Learning and Development Manager

About the role

The Manager – Training & Capability Development builds and improves employee capabilities across Business Services through structured training, onboarding, refresher programs and role-based development. The role supports all Business Services verticals and centralized teams by identifying capability gaps, designing practical training programs and measuring training effectiveness across recruitment, business development, account management, customer service, call center operations, soft skills and functional skills.

Key responsibilities

• Conduct training needs assessments, identify capability gaps and develop annual and quarterly training plans by role and function.
• Design and deliver induction programs for new Business Services employees and coordinate role-specific onboarding with unit heads and functional managers.
• Train recruitment teams on sourcing, screening, interviewing and candidate management, and run refresher sessions.
• Train business development and account management teams on prospecting, client engagement, cross-selling, upselling and negotiation, with coaching and refresher sessions.
• Deliver customer service and call center training, including complaint management and service standards, based on QA findings and client feedback.
• Run soft skills and leadership development, including coaching for Process Managers, Coordinators and other key employees.
• Coordinate process-specific training with unit heads and process managers, ensuring staff understand SOPs, SLAs and KPIs, and keep standardized training materials.
• Run pre- and post-training assessments, track attendance and completion, report effectiveness to management and maintain training calendars and records.
• Review and improve training content regularly, incorporating QA findings, client feedback and performance data, and benchmark practices.

Required profile

• Bachelor's degree in Human Resources, Business Administration, Learning & Development, Education or a related field.
• 7+ years of experience in training, learning and development, capability building or operational training.
• Experience in staffing, outsourcing, customer service, call center, recruitment or business services preferred.
• Ability to work closely with Recruitment, Business Development, Operations, QA/QC and unit heads.

Required skills

• Strong facilitation, presentation and communication skills.
• Experience developing training modules, assessments and learning materials.
• Understanding of adult learning principles and ability to conduct training needs analysis and measure effectiveness.
• Planning, coordination and stakeholder-management skills.
• Professional training or facilitation certification preferred.