Senior Training Manager

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With a global footprint across US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, they ‘make it happen’ for their clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Firstsource’s inch-wide, mile-deep practitioners work collaboratively, leveraging UnBPO™ - their differentiated approach to reimagining traditional outsourcing - to deliver real-world, future-focused solutions that drive speed, scale, and smarter decision, turning transformation into tangible results for clients.

Role Description: This role will be responsible for leading the capability development teams across all clients/engagements for multiple spans. The Senior Manager is expected to own and govern end-to-end learning interventions across all stages of the business. This includes identifying and assessing current and future training needs, continuously developing and improving training content and delivery methods, partner with content design team to create e-learning courses and work with internal stakeholders and clients to support in meeting key KPIs.

Roles & Responsibilities

• Oversee all training needs of teams through careful assessment and analysis.
• Responsible for developing and maintaining a training and development strategy for the Business.
• Achieve the agreed-upon Key Result Areas (KRAs) and adapt to additional ones that may be introduced in response to evolving business requirements
• Collaborate with the business leaders and managers to identify gaps and implement plans to close and improve.
• Ensure delivery of key training and development projects.
• Lead the Training function for migration of new businesses from the Client site to desired work location.
• Collaborate closely with the client to comprehend their product/service, and subsequently tailor and customize the training content to facilitate effective knowledge transfer as needed.
• Aware of instructional design and training evaluation frameworks
• Work closely with Training Managers in the design and delivery of learning frameworks, practices and solutions during the development of the training program. Propose learning methodologies to best suit target audience.
• Plan for resources (People and Infrastructure) in a timely manner to avoid delays and likely impact on business deliverables.
• Design and execute strong governance plans to communicate with the internal Customers, Stakeholders and Clients to gain information, feedback and approval.
• Co-ordinate with other centers to share best practices, continuous improvement of content, delivery and ensure adherence to best practices identified in FSL training and on-job training.
• Engage in significant forums, whether at the client site or other locations, to actively participate in relevant discussions and activities

Preferred Educational Qualifications

• Graduation is mandatory

Preferred Work Experience

• 8-9 years of overall training experience preferably in International BPM (Telecom)space
• Proficient in Microsoft Office Tools: Excel, Access, Word, PowerPoint, Visio and statistical analysis software

Competencies & Skills

• Effective communication with senior management, cross-functional teams, and external stakeholders.
• Demonstrated capability to manage intricate assignments, providing a comprehensive overview of complex projects. Proficient in communicating plans and approaches clearly, concisely, and professionally, both verbally and in written form.
• Experience of training and development delivery methodologies – In person and virtual
• Experience of developing and implementing training and development strategy, policy and projects.
• Proven track record of operating at managerial level within a training delivery function leading a team of training delivery and design staff
• Ability to work across the training cycle from training needs analysis, design, delivery and evaluation
• Possess strong project management skills
• Experience in managing Client/ Customer Relationship
• Demonstrated strong track record in driving continuous improvement in customer satisfaction.
• Ability to manage multiple tasks simultaneously.
• Must be a change agent focused on delivering results, possessing proficient facilitation skills with the ability to influence, negotiate, and resolve conflicts effectively.
• Strong team building skills across sites, functions, technical and organizational levels
• Successful track record in peer collaboration, ability to train, coach and mentor others
• Excellent ability to understand client business drivers and objectives.
• The ability to come up with innovative ideas about a given topic or situation, or to develop creative ways to solve a problem.
• Understanding the organization's industry, market, and competition to make informed decisions.

⚠️ Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.