Training Manager

Greetings from Sutherland!

We are hiring for a Manager - Training. This is a 5 day work from office opportunity with rotational shifts. Please see below the job description and qualifications required for the same.

We are seeking a strategic and hands-on Training Manager to spearhead training operations for a new Fintech program launch, supporting voice, chat, email, and app-based channels. The Training Manager will ensure that all trainers, tools, processes, and deliverables are aligned to prepare customer-facing teams for success from Day 1. The ideal candidate will be responsible for designing, overseeing, and evaluating training programs that support performance excellence across voice, chat, email, and digital support channels. You will lead a team of trainers and collaborate with cross-functional stakeholders to ensure smooth knowledge transfer and readiness.

Key Responsibilities:

• Develop and execute the end-to-end training strategy for the fintech program launch.
• Hire, onboard, coach, and manage a team of trainers/facilitators.
• Collaborate with client and internal stakeholders to align training content with program goals.
• Lead and plan the Train-the-Trainer (TTT) sessions and ensure training delivery standards are maintained.
• Create a comprehensive training calendar including New Hire Training, upskilling, and refresher training.
• Use data and feedback (TNI/TNA) to continuously improve training effectiveness.
• Conduct post-mortem for all completed classes.
• Conduct Curriculum Analysis and Curriculum proposal.
• Manage training logistics, technology, and platforms for omnichannel delivery.
• Ensure adherence to compliance, regulatory, and data security guidelines relevant to fintech operations.
• Work closely with Quality and Service Delivery to support nesting.
• Report training metrics, trainee performance, and recommendations to leadership.
• Program Launch Readiness
• Lead the creation of a training project plan aligned with the program launch timeline, including milestones for content sign-off, TTT, pilot sessions, and nesting support.
• Participate in client calibration sessions, UAT, and tool demos to understand the product, customer journey, and backend platforms.
• Coordinate closely with WFM, Ops, IT, and QA to align training schedules, capacity, and systems access for learners.
• Support tool configuration and platform testing for LMS, chat systems, CRM tools, and omnichannel simulators.
• Define and implement Nesting Scorecards and support mechanisms with QA and Ops

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Qualification & Skill sets Required

• Bachelors Degree or equivalent experience.
• 3-5 years of experience in a Training Manager role, preferably in fintech or BPO environments.
• Strong understanding of omnichannel support (voice, chat, email, social, app-based).
• Experience with Learning Management Systems (LMS) and e-learning platforms.
• Excellent leadership, analytical, and communication skills.