Senior Manager – Training

Black & White; Chennai District; On-site; INR 1,500,000 - 2,300,000; Full time

Job summary

Black & White is seeking an experienced Training Manager to oversee operations across two sites, handling end-to-end training for 850–900 FTEs. You will plan New Hire and Refresher programs, refresh content, and define KRAs while ensuring alignment with quality metrics and client expectations.

The role requires international experience and strong program design skills to deliver client-specific trainings, dashboards, and actionable reports.

Qualifications

• 10–12 years overall experience with 4–6 years in a managerial/training leadership role.
• 5–7 years of international experience is mandatory.

Responsibilities

• Manage training operations across 2 sites with a span of 850–900 FTEs.
• Plan and manage New Hire and Refresher training batches.
• Review, update and develop training materials and content.
• Define KRAs and review trainer performance against production and quality metrics.
• Govern initial training covering customer service, communication, listening, de-escalation and process guidelines.
• Develop refresher training plans based on Training Needs Analysis and QA trends.
• Design client-specific training programs, scripts, SOPs and cross-training materials.
• Track training effectiveness and implement corrective training interventions.
• Manage and develop trainers for process and OJT requirements.
• Prepare training plans, dashboards, reports and MBR/WBR presentations.
• Work closely with clients, Project Managers and internal stakeholders to meet training goals and milestones.
• Ensure high standards of training quality, customer service and operational performance.

Job description

Relevant Experience :

10–12 years overall experience, including 4–6 years in a Managerial/Training leadership role. 5–7 years of International Experience is mandatory.

Must Have Skills :

• Training Operations
• Inbound & Outbound Voice
• Team Management
• New Hire & Refresher Training
• Training Needs Analysis
• Client & Stakeholder Management
• Trainer Development
• Strong Communication Skills

Good Have Skills :

• Retail industry training experience
• Experience in developing training content, SOPs and scripts
• Knowledge of Quality/QA-driven training interventions
• Strong PowerPoint and reporting/dashboard skills
• Experience preparing MBR/WBR decks and training reports

Roles and Responsibilities :

• Manage training operations across 2 sites with a span of 850–900 FTEs.
• Plan and manage New Hire and Refresher training batches.
• Review, update and develop training materials and content.
• Define KRAs and review trainer performance against production and quality metrics.
• Govern initial training covering customer service, communication, listening, de-escalation and process guidelines.
• Develop refresher training plans based on Training Needs Analysis and QA trends.
• Design client-specific training programs, scripts, SOPs and cross-training materials.
• Track training effectiveness and implement corrective training interventions.
• Manage and develop trainers for process and OJT requirements.
• Prepare training plans, dashboards, reports and MBR/WBR presentations.
• Work closely with clients, Project Managers and internal stakeholders to meet training goals and milestones.
• Ensure high standards of training quality, customer service and operational performance.