Process/VNA Training Manager

Company Description WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence – WNS’ core differentiator – with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.

Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

Why Join Us? We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of Outperformance, engagement, celebration and enjoy wide variety of best in class benefits including free HMO coverage for self and dependent from Day 1 ; Also contribute to society through our WNS Cares Foundation , where you have the opportunity to support meaningful initiatives and make an impact in the community.

Job Description

• Collaborate with Operations, Training, and Quality teams to identify and address performance gaps.
• Analyze gaps and recommend training solutions to achieve target metrics.
• Develop training content, materials, assessments, and evaluation measures.
• Facilitate training programs, coaching, and floor support.
• Manage and coach trainers to drive performance and results.
• Develop supplemental training activities and modules.
• Apply adult learning principles in training design and delivery.
• Gather and analyze data to measure training effectiveness.
• Prepare training reports and recommend improvement initiatives.

Qualifications

• College graduate
• 2+ years of Training experience at Supervisor/Assistant Manager level in a BPO setting.
• Excellent facilitation and English communication skills.
• Experienced in virtual training.
• Proficient in MS Office, especially PowerPoint.
• Knowledge of language and communication effectiveness measures.
• Strong coaching, mentoring, project, and stakeholder management skills.
• Excellent partnership and relationship-building skills.

Additional Information Benefits and Company Perks:

• Structured career path
• Growing and expanding team – more internal career progression opportunities for all
• Safe work environment
• Free HMO coverage from day 1, including your domestic partner
• Skills training opportunities
• Paid leaves