Learning Leader

About the Role:

The Learning and Capability Development Lead will be responsible for strategizing, conceptualizing, and implementing a strategic learning framework, automation initiatives, and improvement projects to support consistent delivery of client metrics and value to the business.

This role involves managing onshore and offshore training teams for diverse businesses, championing customer experience, cost, and compliance goals for the organization, and partnering with various stakeholders to create value for clients and the organization.

The Learning and Capability Development Lead will also champion the FSL values, which are at the core of our organizational culture.

Key Responsibilities:

• Design and implement end-to-end learning architecture in a Contact Centre environment
• Proactively identify trends, produce root cause analysis, and provide solutions
• Innovate and improve processes to enhance client delivery, reduce costs through process improvement and automation, and improve learning and learner experience through innovation
• Implement industry tools such as AI, RPA, ML, and application to improve the customer journey and learning experience
• Create processes to enable Training interventions and practices across the lifecycle of an employee - from hiring to production
• Lead project delivery teams through the adoption of PE principles, practices, tools, and techniques to ensure expected outcomes
• Collaborate with Ops, Process Excellence, Analytics to deliver key business outcomes, manage compliance and business risk for all accounts, and stay in touch with industry standards of Training practices
• Partner on TNI creation and advisor improvement journey, use strategic tools like six sigma, lean, design thinking, and agile tools to stay ahead of competition, create a niche brand for the business and clients, and lead the Training function for migration of new businesses
• Manage a team of Sr. Managers & Managers for all clients in BFSI business, plan people development and succession planning, identify KSA and plan upskilling of the team, and create a culture of Customer experience, learning, and innovation across all levels
• Responsible for people's annual goals and month-on-month review, ensuring efficient knowledge transfer and retention

Required Skills and Qualifications:

• Seasoned learning leader with experience in designing and implementing end-to-end learning architecture in a Contact Centre environment
• Strong understanding of industry trends and best practices in learning and development
• Ability to innovate and improve processes to enhance client delivery, reduce costs, and improve learning and learner experience
• Experience in implementing industry tools such as AI, RPA, ML, and application to improve the customer journey and learning experience
• Strong leadership and management skills, with ability to lead cross-functional teams and drive results
• Excellent communication and interpersonal skills, with ability to partner with various stakeholders

Benefits:

This role offers a unique opportunity to join a dynamic organization and contribute to the growth and success of our business.

We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.

We are committed to creating a diverse and inclusive work environment, where everyone feels valued and supported.

About Us:

We are a leading organization in the industry, known for our commitment to excellence and innovation.

We have a strong reputation for delivering high-quality results and building long-lasting relationships with our clients and partners.

We are proud of our culture and values, which are at the heart of everything we do.

We believe in giving back to the community and making a positive impact on society.

Contact Information:

Please note that we do not accept applications by email or phone.

To apply for this role, please submit your resume and cover letter through our online portal.

We thank all applicants for their interest; however, only those selected for an interview will be contacted.