Learning and Development (L&D) Manager

Position Objective:

To lead and oversee the end-to-end capacity building function within Operations, ensuring that all team members—including CSEs, Account Managers, Quality Assurance Officers, Trainers, and Service Delivery Managers—are equipped with the knowledge, tools, and skills required to perform their roles effectively. This includes designing, delivering, and evaluating onboarding, refresher, system, and process-related trainings, in alignment with organizational goals and continuous improvement needs.

Specialized Duties

Lead the strategic planning and execution of capacity-building initiatives for all operational staff:

Customer Service Executives (CSEs)

Account Managers (AMs)

Quality Assurance Officers (QAs)

Trainers

Service Delivery Managers (SDMs)

Design and deliver preparatory onboarding programs for all new joiners, ensuring role-specific, system-specific, and soft-skill readiness.

Develop and implement refresher training modules based on performance reviews, QA feedback, and evolving campaign needs.

Design and execute training programs related to any new or updated campaign content, ensuring alignment with client expectations and internal delivery standards.

Lead training initiatives on new or updated operational processes, whether campaign-specific or generic, ensuring consistent understanding and application across all levels.

Develop and roll out training on KATI CRM updates or implementations, whether campaign-specific or system-wide, in coordination with the Projects or CRM support teams.

Collaborate with the QA and Service Delivery teams to identify performance gaps and translate these into actionable training programs.

Supervise and mentor Trainers to ensure consistent delivery quality, proper documentation, and training effectiveness.

Maintain a repository of all training materials, guides, manuals, and learning resources, ensuring they are current and accessible.

Introduce blended learning approaches (in-person, e-learning, microlearning) to improve accessibility and retention.

Industries:Management Consulting

Function: Others