Head of Learning and Development

3 days ago


Hyderabad, Telangana, India Firstsource Full time

Company Overview:

Firstsource is a leading provider of customized Business Process Management (BPM) services, trusted by 100+ top brands worldwide.

We offer a rightshore delivery model with solutions covering the customer lifecycle across Healthcare, Telecommunications & Media, and Banking, Financial Services and Insurance Verticals.

Ours is a global company with a presence in the US, UK, India, and Philippines, serving Fortune 500 & FTSE 100 companies.


About the Role:

We are seeking an experienced Head of Learning and Development to lead our training and development function.

The ideal candidate will have a strong understanding of BPO operations, industry-specific processes, and best practices.

You will be responsible for developing and implementing effective training strategies that align with the company's objectives.

Responsibilities:

  • Develop and implement a comprehensive training strategy to support the company's goals.
  • Lead and manage the training team, including trainers, training managers, and coordinators.
  • Create and maintain training curricula covering various aspects of the BPO industry.
  • Oversee the design and delivery of training programs, including classroom training, e-learning, on-the-job training, and workshops.
  • Implement assessment tools and evaluations to measure the effectiveness of training programs.
  • Ensure high-quality standards for training programs and trainers.
  • Stay up-to-date with industry regulations and ensure compliance.
  • Incorporate innovative training technologies and tools to enhance training efficiency.
  • Budget management for the training department.
  • Collaborate with stakeholders to identify training needs and provide support for employee development.
  • Analyze training data and metrics to make data-driven decisions.

Requirements:

  • A bachelor's degree in a relevant field; a master's degree or relevant certifications are a plus.
  • Proven experience in training and development, with several years of leadership experience.
  • Strong understanding of BPO operations, industry-specific processes, and best practices.
  • Excellent communication and presentation skills.
  • Proficiency in learning management systems and training software.
  • Analytical and data-driven decision-making skills.
  • Leadership and team management abilities.

What We Offer:

We offer a competitive salary ($120,000 - $180,000 per year), benefits package, and career growth opportunities for the right candidate.



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