Learning and Development (L&D) Manager

Recruitment Criteria

1. Required Experience:

• Minimum 2-4 years in Learning & Development, Training Management, or Capability Building, preferably in a contact center or high-volume customer service environment.
  
• Proven experience in training design, delivery, and team leadership.
  

2. Required Education:

• Bachelor’s degree in Education, Organizational Development, Communication, or a related field.
  
• Professional certifications in L&D (e.g., CIPD, ATD) are a strong advantage.
  

3. Required Skills:

• Strong instructional design and facilitation skills
  
• Excellent communication and interpersonal abilities
  
• Strong organizational, planning, and reporting skills
  
• Proficiency in MS Office, LMS platforms, and e-learning tools
  
• Strategic thinking and the ability to translate operational needs into learning interventions
  
• Collaborative mindset with the ability to work across functions and levels
  

1. Lead the strategic planning and execution of capacity-building initiatives for all operational staff:
   • Customer Service Executives (CSEs)
     
   • Account Managers (AMs)
     
   • Quality Assurance Officers (QAs)
     
   • Trainers
     
   • Service Delivery Managers (SDMs)
     
2. Design and deliver preparatory onboarding programs for all new joiners, ensuring role-specific, system-specific, and soft-skill readiness.
   
3. Develop and implement refresher training modules based on performance reviews, QA feedback, and evolving campaign needs.
   
4. Design and execute training programs related to any new or updated campaign content, ensuring alignment with client expectations and internal delivery standards.
   
5. Lead training initiatives on new or updated operational processes, whether campaign-specific or generic, ensuring consistent understanding and application across all levels.
   
6. Develop and roll out training on KATI CRM updates or implementations, whether campaign-specific or system-wide, in coordination with the Projects or CRM support teams.
   
7. Collaborate with the QA and Service Delivery teams to identify performance gaps and translate these into actionable training programs.
   
8. Supervise and mentor Trainers to ensure consistent delivery quality, proper documentation, and training effectiveness.
   
9. Maintain a repository of all training materials, guides, manuals, and learning resources, ensuring they are current and accessible.
   
10. Introduce blended learning approaches (in-person, e-learning, microlearning) to improve accessibility and retention.
    
11. Conduct regular Training Needs Analysis (TNA) and Learning Impact Assessments, reporting progress and recommendations to the Head of Operations.
    
12. Evaluate training sessions through feedback surveys, performance trends, and post-training assessments to ensure effectiveness.
    
13. Collaborate with HR in supporting career development, succession planning, and performance improvement initiatives.
    
14. Contribute to building a learning culture across the organization through periodic learning events, coaching sessions, and best practice sharing.
    

Administrative Duties

1. Propose and manage annual, quarterly, and monthly L&D plans and KPIs, aligned with operational priorities and performance objectives.
   
2. Maintain detailed records of all training sessions, attendance, assessments, and improvement actions.
   
3. Prepare monthly reports and dashboards for the Head of Operations, summarizing training performance, feedback, impact, and resource needs.
   
4. Ensure L&D activities are aligned with client SLAs, internal SOPs, and compliance standards.
   
5. Coordinate with cross-functional teams (HR, Projects, QA, IT, and SD) to ensure the timely roll-out of learning initiatives related to new projects or client implementations.
   
6. Continuously benchmark and incorporate industry best practices in contact center learning and development.