Assistant Manager - Learning & Development

• *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