Scope of Responsibilities:
- Lead and develop high-performing L&D (Training & Quality) teams across multiple business lines
- Ensure training effectiveness, quality performance, and process improvement aligned with client and organizational goals
- Develop and implement SOPs, auditing frameworks, and calibration processes to maintain consistency and compliance
- Analyze Training and Quality data to identify gaps and improvement opportunities
- Plan, execute, and monitor training programs for new hires and existing staff to enhance skills and operational performance
- Govern and maintain compliance with client and quality standards
- Collaborate with internal and external stakeholders to deliver customer-focused and scalable L&D solutions
- Drive engagement, retention, and leadership development strategies within the team
- Review and enhance hiring, onboarding, and development processes for new team members
- Manage team performance, provide coaching, and oversee appraisals and career development
- Optimize resource planning, capacity management, and travel readiness for offshore training
- Align L&D goals with organizational objectives and maintain training records, QA reports, and performance dashboards
- Assist in preparation of offshore training strategy in terms of training methodology, duration and desirable outcomes
- Partner with Engagement Center Shared Services for smooth transition
- Remain flexible and responsive to evolving business needs and client requirements
- Participate in New BU Transitions and help design Training/Deployment Execution plan.
- Promote continuous learning by encouraging the adoption of innovative training technologies and fostering a culture of knowledge sharing across departments.
- Develop feedback mechanisms to assess training effectiveness and support ongoing improvement initiatives.
