Role Overview
The L&D Manager/Head will lead the development and execution of learning and capability-building strategies that support the organization's workforce, business operations, and evolving business requirements. The role will oversee learning strategy, leadership development, onboarding, upskilling/reskilling, digital learning, AI-enabled learning solutions, and learning analytics, while ensuring programs deliver measurable business impact.
Given the organization's shared-services, staffing, outsourcing, and RPO environment, the ideal candidate should be comfortable managing learning programs across multiple business units, large employee populations, operational teams, and client-facing environments.
Key Responsibilities
- Lead the overall Learning & Development strategy aligned with organizational and business objectives.
- Develop annual L&D roadmaps, learning plans, competency frameworks, and capability-building programs.
- Conduct Training Needs Analysis (TNA) and identify skills and competency gaps across employees, teams, and business units.
- Design and implement upskilling and reskilling programs based on business requirements and emerging workforce skills.
- Lead new-hire onboarding, orientation, and employee integration programs.
- Develop and oversee technical, functional, behavioral, leadership, and management development programs.
- Build career development and continuous learning programs to support employee growth and internal mobility.
- Partner with HR, Talent Acquisition, Operations, business leaders, and clients to identify capability requirements.
- Manage and develop trainers, facilitators, learning specialists, and subject-matter experts.
- Oversee the development of training materials, facilitator guides, assessments, e-learning modules, and other learning resources.
- Implement and manage digital learning and blended learning programs.
- Manage enterprise learning platforms such as Coursera for Business, LinkedIn Learning, Udemy Business, LMS platforms, and similar solutions.
- Develop strategies to increase employee adoption and utilization of digital learning platforms.
- Leverage AI and generative AI tools to enhance learning content development, personalization, assessments, skills-gap analysis, and learning delivery.
- Identify opportunities to use AI to improve the efficiency, scalability, and personalization of L&D programs.
- Establish learning metrics and monitor training completion, learner engagement, assessment results, certification rates, knowledge retention, and program effectiveness.
- Develop L&D dashboards and analytics to provide insights to management.
- Evaluate training effectiveness using frameworks such as Kirkpatrick or equivalent methodologies.
- Measure the impact of learning programs on employee performance, productivity, quality, retention, and business outcomes.
- Manage L&D budgets, vendors, external training providers, and learning partnerships.
- Standardize L&D processes and learning programs across different teams and client accounts.
- Ensure learning programs support compliance, company policies, and client-specific requirements.
- Continuously research emerging trends in AI, digital learning, workforce skills, and learning technology and incorporate relevant solutions into the L&D strategy.
Qualifications
- Bachelor's degree in Psychology, Human Resources, Education, Organizational Development, Business Administration, or a related field.
- 5–10+ years of relevant experience in Learning & Development, Talent Development, Organizational Development, Training, or related HR functions for an L&D Head.
- 3+ years for an L&D Manager, with at least 2–3 years in a leadership or managerial capacity.
- Proven experience leading L&D teams, trainers, facilitators, or learning operations.
- Strong experience in Training Needs Analysis, instructional design, facilitation, competency development, and learning program management.
- Experience developing leadership, technical, functional, behavioral, and operational training programs.
- Experience managing high-volume workforce learning programs is highly preferred.
- Experience in BPO, shared services, staffing, outsourcing, RPO, telecommunications, technology, or other service-delivery environments is a strong advantage.
- Experience supporting multiple business units, accounts, or external clients is preferred.
- Strong knowledge of LMS, e-learning, blended learning, digital learning, and virtual training platforms.
- Experience with Coursera for Business or similar enterprise learning platforms.
- Experience leveraging AI/generative AI in Learning & Development is highly preferred.
- Strong understanding of learning analytics, skills-gap analysis, and program effectiveness measurement.
- Strong stakeholder management and executive presentation skills.
- Excellent communication, facilitation, project management, and people leadership skills.
