Director - Knowledge Management

Sutherland is an experience led digital transformation company focused on delivering exceptional experiences for both customers and employees. For over 36 years, we have been entrusted with caring for our clients' customers - a responsibility we believe we should earn every day. We are dedicated to making those experiences as delightful as possible - instantaneous, relevant, predictive and frictionless. As an early pioneer in robotic automation, we added to our core through steady investment and acquiring key capabilities. Our design capabilities marry human insight, design-thinking, and process engineering. To make these designs come to life as envisioned by our designers, we employ the latest in robotic automation, conversational AI techniques with a range of AI-ML enhanced products and cloud-based platforms.

We believe that the best relationships come from trust and value. In addition to delivering exceptionally engineered experiences, we help our clients improve their productivity, reduce costs, enhance customer loyalty, build additional revenues, reduce time-to-market and efficiently enter new markets. We also stand by our results. Sixty-one percent of our business is outcome based, ensuring our success is clearly tied to our clients' success. We think that is pretty simple for our clients to understand, and it adds to trust and transparency. Today, over 60 percent of our revenues come from clients with us for more than 11 years. Forty percent of our revenues come from Fortune-50, and 56 percent from Fortune-500 clients.

Our digital backbone spans 144 countries around the world, with 61 delivery centres across 19 countries, handling over 43 million transactions a month for approximately 70 clients. We are a team of 60K+ global professionals, operationally effective, culturally meshed, and committed to our clients and to one another. We call it One Sutherland.

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Role Summary:

The Director of Learning and Development (L&D) is a strategic leader responsible for shaping and executing the organization's learning strategy to support business goals, workforce capabilities, and employee growth. This role oversees the design, delivery, and evaluation of all learning and development programs, while fostering a culture of continuous learning and knowledge sharing across the organization.

Key Responsibilities:

Strategic Leadership

• Define and execute the enterprise L&D strategy aligned with organizational goals.

• Partner with senior leadership to assess skills gaps and future capability needs.

• Build a roadmap for leadership development, functional training, onboarding, and compliance programs.

Program Management

• Oversee the end-to-end design, delivery, and evaluation of learning programs (classroom, e-learning, blended).

• Ensure scalable, inclusive, and engaging learning experiences for diverse employee groups.

• Introduce innovation through modern learning technologies, platforms, and methodologies.

Learning Analytics & Impact

• Establish measurement frameworks for L&D initiatives (e.g., learning KPIs, ROI, employee growth).

• Monitor learning effectiveness using data and analytics to drive continuous improvement.

• Present insights and reports to executive leadership and recommend strategic actions.

Team Leadership

• Lead and mentor a team of L&D professionals, learning architects, and facilitators.

• Foster a high-performance, learner-centric team culture.

• Manage budgets, vendor relationships, and cross-functional project teams.

Knowledge Management (Optional if included)

• Implement systems and practices for knowledge capture, sharing, and reuse.

• Promote collaboration and access to institutional knowledge through digital platforms and communities of practice.

Qualifications:

• 10+ years of progressive experience in Learning & Development, with at least 3-5 years in a leadership role.

• Proven experience developing and implementing enterprise L&D strategies.

• Strong understanding of adult learning principles, instructional design, and digital learning platforms (e.g., LMS, LXP).

• Experience with learning analytics, capability frameworks, and organizational development.

• Excellent communication, leadership, and stakeholder management skills.

• Bachelor's degree required; Master's degree in HR, Education, Organizational Development, or related field preferred.