of experience across BPO operations, training, learning and development or service - delivery leadership, including substantial experience leading managers and/or direct reports.

- Demonstrated experience establishing or transforming learning governance across multi - account, multi - site or multi - channel service environments.

- Hands - on expertise in training needs analysis, curriculum architecture, instructional design, facilitation, assessment, certification, nesting and performance transfer.

- Working knowledge of adult - learning principles, competency - based learning, blended delivery and learning evaluation methods; practical use of ADDIE or equivalent design discipline expected.

- Experience building measurable readiness gates and linking learning data to quality, productivity, compliance and customer outcomes.

- Ability to interpret client contracts, SOPs/DTPs, policy requirements and operational data, and translate them into role - based capability standards.

- Experience with learning management systems, knowledge platforms, enterprise workflow tools and analytical tools such as Power BI or equivalent is advantageous.

Leadership competencies:

- Enterprise thinking: Connects client outcomes, workforce readiness, operational risk and capacity demand.

- Learning architecture: Creates coherent role - based journeys from induction through sustained proficiency.

- Analytical judgement: Uses evidence to separate content, delivery, learner and workplace - transfer issues.

- Execution discipline: Creates clear ownership, readiness gates and follow - through across complex operations.

- Change leadership: Builds adoption through communication, practice, reinforcement and visible sponsorship.

- Client credibility: Communicates capability, readiness risk and recovery plans with clarity and composure.

Decision rights and interfaces:

- Owns: training framework, learning standards, curriculum architecture, assessment integrity, certification governance and learning reporting standards.

- Approves: material changes to curricula, assessment approaches, production - readiness criteria, trainer certification and training evidence protocols.

- Recommends: capability interventions, delivery - model improvements, technology investment and learning priorities to Operations and client leadership.

- Partners with: Operations Delivery, Quality, Workforce Management, Technology, Risk/Compliance, HR, Talent Acquisition and client stakeholders.

- Escalates: material readiness risk, control - training gaps, recurring early - life failure, ineffective remediation and unresolved cross - functional dependencies.

ROLE VALUE PROPOSITION:

Build a learning system that makes readiness measurable, proficiency faster and performance sustainable across BPO operations.