Description

You will lead Learning & Development operations for Banking and Finance programs, specifically focusing on Auto clients.

Responsibilities

• Manage day-to-day training operations, including New Hire Training, Nesting, and BQM delivery.
• Coach, develop, and manage the performance of Training Specialists and Virtual Training Facilitators.
• Own the Virtual Training Facilitator (VTF) program and certification process.
• Execute needs and gap analyses to improve training content, context, and curriculum.
• Manage budgetary compliance, resource planning, and headcount ratios.
• Monitor and improve KPIs related to throughput, new hire attrition, and CLS cycles.
• Collaborate with Service Delivery and Quality teams to address program gaps.
• Report on client-related billable and non-billable metrics and ensure audit compliance.

Required Skills

• 5+ years of experience in BPO environments.
• Proven experience in team management and development.
• Experience managing virtual training setups.
• Ability to conduct learner, context, and needs analysis for problem-solving.
• Advanced proficiency in MS Office, including Word, Outlook, Excel, and PowerPoint.
• Strong business communication, presentation, and negotiation skills.
• Bachelor's degree in Economics, Finance, Engineering, Business Management, or Education.

Preferred Skills

• Hands-on experience in operations management and process improvement.
• Multilingual skillset.

Key Skills

Education

Any Gradute