
Strategic Training Manager
19 hours ago
We are seeking a visionary leader to spearhead the transformation of our Training & Quality function into a value-added service offering.
This strategic role demands exceptional leadership skills, industry expertise, and a strong client-facing orientation.
Key Responsibilities:- Manage delivery of Training & Quality for global clients, ensuring alignment with business objectives and operational excellence.
- Customize SLA/SLO metrics and reporting processes to meet diverse client expectations seamlessly.
- Strengthen frameworks for training and quality management, ensuring continuous improvement and enhanced delivery performance.
- Champion tech-enabled learning solutions and drive adoption of modern training methodologies.
- Develop and manage performance dashboards and metrics tailored to client requirements.
- Lead cross-functional teams across geographies, fostering collaboration and driving standardized practices across locations.
- Ensure process control, audit readiness, and compliance with multiple regulatory frameworks.
- 11+ years of experience in Training & Quality within the contact center industry, with exposure to domains like Tech Support, Customer Service & Banking preferably.
- Exceptional communication, negotiation, and conflict resolution skills with a strong client-facing orientation.
- Deep understanding of process frameworks and audit protocols across global standards.
- Advanced skills in MS Office (Excel, PowerPoint) and experience in deploying automation and innovative learning technologies.
- Strong data analysis capabilities with a knack for simplifying complex processes and driving actionable insights.
- Proven success in enhancing quality, efficiency, and service level performance across large-scale operations.
- MBA or Postgraduate degree preferred.
Benefits
As a Strategic Training Manager, you will have the opportunity to work on high-impact projects and contribute to the growth and development of our organization. You will be part of a dynamic team that values innovation, collaboration, and excellence.
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