Learning & Development Manager

TDCX; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Benefits offered by this job

Remuneration with benefits

Medical and social coverage

World-class workspaces

Flexible working arrangements

Coaching & mentoring from experts

Global award-winning employer

Job summary

TDCX is seeking an experienced L&D Manager to lead trainers and quality leads in Malaysia. You will develop systems, processes, and teams to achieve superior service levels and customer outcomes.

The role emphasizes strategic workload management, client liaison, and continuous improvement of training and quality processes. Local Malaysians with prior BPO leadership experience are encouraged to apply.

Qualifications

• Experience leading learning and development programs and teams.
• Strong analytical and operations management capabilities.
• Excellent written and verbal communication with clients.
• Proven ability to work under pressure in fast-paced environments.

Responsibilities

• Drive individual and team goals including training certifications and performance targets.
• Strategically manage workloads for quality and training teams and design supporting structures.
• Communicate with the client daily on training and quality matters.
• Identify refresher training needs and deliver effective programs.
• Develop in-depth knowledge of client training and quality processes (audits, calibrations, certifications).
• Suggest improvements to processes and collaborate on new launches with quality impact.
• Provide timely reviews and professional development for team members.
• Support the team with training delivery and quality review work.
• Facilitate regular team meetings and ensure clear day-to-day operations.

Skills

L&D management

Team leadership

Client communication

Analytical skills

Education

SPM or higher

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

At TDCX, we believe that every career move should propel you forward. Work alongside innovative teams, support the growth of the world’s most forward-thinking brands, and explore what’s possible when human expertise meets technology. Together, we’ll enable the future — starting with yours.

Top reasons to work with TDCX

Attractive remuneration and great perks

Comprehensive medical, insurance, and social security coverage

World-class workspaces

Engaging activities and recognition programs

Strong learning and development plans for your career growth

Positive work culture that enables your future

Easy-to-access location with direct public transport links

Flexible working arrangements

Coaching and mentoring from experts in your field

Join a global company, winner of hundreds of industry awards

What is your mission?

This role is to actively manage, lead, innovate, motivate, and develop a team of trainers and/or quality leads. The role is involved in developing systems, processes, and team members to achieve superior levels of service.

Key responsibilities

Drive individual and team goals, including but not limited to training certifications for trainers, deadlines for training remediations, review targets for quality leads, and all other relevant team metrics.

Strategically manage the workload and workflows for both quality and training teams and set up the right organizational structures to support all lines of business and workflows.

Proactively communicate with the client on daily operational matters relating to training and quality.

Partner with operational teams to ensure that refresher training needs are identified and delivered.

Become a customer experience expert partner to the client by developing in-depth knowledge on the client's training and quality processes (audits, calibrations, certifications, etc.).

Proactively suggest improvements to those processes and closely collaborate and provide feedback on new launches or process changes with a potential impact to quality or training.

Provide timely team member reviews and handle all team member professional development.

Provide support to the team at all times, including the delivery of training for trainers and completion of quality review work for quality leads.

Facilitate regular team meetings to ensure updates are delivered consistently and staff have an input into day-to-day operations.

Any additional responsibilities as business needs dictate.

Who are we looking for?

Open to local Malaysians only.

Accept SPM and above.

Must have L&D manager experience.

Proficiency in English at the CEFR C1 level mastery.

Strong analytical and operations management skills.

Strong client focus with superior written and verbal communication skills.

Ability to work under pressure in a fast-paced environment with limited structure.

External candidates require 2 years of prior team management experience in a BPO contact center in a similar role.

About TDCX

Singapore-headquartered TDCX is a leading global business process outsourcing (BPO) company that provides customer experience (CX) solutions, sales and digital marketing services, and content moderation for clients across various industries. These include digital advertising and social media, e-commerce, fintech, gaming, healthtech, media, technology and, travel and hospitality.

With a focus on helping companies enable the future, TDCX’s smart, scalable approach—driven by innovation and operational precision—positions it as a key partner for companies targeting tangible outcomes. With more than 20,000 employees across 37 locations worldwide, TDCX provides its clients with comprehensive coverage in Asia, Europe and the United States. For more information, please visit www.tdcx.com.