About the Role
The Assistant Manager Training (Capability Development) is a strategic learning leadership role embedded within the FIS Banking CC Training Operations team. This role is responsible for designing, implementing and sustaining a world-class training ecosystem for a US Banking project, covering the full employee lifecycle from onboarding through to production excellence.
The successful candidate will operate as a trusted partner to both internal stakeholders and the client, driving measurable performance outcomes through innovative, learner-centric training solutions.
Roles & Responsibilities
Training Strategy & Framework
- Strategize, conceptualize and implement a strategic learning framework, automation initiatives and improvement projects to consistently deliver against client metrics and business value.
- Design and implement end-to-end learning architecture as a seasoned learning leader, covering process, tools and people capability.
- Create structured processes that enable training interventions across the full employee lifecycle from hiring through to sustained production performance.
- Drive timely review and optimization of training curriculum, integrating digital learning to enhance efficiency and scale.
- Ensure the Training framework is robust, performance-oriented, and supports effective management of agent productivity.
Learning Experience & Innovation
- Improve learning and learner experience through innovation, bringing industry standards and best practices into delivery.
- Partner with cross-functional teams to bring new learning initiatives to life and embed them into day-to-day operations.
- Champion a culture of Excellence and Best-in-Class performance across business units, working collaboratively to deliver best practices for the customer.
Client & Stakeholder Engagement
- Work closely with the Client to deeply understand their products and services, then design and customize training content and delivery to ensure efficient knowledge transfer.
- Plan and organize training needs for both existing and new business, always ensuring readiness.
- Develop and implement a standard training methodology including guidelines, policies and procedures.
Training Delivery
- Manage end-to-end new hire training (culture and process training) alongside ongoing refresher training for production teams.
People & Team Delivery
- Manage team resources efficiently across peaks and troughs in the business cycle; develop resource plans and contingency strategies.
- Manage the performance of all direct reports through the formal performance management system including annual goal-setting and monthly reviews.
- Own and drive Succession Planning for the training team.
- Identify individual and team development needs and work with relevant partners to optimize learning and growth opportunities.
- Plan and execute upskilling initiatives to ensure the team meets evolving business and industry standards.
- Foster a culture of customer experience, continuous learning and innovation across the team.
Required Skills & Competencies
Core Skills
Behavioral Competencies
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint)
Excellent communication and presentation skills
Training design, planning and execution
Self-driven, assertive and proactive
Strong interpersonal and analytical skills
Ability to perform and make decisions in high-pressure environments
Experience in leading client interactions
Ability to proactively identify current and future business needs
Experience working with multi-level stakeholders
Strong collaboration and cross-functional partnering skills
US Banking / financial services domain knowledge preferred
Change leadership and innovation mindset
Experience & Qualification
- 712 years of experience in Training & Development within a BPO or Contact Centre environment, with at least 35 years in a managerial capacity.
- Proven track record managing multi-site or multi-geography training operations.
- Strong background in Banking, Financial Services, or BFSI process training US banking exposure is a significant advantage.
- Experience designing and managing structured certification programs including Pre/Post Assessments and nesting-stage evaluations.
- Demonstrated ability to build and execute cross-skilling and up-skilling frameworks across complex product lines.
- Graduate degree in any discipline; post-graduate qualification in HR, Learning & Development, or Business is desirable.
