Training Manager

Responsibilities:

• Develop and execute the training strategy aligned with business and client objectives.
• Manage end-to-end new hire training, onboarding, nesting, and certification programs.
• Conduct Training Needs Analysis (TNA) to identify skill and performance gaps.
• Design and implement process, product, behavioral, communication, and leadership training programs.
• Drive learning interventions to improve operational metrics such as CSAT, FCR, Quality, Productivity, and AHT.
• Lead, coach, and develop a team of Trainers, Lead Trainers, and Training Managers.
• Monitor training effectiveness and drive continuous improvement through data-driven interventions.
• Manage training governance, compliance requirements, audits, and knowledge management processes.
• Track, analyze, and present training KPIs and business impact metrics to stakeholders.
• Ensure seamless implementation of process updates, change initiatives, and client requirements.
• Drive adoption of digital learning platforms, LMS tools, AI Adoption, and innovative learning methodologies.
• Support talent development, succession planning, and frontline leadership development programs.
• Manage stakeholder relationships and represent the Training function in internal and client governance forums.
• Plan and optimize training resources, capacity, and budgets to meet business requirements.
• Knowledge of Six Sigma and process improvement frameworks (Yellow Belt/Green Belt preferred).
• Understanding of training evaluation models such as Kirkpatrick's Four Levels and ROI-based learning measurement methodologies.
• Experience in evaluating training effectiveness through operational, quality, customer, and business performance metrics.
• Should be well versed with the BEST T&D activities & support internal and external audits

Key Success Measures

• Training Throughput & Certification Rates
• Time to Productivity / Speed to Competency
• Training Effectiveness Scores
• Quality, Productivity, and CSAT Improvements
• Reduction in Early Life Attrition
• Stakeholder & Client Satisfaction
• Trainer Capability and Team Development
• Business Impact and ROI of Learning Interventions