Training Manager

Roles & ResponsibilitiesDevelop and execute the training strategy aligned with business and client objectives.Manage end-to-end new hire training, onboarding, nesting, and certification programs.Conduct Training Needs Analysis (TNA) to identify skill and performance gaps.Design and implement process, product, behavioral, communication, and leadership training programs.Drive learning interventions to improve operational metrics such as CSAT, FCR, Quality, Productivity, and AHT.Lead, coach, and develop a team of Trainers, Lead Trainers, and Training Managers.Monitor training effectiveness and drive continuous improvement through data-driven interventions.Manage training governance, compliance requirements, audits, and knowledge management processes.Track, analyze, and present training KPIs and business impact metrics to stakeholders.Ensure seamless implementation of process updates, change initiatives, and client requirements.Drive adoption of digital learning platforms, LMS tools, AI Adoption, and innovative learning methodologies.Support talent development, succession planning, and frontline leadership development programs.Manage stakeholder relationships and represent the Training function in internal and client governance forums.Plan and optimize training resources, capacity, and budgets to meet business requirements.Knowledge of Six Sigma and process improvement frameworks (Yellow Belt/Green Belt preferred).Understanding of training evaluation models such as Kirkpatrick's Four Levels and ROI-based learning measurement methodologies.Experience in evaluating training effectiveness through operational, quality, customer, and business performance metrics.Should be well versed with the BEST T&D activities & support internal and external auditsKey Success MeasuresTraining Throughput & Certification RatesTime to Productivity / Speed to CompetencyTraining Effectiveness ScoresQuality, Productivity, and CSAT ImprovementsReduction in Early Life AttritionStakeholder & Client SatisfactionTrainer Capability and Team DevelopmentBusiness Impact and ROI of Learning InterventionsIf interested, please share your resume at Lovisha.ahluwalia@teleperformancedibs.com