Senior Manager – Training

blackwhite; Chennai District; On-site; INR 1,500,000 - 1,700,000; Full time

Job summary

blackwhite in Chennai is seeking a Senior Manager – Training to oversee training operations across two sites with 850–900 FTEs. You will plan and manage New Hire and Refresher training batches, and review training materials and content.

Define KRAs, monitor trainer performance against production and quality metrics, and design client-specific programs, scripts and SOPs. You will track training effectiveness with dashboards and MBR/WBR reports and collaborate with clients and project teams.

Qualifications

• 10–12 years total experience with leadership in training.
• 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.

Skills

Training Operations

Inbound & Outbound Voice

Team Management

New Hire & Refresher Training

Training Needs Analysis

Client & Stakeholder Management

Trainer Development

Strong Communication Skills

Education

Bachelor’s degree

Job description

Job Title

Senior Manager – Training

Education Qualification

Bachelor’s Degree

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.

Location : Chennai

CTC Range : 15lpa – 17lpa

Notice Period : Immediate to 30 Days preferred

Mode of Interview : Virtual

Shift Timing : Australian Shift

Mode of Work : Work From Office