Learning & Development Manager

TDCX Malaysia; Kuala Lumpur; Hybrid; MYR 90,000 - 130,000; Full time

Benefits offered by this job

Medical

Miscellaneous allowance

Dental

Vision

Incentive, Bonus and Commission Plan

Life-long Learning

Job summary

TDCX Malaysia is seeking an experienced Learning and Development Manager to lead and grow the training and quality teams in our Kuala Lumpur hub. You will align L&D initiatives with client requirements, drive certifications, and optimize workflows across all lines of business.

Expect a dynamic, fast-paced environment with strong focus on process improvements, coaching, and performance reviews. We offer flexible work arrangements and a global career path within a leading BPO company.

Qualifications

• Local Malaysian candidate required with SPM or higher.
• Must have L&D manager experience in a BPO contact center.
• English proficiency at CEFR C1 level.
• Strong analytics and operations management skills.

Responsibilities

• Drive team goals and training certifications for trainers and quality leads.
• Manage workloads for training and quality teams and set up effective structures.
• Communicate with the client on daily operational training matters.
• Identify and deliver refresher training needs with operations teams.
• Develop in-depth knowledge of the client's training and quality processes.

Skills

L&D management

Team leadership

English proficiency

Operations management

Client focus

Education

SPM or higher

Job description

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.

Perks and benefits

Medical Miscellaneous allowance Dental Vision Incentive, Bonus and Commission Plan, Life-long Le

What can I earn as a Learning and Development Manager