Training Lead

Working days- 5.5

Interview Mode- Face to Face

Key Responsibilities

1. Role Architecture & Compensation Alignment

• Build and maintain the JD matrix and repository a single, current source of truth for every role, band, and reporting line across Contact Centre, Field Collections, and Loan Life Cycle Management.
• Own the role/band mix and salary grid, working with COE and HR to keep it benchmarked, internally consistent, and ready to defend in any client or leadership conversation.

2. New Hire Assessment

• Design and document the new hire assessment framework the criteria, tools, and pass/fail thresholds used to evaluate readiness at hiring and through certification.
• Keep assessment content aligned to actual floor requirements, not generic BPO benchmarks this needs to reflect what a collections or field agent genuinely needs to know on day one.

3. New Hire Training Path

• Own the training path/plan for every new hire sequencing classroom, process, systems, and nesting/OJT phases into a coherent journey rather than a loose bundle of sessions.
• Tailor pathing by role and domain — a field collections agent and a contact centre agent shouldn't be trained identically.

4. Training Manual

• Own and maintain the master training manual — the definitive content reference trainers across all three domains draw from, kept current and consistent with live SOPs.

5. Continuous Training & Refreshers

• Build and run the continuous training framework — a structured refresher cadence, not ad hoc sessions triggered only after something goes wrong.
• Use quality data, SLA misses, and process changes to decide what needs reinforcing and for whom.

6. Process Knowledge Testing

• Design and administer process knowledge tests for both agents and team leads — separate rigor for each level, since a TL needs to coach the process, not just execute it.
• Maintain testing as a recurring discipline, not a one-time certification event.

7. New Process / SOP / Technology Rollout Training

• Build training content and run sessions whenever a new process, updated SOP, or new technology goes live — working closely with the KM & Quality Lead so training content and SOPs never drift apart.
• Own rollout sequencing so floor disruption is minimized during go-live.

8. EWS (Early Warning System) Framework

• Own the EWS framework — the leading indicators (assessment scores, refresher performance, knowledge test trends) that flag an agent or TL at risk of underperformance or non-compliance before it shows up in hard metrics.
• Translate EWS flags into targeted coaching or retraining action, in partnership with Ops and Quality.

9. Cross-Domain Trainer Alignment

• Provide functional/dotted-line direction to classroom trainers embedded in Contact Centre & Collections, Field Collections, and Loan Life Cycle Management — setting common standards for content quality, delivery, and certification even though these trainers sit organizationally elsewhere.
• Run a regular trainer forum/cadence to keep content, calibration, and best practices consistent across domains.

Candidate Profile

We're open to two very different paths into this role:

Path A — Experienced Hire

• 7–10 years in BPO training roles, with hands-on experience building (not just running) training frameworks, assessment tools, and manuals — not just delivering sessions off someone else's content.
• Banking/BFSI industry experience strongly preferred, particularly collections or loan servicing.
• Comfortable managing dotted-line relationships across departments without formal authority.

Path B — High-Potential MBA Fresher

• MBA with HR/L&D specialization, from a college with genuine interest in instructional design and training strategy (not just generalist HR).
• No prior BPO experience required — what matters is evidence of initiative: a training project, a content-design internship, a genuine excitement about building frameworks from a blank page.
• Will be paired with senior domain trainers early on to build floor credibility fast; the growth curve here is steep by design.

Skills (either path)

• Strong instructional design and documentation skills — able to turn a process into a structured, testable training journey.
• Comfortable with data — using assessment and EWS signals to make training decisions, not just gut feel.
• Working knowledge of compensation benchmarking concepts (for the JD/band/salary grid ownership) is a plus, though this can be developed on the job.
• Excellent stakeholder management — this role influences trainers who don't report to it directly, so persuasion and credibility matter as much as authority.

If you are interested please drop your CV at [email protected] or connect at 9220331887.