Learning and Development Manager

The Manager of Learning and Development (L&D) is responsible for designing, implementing, and managing training programs and initiatives within the organization to enhance the skills, knowledge, and capabilities of employees. In a fast-paced BPO environment, this role focuses on developing training strategies to improve service delivery, client satisfaction, employee performance, and overall organizational success. The Manager will work closely with department heads to align training programs with business objectives and ensure continuous learning and development at all levels of the organization.

Learning & Development Strategy:

• Develop, implement, and manage a comprehensive L&D strategy that aligns with business goals and client requirements.
• Design learning programs focused on enhancing employee capabilities in areas such as customer service, technical support, leadership, and soft skills.
• Continuously assess and update training programs to meet changing business needs and industry trends.

Training Program Development:

• Lead the development of various learning programs, including onboarding, role-specific training, leadership development, and professional growth.
• Collaborate with internal stakeholders (e.g., operations, HR, IT) to identify training needs and design targeted interventions.
• Develop e-learning modules, workshops, seminars, and hands-on training sessions that cater to diverse learning styles.

Performance Improvement:

• Analyze performance gaps and propose training solutions to improve individual and team performance.
• Use data analytics and KPIs to measure the effectiveness of training programs and make adjustments where necessary.
• Drive the development of a culture of continuous improvement through coaching, mentorship, and regular training updates.

Team Leadership:

• Manage a team of L&D specialists and trainers
• Oversee the scheduling and delivery of training programs to ensure consistency and efficiency.
• Provide guidance, feedback, and professional development opportunities to the L&D team.

Training Technology & Tools:

• Leverage the latest technology and tools (e.g., LMS, e-learning platforms) to enhance training delivery and learner engagement.
• Evaluate and implement training technologies that drive interactive and innovative learning experiences.

Compliance & Standards:

• Ensure all training programs comply with industry standards and regulations, especially in handling client information and customer service protocols.
• Maintain accurate training records and documentation, ensuring compliance with internal and external audits.

Stakeholder Management:

• Serve as the primary point of contact for training-related queries and needs from internal teams and clients.
• Build strong relationships with leadership, operations teams, and external partners to ensure the alignment of training with business priorities.

Education:

• Bachelor’s degree in Human Resources, Organizational Development, Education, Business Administration, or a related field.
• Master’s degree or relevant certification (e.g., CPLP, SHRM) preferred.

Experience:

• 5-7 years of experience in Learning and Development, with at least 3 years in a leadership role, preferably within the BPO industry or a similar fast-paced environment.
• Proven experience designing and delivering effective training programs (both online and in-person).
• Experience managing a team of trainers and L&D professionals.

Skills & Competencies:

• Strong understanding of BPO industry dynamics, customer service operations, and client management requirements.
• Excellent instructional design and facilitation skills, with the ability to engage learners at all levels.
• Data-driven approach to measuring training effectiveness and identifying opportunities for improvement.
• Proficiency in using Learning Management Systems (LMS) and e-learning tools.
• Excellent communication, leadership, and project management skills.
• Ability to work cross-functionally and adapt to the fast-changing nature of a BPO environment.

Personal Attributes:

• Strong leadership presence with the ability to influence and motivate teams.
• Detail-oriented, organized, and able to manage multiple projects simultaneously.
• Ability to think strategically while being hands-on in program delivery.

• Improvement in employee performance and productivity metrics.
• Training completion rates and feedback scores from employees and supervisors.
• Reduction in performance gaps and improved client satisfaction scores.
• Successful onboarding and ramp-up times for new hires.
• Implementation of innovative learning programs and tools.