Job Summary

Success Measures / KPIs include but not limited to the following:

• Training effectiveness and operational readiness metrics
• Trainer, agent, and overall program attrition rates
• Speed to proficiency and training efficiency improvements
• Engagement and performance scores across training teams
• Compliance with company and client performance metrics

Key Responsibilities

• Provide strategic direction and leadership for the Learning and Development function, ensuring alignment with company goals and client expectations
• Lead, mentor, and develop training managers and senior training leaders to build a high-performing, scalable training organization

• Establish governance, standards, and best practices for training delivery, evaluation, and continuous improvement
• Serve as a senior advisor to operations and executive leadership on training strategy and workforce readiness

Training Operations & Delivery Oversight

• Oversee all aspects of training delivery across programs, ensuring consistency, quality, and compliance with company and client standards
• Ensure training solutions effectively address performance gaps and support operational readiness at scale
• Monitor training capacity planning, resource allocation, and readiness to support business growth and transitions

Process Improvement & Operational Excellence

• Drive the design, implementation, and optimization of training processes to improve efficiency, accuracy, and speed to proficiency
• Leverage systems, data, and performance insights to continuously improve training operations and outcomes
• Lead cross-functional initiatives to streamline workflows and enhance bottom-line results through improved training effectiveness

Stakeholder & Client Partnership

• Partner closely with Operations, Quality, HR, Workforce, and clients to resolve complex training-related issues
• Translate business and client requirements into scalable training strategies and execution plans
• Represent the Learning and Development function in senior leadership and client-facing discussions

Performance Management, Metrics & Accountability

• Own and manage key training performance metrics, including training effectiveness, readiness, throughput, and quality outcomes
• Maintain accountability for training-related attrition, including trainers, agents, and overall program attrition