Job Title: Assistant Manager L&D Specialist
Location: Mohali
Department: Learning & Development
Reports To: Manager – L&D
Job Summary
The Assisttant Manager L&D Specialist is responsible for designing, delivering, and managing the full spectrum of Learning & Development initiatives across the organization. This includes LMS administration, leadership development programs, content creation, training delivery, and end-to-end management of the annual L&D calendar. The role requires deep experience in L&D within the BPO/BPM industry and the ability to partner with leaders to enhance capability development and operational performance.
Key Responsibilities
1. Training Design & Delivery
- Design and deliver training for onboarding, soft skills, functional skills, and leadership development.
- Facilitate high-impact managerial and behavioural interventions tailored to BPO/BPM operations.
- Conduct virtual and classroom sessions for mid-management and senior associates.
- Ensure programs align with business goals, industry trends, and operational requirements.
2 . L&D Calendar Ownership
- Create, plan, and execute the annual L&D calendar for the organization.
- Coordinate with functional leaders, operations teams, and HRBPs to schedule, prioritize, and manage all learning initiatives.
- Drive organization-wide participation and ensure timely completion of all planned programs.
3. Training Needs Analysis & Evaluation
- Conduct organization-wide TNA in collaboration with operations, QA, HR, and senior management.
- Develop competency-based learning paths for employees across levels.
- Evaluate training impact using feedback, performance metrics, productivity measures, and business outcomes.
- Make data-driven recommendations for continuous improvement.
4. Mid-Management & Behavioural Development
- Design and deliver leadership development journeys for emerging leaders, team leaders, managers, and high-potential employees.
- Facilitate workshops on leadership, communication, coaching, performance management, conflict resolution, and team effectiveness.
- Support succession planning and talent development initiatives through targeted interventions.
5. Content Creation & Instructional Design
- Develop end-to-end training content including facilitator guides, participant manuals, job aids, e-learning modules, and assessments.
- Collaborate with SMEs to design process-specific or client-specific training materials for BPO/BPM operations.
- Ensure content follows adult learning principles and industry best practices.
6. Stakeholder Collaboration
- Partner with senior leadership, operations heads, and client teams to implement capability-building initiatives.
- Present L&D plans, dashboards, and impact reports to leadership and recommend capability-enhancement initiatives.
- Support client audits, RFPs (Request for Proposal), and capability showcase as needed.
7. Reporting & Analytics
- Prepare monthly, quarterly, and annual L&D dashboards highlighting participation, impact, and ROI (Return on Investment).
- Analyze learning trends, skill gaps, and compliance levels to support business decisions.
8. LMS Management & Digital Learning
- Oversee end-to-end LMS administration, including course uploads, user management, reporting, and system maintenance.
- Develop and manage digital learning assets such as e-learning modules, microlearning, assessments, and videos.
- Track learner engagement, compliance, and completion metrics; provide insights to leadership.
- Ensure the LMS is being fully utilized to enhance learning accessibility and efficiency.
Qualifications & Experience
- Bachelor’s degree in any field (master’s degree or L&D certifications preferred).
- 8–10 years of experience in L&D within the BPO/BPM industry is mandatory.
- Proven experience with LMS platforms (implementation, administration, reporting).
- Strong experience in leadership development and behavioral training.
- Strong understanding of BPO/BPM processes, metrics, and skill requirements.
- Expertise in instructional design methodologies and adult learning principles.
- Proficient in MS Office, e-learning authoring tools (Articulate Storyline, Captivate, etc.), and virtual training platforms.
Personal Attributes
- Strong facilitation and presentation skills across diverse audiences and levels.
- Excellent stakeholder management and relationship-building abilities.
- Strategic mindset with strong planning, organization, and prioritization skills.
- Analytical, data-driven, and comfortable making recommendations to senior leadership.
- Creative, proactive, and able to work independently with minimal supervision.
Pay: ₹1,000,000.00 - ₹1,500,000.00 per year
Work Location: In person
