Learning and Development Manager

Role overview

Training needs and planning

• Assess training needs across Business Services and identify capability gaps using performance, client feedback, QA findings, and business requirements.
• Develop annual and quarterly training plans and maintain training requirements by role and function.

Onboarding and functional training

• Develop and deliver induction programs; coordinate role-specific onboarding and maintain completion records.
• Coordinate process-specific training and ensure employees understand relevant SOPs, SLAs, KPIs, and client requirements.
• Update training when processes, contracts, or client requirements change and maintain standardized materials.

Business and service training

• Train Recruitment teams in sourcing, screening, interviewing, candidate management, and client requirements.
• Train Business Development and Account Management teams in prospecting, client engagement, sales communication, opportunity management, cross-selling, upselling, and account growth.
• Train customer service and call center teams in call handling, communication, complaint management, and service standards.

Development and effectiveness

• Deliver soft-skills and leadership development and provide coaching to Process Managers, Coordinators, and other key employees.
• Conduct pre- and post-training assessments where applicable, track attendance and outcomes, identify coaching needs, and report training effectiveness.
• Maintain training calendars, records, reports, and dashboards; incorporate feedback and performance data into continuous improvement.

Qualifications

• Bachelor's degree in Human Resources, Business Administration, Learning & Development, Education, or a related field.
• At least 7 years of relevant experience in training, learning and development, capability building, or operational training.
• Professional training or facilitation certification is preferred.
• Experience in staffing, outsourcing, customer service, call center, recruitment, or business services is preferred.
• Strong facilitation, presentation, communication, planning, coordination, and stakeholder-management skills.
• Experience developing modules, assessments, and learning materials; understanding of adult learning principles and workplace training.
• Ability to conduct needs analysis, measure effectiveness, use performance data and feedback, and collaborate with business and operations stakeholders.

Key result areas