Learning and Development Manager

About the Role

The Learning and Development Manager will oversee the design and execution of comprehensive training initiatives to enhance employee capabilities throughout Business Services. This involves orchestrating onboarding, refresher, and role-specific learning programs across various departments such as recruitment, sales, client management, customer support, and call center operations.

Key Responsibilities

• Perform routine analyses to identify training needs across all business service sectors, pinpointing skill gaps based on performance metrics, client and quality assurance feedback, plus evolving business demands.
• Devise and implement annual and quarterly training schedules aligned with corporate goals, maintaining role- and function-specific training prerequisites.
• Create and conduct structured induction sessions to help new hires assimilate company culture, policies, and service expectations in collaboration with department leaders.
• Develop recruitment team training covering sourcing, candidate evaluation, and client management to boost hiring quality and efficiency, including regular refresher programs addressing performance gaps.
• Design and deliver sales and account management training focusing on prospecting, negotiating, and account expansion strategies, complemented by ongoing coaching to enhance team effectiveness.
• Provide customer service and call center staff with training to elevate communication, complaint handling, and quality standards, guided by QA outcomes and client feedback.
• Conduct soft skills and leadership development sessions in areas like communication, teamwork, and time management, supporting supervisory staff and facilitating tailored development plans.
• Collaborate with unit heads to produce process-specific training materials ensuring clear understanding of SOPs, KPIs, and client requirements; update programs as situational demands evolve.
• Evaluate training impact through pre- and post-assessments, tracking participation, completion rates, and improvements to inform continuous learning strategies and management reporting.
• Manage a comprehensive training calendar and maintain meticulous records of attendance, assessments, and progress to ensure timely delivery and compliance.
• Continuously update training content based on business insights, performance analytics, and industry benchmarks to foster an environment of ongoing learning and development.

Performance Metrics (KRAs)

• Complete a minimum of 90% of the approved training plan within set deadlines.
• Ensure full onboarding compliance for all new Business Services hires.
• Provide structured role-specific training across all critical business verticals as scheduled.
• Achieve no less than 90% participation in mandatory training initiatives.
• Demonstrate measurable skill improvement post-training relative to baseline assessments.
• Conduct refresher training sessions promptly addressing all identified recurring capability gaps.
• Maintain an average training satisfaction score exceeding 85% or internal benchmarks.
• Keep training materials for core programs current and comprehensive.
• Submit complete monthly reports on training activities and outcomes punctually.
• Implement individualized development plans for high-potential and underperforming employees as identified.

Required Qualifications

• Bachelor's degree in Human Resources, Business Administration, Learning & Development, Education, or a closely related discipline.
• Professional certification in training or facilitation is advantageous.
• Minimum of seven years’ experience in training, learning & development, or operational training, preferably within staffing, outsourcing, customer service, call centers, or business services.
• Proven facilitation, presentation, and communication expertise.
• Competence in crafting training modules, assessments, and learning content.
• Solid grasp of adult learning theories and practical application in workplace training.
• Capability to analyze training requirements and evaluate program effectiveness.
• Collaborative skills to work effectively with recruitment, operations, QA/QC, and unit leadership teams.
• Excellent organizational, coordination, and stakeholder management capabilities.
• Ability to leverage performance data and feedback to identify training needs and recommend development actions.