OPERATIONS TRAINING LEADER
IBM (company site, opens in a new tab)15–17 yrsBengaluruOn-siteDirect career pageEst. 30–50 LPA
Posted 16h ago
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Job description
Structured overview of role & requirements
About This Role
- Design and implement a comprehensive Operations Training and Capability Framework converting client and contractual requirements into measurable learning objectives and curricula.
- Lead training delivery, assessment, certification, and post-training reinforcement to ensure speed to proficiency and transfer of learning into operational performance.
- Govern measurement frameworks and conduct executive reviews linking training effectiveness with operational outcomes, while leading and developing training teams and aligning with cross-functional stakeholders.
Minimum Requirements
- Bachelor's degree mandatory; Master's preferred.
- 15+ years experience in BPO operations, training, learning and development, or service-delivery leadership, including managing teams.
- Proven expertise in training needs analysis, curriculum design, assessment, certification, and performance transfer in multi-account, multi-site, or multi-channel service environments.
- Knowledge of adult-learning principles and relevant instructional design methodologies like ADDIE; familiarity with learning management systems and analytical tools such as Power BI is advantageous.
Ideal Candidate Profile
- Experienced in establishing or transforming learning governance across complex, multi-location BPO operations with measurable outcomes.
- Strong analytical and execution skills to connect training data with operational quality and productivity metrics for capability gap identification and remediation.
- Skilled in cross-functional stakeholder management and change leadership to embed learning into operations, ensuring controlled risk and sustainable performance.