OPERATIONS TRAINING LEADER

Introduction

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

Pillar

Leadership accountability

Expected outputs

• 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.

• 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.

• 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.

• 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.

• Performance transfer & learning analytics
  
  

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

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

• 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.

Your Role And 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

Role

The final KPI set should be tailored by service line, role complexity and client contract. The role is accountable for establishing measures across the following categories:

Category

Illustrative measures

Leadership intent

Readiness & proficiency

Certification pass rate, readiness exceptions, time to proficiency, nesting extension, speed to independent handling

Move people into production with verified capability and controlled risk.

Learning effectiveness

Pre/post assessment movement, simulation performance, knowledge retention, application checks

Confirm that learning creates usable skill, not only course completion.

Operational transfer

Early-life quality, productivity ramp, critical errors, repeat coaching, avoidable escalations

Connect training performance to measurable delivery outcomes.

Governance & compliance

Mandatory learning completion, evidence completeness, content currency, audit findings, overdue actions

Protect clients and the provider through reliable training controls.

Capability & adoption

Trainer certification, observation results, curriculum adoption, knowledge-gap closure, learner feedback

Build sustainable ownership and consistent learning delivery.

Operating governance

Cadence

Primary Focus

Typical participants

Output

Daily / intraday

Learner blockers, critical knowledge gaps, system or access issues

Training and Operations leads

Containment, owner and immediate action

Weekly

Cohort progress, certification, nesting, coaching and open actions

Account Training, Operations, Quality and WFM

Readiness pack and action log

Monthly

Proficiency trends, transfer gaps, curriculum health and faculty capability

Business and functional leadership

Management review and prioritised interventions

Quarterly

Client outcomes, framework maturity, strategic capability risks

Provider and client leadership

QBR narrative, decisions and roadmap

Annual

Learning strategy, standards refresh, capability and investment

Executive sponsors and Training leadership

Annual learning plan and objectives

Preferred Education

Master's Degree

Required Technical And Professional Expertise

• 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.