Manager - Learning Services

TELUS Digital; Dadri; Presencial; INR 700.000 - 900.000; Jornada completa

Descripción de la vacante

TELUS Digital India seeks a Learning Services Manager to co-drive the performance of the LS teams and allocate resources for training programs. You will help develop curricula, ensure service quality, and support on-boarding for ramp and BAU requirements.

Your role includes driving cross-department collaboration, maintaining global training standards, and delivering timely analytics to operations. The position requires strong leadership and the ability to work with teams across regions.

Formación

• Strong leadership & management.
• Creativity and innovation.
• Presentation skills.
• Analytical skills.
• Organizational skills.
• Effective decision-making & problem-solving.
• Results-oriented and able to report results.
• Ability to work with teams across multiple regions.

Responsabilidades

• Encourages collaboration between departments to contribute to the business strategy.
• Ensures training activities are updated and performed in a timely manner.
• Adopts and drives global standards for training.
• Actively participates in internal and external meetings (WBR, MBR, QBR, YBR).
• Manages client relations to align training standards.
• Supports the development of analytics for the operations team.
• Plans development and engagement activities for the team.
• Coordinates with Workforce in scheduling of new hire classes and cross-training.
• Coordinates resource use for LS and CE to support operations.
• Communicates with recruitment to update profiles.
• Owns Training Attrition by creating and executing action plans.
• Drives new hire and throughput training effectiveness.
• Coordinates with stakeholders to develop training strategies accordingly.
• Owns throughput and speed to proficiency.

Conocimientos

Leadership

Management

Creativity

Innovation

Presentation skills

Analytical skills

Organizational skills

Decision-making

Problem-solving

Cross-regional collaboration

Educación

Bachelor's degree

Herramientas

MS Office

Descripción del empleo

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace.

Description

The Learning Services Manager will be co-responsible with the operation for the professionaland optimum performance of the LS teams; is also responsible for allocating the requiredresources for developing the training programs. Must support the creation of training curriculumand ensure the quality of service and training delivery of the LS team. Reviews & approvesrecommendations to support our Operations and Clients. Manages a profile of competencies tobe developed for LS Team Leaders and LSS, and implements SMART career plans for each oftheir team members to ensure maximum development, client, and operational output. Supports onboarding of new hires during ramps and BAU requirements.

Main Responsibilities

• Encourages collaboration between departments to contribute to the business strategy
• Ensures training activities are updated and performed in a timely manner
• Adopts and drives global standards for training
• Actively participates within internal and external meetings (WBR, MBR, QBR, YBR, etc)
• Manages client relations to align training standards
• Supports the development of effective and timely analytics to our operations team
• Plans development and engagement activities for the team
• Coordinates with Workforce in the scheduling of new hire classes and cross-training
• Coordinates the best use of their resources for LS and CE to support the operations
• Coordinates and communicate with recruitment to ensure profiles are updated
• Owns Training Attrition by creating and executing action plans
• Drives new hire and recurrent training effectiveness results
• Coordinates with internal and external stakeholders to understand the training requirements and create training strategies accordingly
• Owns new hire throughput and speed to proficiency

Qualifications

• Strong leadership & management
• Creativity and innovation
• Presentation skills
• Analytical skills
• Organizational skills
• Effective Decision-making & problem-solving
• Results-oriented and have the ability to report them
• Ability to work with teams across multiple regions

Knowledge

• English - B2 or above: - Required
• Oral and written comprehension
• Appropriate use of language
• Strong verbal and written communication skills
• Intermediate to advanced level experience with MS Office applications, including budget management & reporting
• Brilliant Coaching or other coaching methodologies
• Feedback, learning and development techniques
• Customer excellence & quality knowledge

Eligibility Criteria

• Must be at a Sr.Team Leader Level position for at least 6 months
• Bachelor's degree in any field.
• Experience leading small to medium group of team members - Required
• Meeting or exceeding all metrics in your current role for the last 3 months
• 90% attendance for the last 6 months
• No active disciplinary processes
• Availability to work on site
• Schedule flexibility

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgement. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

About Company

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.

We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Equal Opportunity Employer Statement

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.