Training Manager
- NLB Service
- 8 - 13 years
- Noida, Gurugram
- 2 days ago
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Job Description
Job Title: Training Manager
Location: Gurgaon / Noida
Position Type: Full-Time
Job Overview
The Training Manager will lead the end-to-end training function for multiple Lines of Business (LOBs) within an international BPO environment. This role is responsible for designing strategic training initiatives, managing a team of trainers, ensuring high-quality training delivery, and driving performance improvement across operations. The ideal candidate will have strong experience in managing international process trainings, handling large training teams, and aligning training strategies with business and client goals.
Key Responsibilities
Training Strategy & Leadership
- Lead and manage the training function across multiple LOBs and international processes.
- Design and implement training strategies aligned with business objectives and client expectations.
- Drive continuous improvement in training quality, effectiveness, and learner experience.
- Manage, mentor, and develop a team of Trainers, Assistant Managers, and Training Leads.
- Ensure training governance, standardization, and compliance across all training programs.
Training Delivery & Operations
- Oversee classroom, virtual, and on-the-job training delivery across processes.
- Ensure high-quality facilitation standards and consistent training execution.
- Supervise New Hire Training, Refresher Programs, Behavioral Workshops, and Upskilling initiatives.
- Monitor trainer performance, certify trainers, and ensure continuous capability building.
Stakeholder & Client Management
- Collaborate with Operations, Quality, and Clients to identify training needs and performance gaps.
- Represent Training in client governance calls, business reviews, and calibration sessions.
- Align training solutions with client KPIs, SLAs, and operational goals.
Performance & Training Effectiveness
- Monitor and improve training effectiveness using metrics such as PKT, nesting performance, and post-training productivity.
- Analyze training data, identify gaps, and implement corrective learning interventions.
- Publish weekly/monthly dashboards on training performance, throughput, and readiness.
- Ensure smooth transition of trainees from training to production floor.
Content & Process Excellence
- Oversee creation, enhancement, and governance of training content, SOPs, assessments, and certification frameworks.
- Ensure content is aligned with business updates, client requirements, and international standards.
- Drive digital learning adoption, LMS utilization, and learning innovation.
Qualifications
Education
- Bachelors Degree or equivalent (Masters preferred).
Experience
- 813 years of experience in Training & Development within the BPO industry.
- Strong experience managing international process training.
- Proven experience handling multiple LOBs and large training teams.
- Experience in managing Trainer performance, certifications, and training governance.
- Exposure to LMS platforms, digital learning tools, and training analytics preferred.
Key Skills
- Strong leadership and people management skills.
- Excellent stakeholder and client management abilities.
- Strong analytical and problem-solving mindset.
- Expertise in training effectiveness, TNI, and performance improvement.
- Excellent communication and presentation skills.
- Strong command over training MIS, dashboards, and reporting.
- Ability to work in a fast-paced, multi-process international BPO environment.
- Strategic thinker with strong execution capability.
- Proficient in Microsoft Office (Excel, PowerPoint, Word).
If interested kindly share your resume at Mu**********a@nl****h.com
Job Classification
Industry: BPM / BPOFunctional Area / Department: OtherRole Category: OtherRole: OtherEmployement Type: FreshersContact Details:
Company: NLB Services Pvt. Ltd.Location(s): Noida, Gurugram
Keyskills: international training process Team Handling Banking Process TNA International Process TNI International BPO
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