Manager/Senior Manager

3 days ago

Hyderabad, Telangana, India Shriram Life Insurance Full time ₹ 1,20,000 - ₹ 2,40,000 per year

Job Title: Manager / Senior Manager – Training & Development

Department: Training

Location: Hyderabad Call Centre

Reports To: AGM/ Head - Operations

Experience Required: Minimum 7+ years in training, with at least 2–3 years in a managerial capacity (preferably in life insurance & call centre domain)

Job Summary:

We are seeking a proactive and experienced Manager/Senior Manager – Training & Development to lead the training function at our Hyderabad Call Centre. The ideal candidate will have deep expertise in life insurance training, strong leadership capabilities, and hands-on experience managing training teams in a BPO or call centre environment.

This role involves strategic planning, execution, monitoring, and continuous enhancement of training initiatives aimed at boosting business performance, ensuring regulatory compliance, and driving skill development across all operational levels.

Key Responsibilities:

  • Training Strategy & Leadership-Define and implement the training roadmap in alignment with business goals.
  • Lead, mentor, and manage a team
  • Collaborate with business leaders, quality, compliance, and HR to assess and address training needs.
  • Training Operations Management-Oversee end-to-end delivery of training programs including new hire, process, product, and refresher trainings.
  • Manage training schedules, nesting support, batch readiness, and floor deployment.
  • Ensure all training content is current, relevant, and compliant.
  • Quality & Compliance-Ensure adherence to IRDAI regulations and internal compliance standards.
  • Track training effectiveness using KPIs such as throughput, post-training performance, call quality, and sales/service metrics.
  • Create feedback loops with operations and quality to enhance training effectiveness.
  • Content & Process Development-Supervise creation and standardization of training materials, SOPs, and digital learning assets.
  • Utilize tools such as LMS, dashboards, and data analytics for tracking progress and driving improvements.
  • Stakeholder Management & Reporting-Act as a key liaison between Training and other business functions.
  • Present regular training performance reports and insights to senior leadership.
  • Support client interactions and external/internal audits pertaining to training.

Key Skills & Qualifications:

  • Graduate/Postgraduate in any discipline (IRDAI certification preferred).
  • Minimum 7+ years in training and development, with 2–3 years in a managerial role.
  • Proven experience in life insurance, sales training, and call centre/BPO operations.
  • Strong leadership, coaching, and people management capabilities.
  • Excellent communication skills in English, Telugu and Hindi, with strong facilitation and interpersonal abilities; multilingual capability is an added advantage.
  • Analytical and data-driven approach to tracking and improving training effectiveness.
  • Proficiency in MS Office, Learning Management Systems (LMS), and training analytics tools.
  • Ability to manage multiple projects and meet tight timelines.

Preferred Attributes:

  • High emotional intelligence and strong people leadership.
  • Passion for developing talent and building a learning culture.
  • Agile, collaborative, and adaptable to evolving business needs.
  • Willingness to work flexible hours based on training demands.

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