OPERATIONS TRAINING LEADER

IBM; Bengaluru; On-site; INR 4,500,000 - 6,500,000; Full time

Job summary

International Business Machines Corporation in Bengaluru seeks a senior learning leader to design and deploy end-to-end training frameworks. You will govern content, objectives and certification, and drive deployment roadmaps across accounts with governance and measurement at the core.

You will lead learning design, delivery and certification, enabling proficient performance through structured nesting, remediation and data-driven improvements.

Qualifications

• Bachelor's degree in any discipline; MBA or a relevant postgraduate qualification is preferred.
• 15+ years of experience across BPO operations, training, learning and development or service-delivery leadership, including substantial experience leading managers and/or direct reports.
• Experience establishing or transforming learning governance across multi-account, multi-site or multi-channel service environments.
• Hands-on expertise in training needs analysis, curriculum architecture, instructional design, facilitation, assessment, certification, nesting and performance transfer.
• Working knowledge of adult-learning principles, competency-based learning, blended delivery and learning evaluation methods; practical use of ADDIE or equivalent design discipline expected.
• Experience building measurable readiness gates and linking learning data to quality, productivity, compliance and customer outcomes.
• Ability to interpret client contracts, SOPs/DTPs, policy requirements and operational data, and translate them into role-based capability standards.
• Experience with learning management systems, knowledge platforms, enterprise workflow tools and analytical tools such as Power BI or equivalent is advantageous.

Responsibilities

• Design the end-to-end Operations Training and Capability Framework, including governance, standard methods, decision rights and minimum readiness requirements.
• Convert contracts, client SOPs/DTPs, controls, policies and role expectations into measurable learning objectives, curricula and proficiency standards.
• Create deployment roadmaps for new and existing accounts, covering discovery, content build, trainer readiness, learner certification, nesting and stabilisation.
• Establish document control and version governance for curricula, facilitator guides, learner materials, assessments, simulations and training evidence.
• Govern training needs analysis and instructional design across voice, chat, email and back-office processes, using role-based and risk-based prioritisation.
• Oversee classroom, virtual and blended delivery; ensure sufficient practice, scenario application, systems simulation and knowledge checks.
• Define assessment quality standards, pass criteria, retake rules, exception governance and certification evidence for production readiness.
• Build trainer and subject-matter-expert capability through selection, accreditation, observation, coaching and periodic recertification.
• Integrate training data with nesting, quality, productivity, compliance and employee-performance signals to identify capability gaps.
• Partner with Operations and Quality to establish structured nesting, floor support and post-training reinforcement until proficiency criteria are met.
• Lead root-cause analysis of learning-related performance gaps using 5 Whys, fishbone, Pareto and learner-data segmentation.
• Govern targeted remediation, refresher learning and knowledge interventions, including owners, due dates, effectiveness checks and sustainment reviews.

Skills

Training governance

Curriculum architecture

Instructional design

Certification management

Performance transfer

Education

Bachelor's Degree

Master's Degree (preferred)

Tools

Power BI

LMS / Knowledge platforms

Job description

Your Role and Responsibilities:

Build and deploy the framework

• Design the end-to-end Operations Training and Capability Framework, including governance, standard methods, decision rights and minimum readiness requirements.
• Convert contracts, client SOPs/DTPs, controls, policies and role expectations into measurable learning objectives, curricula and proficiency standards.
• Create deployment roadmaps for new and existing accounts, covering discovery, content build, trainer readiness, learner certification, nesting and stabilisation.
• Establish document control and version governance for curricula, facilitator guides, learner materials, assessments, simulations and training evidence.

Lead learning design, delivery and certification

• Govern training needs analysis and instructional design across voice, chat, email and back-office processes, using role-based and risk-based prioritisation.
• Oversee classroom, virtual and blended delivery; ensure sufficient practice, scenario application, systems simulation and knowledge checks.
• Define assessment quality standards, pass criteria, retake rules, exception governance and certification evidence for production readiness.
• Build trainer and subject-matter-expert capability through selection, accreditation, observation, coaching and periodic recertification.

Drive speed to proficiency and performance transfer

• Integrate training data with nesting, quality, productivity, compliance, complaint and employee-performance signals to identify capability gaps.
• Partner with Operations and Quality to establish structured nesting, floor support and post-training reinforcement until proficiency criteria are met.
• Lead root-cause analysis of learning-related performance gaps using 5 Whys, fishbone, Pareto and learner-data segmentation.
• Govern targeted remediation, refresher learning and knowledge interventions, including owners, due dates, effectiveness checks and sustainment reviews.

Govern measurement and executive reviews

• Define a balanced learning scorecard and KPI dictionary with calculation logic, data ownership, thresholds and drill-downs by site, account, role and cohort.
• Lead weekly, monthly and quarterly reviews; present readiness, risks, learning effectiveness, interventions and decisions required to delivery and client leadership.
• Distinguish activity measures, learning measures, behaviour transfer and business outcomes rather than relying on attendance or test scores alone.
• Track capability actions to closure and validate that reported improvement is supported by evidence from the operating environment.

Lead people capability and stakeholder alignment

• Lead, mentor and develop Training Managers, Process Trainers and local learning specialists across locations and accounts.
• Partner with Operations, Quality, Workforce Management, Technology, Risk/Compliance, HR and client teams to embed learning into workforce and change plans.
• Create capacity models for faculty, rooms, virtual delivery, systems access and production-support coverage aligned to hiring and transition demand.
• Act as the learning change leader for new tools, processes, policies and behaviours through communication, adoption tracking and feedback loops.

Success measures

The final KPI set should be tailored by service line, role complexity and client contract. The role is accountable for establishing measures across the following categories:

Category

Illustrative measures

Leadership intent

Readiness & proficiency

Certification pass rate, readiness exceptions, time to proficiency, nesting extension, speed to independent handling

Move people into production with verified capability and controlled risk.

Learning effectiveness

Pre/post assessment movement, simulation performance, knowledge retention, application checks

Confirm that learning creates usable skill, not only course completion.

Operational transfer

Early-life quality, productivity ramp, critical errors, repeat coaching, avoidable escalations

Connect training performance to measurable delivery outcomes.

Governance & compliance

Mandatory learning completion, evidence completeness, content currency, audit findings, overdue actions

Protect clients and the provider through reliable training controls.

Capability & adoption

Trainer certification, observation results, curriculum adoption, knowledge-gap closure, learner feedback

Build sustainable ownership and consistent learning delivery.

Operating governance

Cadence

Daily / intraday

Learner blockers, critical knowledge gaps, system or access issues

Training and Operations leads

Containment, owner and immediate action

Weekly

Cohort progress, certification, nesting, coaching and open actions

Account Training, Operations, Quality and WFM

Readiness pack and action log

Monthly

Proficiency trends, transfer gaps, curriculum health and faculty capability

Business and functional leadership

Management review and prioritised interventions

Quarterly

Client outcomes, framework maturity, strategic capability risks

Provider and client leadership

QBR narrative, decisions and roadmap

Annual

Learning strategy, standards refresh, capability and investment

Executive sponsors and Training leadership

Annual learning plan and objectives

Required Education:

Bachelor's Degree

Preferred Education:

Master's Degree

Required Technical and Professional Expertise:

• Bachelor's degree in any discipline; MBA or a relevant postgraduate qualification is preferred.
• 15+ years of experience across BPO operations, training, learning and development or service-delivery leadership, including substantial experience leading managers and/or direct reports.
• Demonstrated experience establishing or transforming learning governance across multi-account, multi-site or multi-channel service environments.
• Hands-on expertise in training needs analysis, curriculum architecture, instructional design, facilitation, assessment, certification, nesting and performance transfer.
• Working knowledge of adult-learning principles, competency-based learning, blended delivery and learning evaluation methods; practical use of ADDIE or equivalent design discipline expected.
• Experience building measurable readiness gates and linking learning data to quality, productivity, compliance and customer outcomes.
• Ability to interpret client contracts, SOPs/DTPs, policy requirements and operational data, and translate them into role-based capability standards.
• Experience with learning management systems, knowledge platforms, enterprise workflow tools and analytical tools such as Power BI or equivalent is advantageous.

Leadership competencies

Enterprise thinking

Learning architecture

Analytical judgement

Execution discipline

Change leadership

Client credibility

Decision rights and interfaces

• Owns: training framework, learning standards, curriculum architecture, assessment integrity, certification governance and learning reporting standards.
• Approves: material changes to curricula, assessment approaches, production-readiness criteria, trainer certification and training evidence protocols.
• Recommends: capability interventions, delivery-model improvements, technology investment and learning priorities to Operations and client leadership.
• Partners with: Operations Delivery, Quality, Workforce Management, Technology, Risk/Compliance, HR, Talent Acquisition and client stakeholders.
• Escalates: material readiness risk, control-training gaps, recurring early-life failure, ineffective remediation and unresolved cross-functional dependencies.

ROLE VALUE PROPOSITION

Build a learning system that makes readiness measurable, proficiency faster and performance sustainable across BPO operations.

Years of Experience: 15 - 17