Associate Vice President – Training

We are SAGILITY

Our Scale & Impact

119M claims processed annually

78M customer interactions handled globally

US$658. 3 million in FY25 13% YoY growth

delivery centers & offices

Company overview

About Sagility

Sagility is a trusted partner for healthcare operations transformation helping organizations unlock value across complex healthcare workflows. With more than 25 years of healthcare domain expertise Sagility combines deep operational knowledge with AI - enabled technology and intelligent automation to improve efficiency strengthen decision -making and elevate experiences for members patients providers and stakeholders across the healthcare ecosystem.

Sagility’s capabilities span end - to- end healthcare operations including claims administration payment integrity clinical and care management support member and provider engagement revenue cycle services and advanced analytics. Today nearly 50000 specialists clinicians technologists and operations professionals support healthcare organizations globally through trusted collaboration and technology - led transformation.

In November 2024 Sagility India Limited was listed on the National Stock Exchange of India (NSE) and Bombay Stock Exchange (BSE). With this milestone our resolve to create value and remain an employer of choice is stronger than ever. Strategic acquisitions like Devlin Consulting (analytics - led Payment Integrity) BirchAI (Gen

Countries

(India Philippines USA

Jamaica & Colombia)

44000 employees

05

34

AI- driven communication) and Broad Path (telehealth and remote services) have bolstered our delivery capabilities and expanded our clinical footprint in the U.S. With deep roots in India and other delivery locations and a fast - expanding onshore presence in the U.S. Sagility operates as a cross - border transformation engine built for scale speed and care. We are positioned in the Leaders Quadrant in Payer Operations by Everest Group and recognized as a Leader in Generative AI Services in the ISG Provider Lens.

Growth at Sagility is built into our DNA. We enable career advancement through AI - powered training paths structured mentorship and cross - border opportunities. We drive digital healthcare transformation through modular cloud - native offerings such as BPaaS Contact Center - as - a- Service UM automation Digital Mailroom and Analytics - as - a- Service helping clients reduce costs modernize workflows and deliver value - based care. Our acquisition of Broad Path adds onshore scale and seasoned healthcare talent to deliver U.S. - based tech - enabled services at speed and scale. With 34 delivery centers and offices multilingual capabilities and regulated setups our operations are as agile as they are scalable.

Our culture is built on empowerment inclusion and sustainability. 62% of our workforce are women and we champion opportunity and accessibility for all including Persons with Disabilities (PwD). Giving back to the communities we serve is at the heart of who we are. Over 56% of our employees participate in volunteer initiatives collectively impacting 43000 lives annually through social impact causes like education healthcare access and livelihood improvement. We are also advancing environmental responsibility by sourcing 25% of our energy from renewables and deploying 30 electric vehicles to reduce emissions. Sagility’s near - term greenhouse gas (GHG) emission reduction targets have been officially validated by the Science Based Targets initiative (SBTi) rea ffirming its commitment to the 1.5°C pathway. Recognitions like LinkedIn’s Top 15 Workplaces to Grow a Career’ (Philippines) and Best Employer for Women (Economic Times India) affirm our belief that strong values drive strong performance.

Joining Sagility means becoming part of a dynamic technology - first ecosystem where your expertise drives real - world transformation. With cutting - edge platforms Gen AI -powered automation and career pathways built on frontline leadership growth we equip every team member with the tools mentorship and global environment to thrive.

We are Sagility 03

Job Description Associate Vice President – Training

Grade: US3

Location: Bangalore EC Reports to: Head - Business Training

Job summary AVP – Training (Global Voice Operations) with deep expertise in managing large - scale

international voice training operations across multiple geographies. This role demands a

business - aligned CX training leader with strong P&L ownership stakeholder influence and

executive presence.

The incumbent will drive training strategy capability building and performance transformation across

global voice operations ensuring alignment with business goals client expectations and operational

excellence

Duties and responsibilities Strategy & Leadership

Define and execute a global training strategy aligned with business objectives client

requirements and operational KPIs.

Lead end - to- end training lifecycle across large voice - based BPO operations (new hire

refresher leadership development).

Drive standardization and scalability of training frameworks across multiple locations and

geographies.

Build and lead high - performing training teams ensuring consistent delivery and governance

across accounts.

2. Business & Domain - Centric Training

Design training programs focused on international voice operations customer experience (CX)

and service delivery excellence.

Partner with operations and SMEs to build role - based process - specific training interventions.

Ensure training aligns with client expectations compliance standards and business SLAs.

Continuously evolve content based on industry trends customer expectations and operational

needs.

3. Performance & Capability Enhancement

Leverage operational data (quality CSAT AHT productivity) to identify training gaps and drive

targeted interventions.

Own training effectiveness through measurable KPIs and business impact metrics.

Collaborate with operations leadership to improve quality efficiency and customer experience

outcomes.

Drive a culture of continuous improvement and performance excellence.

4. Onboarding & Upskilling

Lead structured onboarding programs to ensure rapid ramp - up and productivity of new hires.

Design and implement upskilling and cross -skilling frameworks for existing workforce.

Build leadership capability programs for frontline managers and CX leaders.

5. Financial & Resource Management (P&L Ownership)

Own and manage training function P&L including budgeting cost optimization and ROI

tracking.

Ensure efficient allocation of training resources across programs and geographies.

Drive productivity and cost efficiencies through innovative training delivery models.

6. Stakeholder & Executive Engagement

Act as a strategic partner to business leaders and clients influencing training outcomes.

Engage with global stakeholders and executive leadership with strong communication and

business acumen.

Drive alignment between training operations and client expectations.

Key Requirements

20 years of experience in Training within international Voice BPO / CX operations

Proven experience managing large - scale multi - location training teams

Accountable for Driving cost saving measures to improve Margins

Drive Tech /AI transformation to enhance learning experience

Strong expertise in business - driven training (NOT L&D/OD background)

Demonstrated P&L ownership and financial acumen

Deep understanding of voice operations CX metrics and operational performance drivers

Exceptional stakeholder management and executive communication skills

Strong leadership presence with the ability to influence senior leadership and global clients

Experience in scaling training frameworks across geographies

Leadership Competencies

Strategic thinking with execution excellence

Strong people leadership and team - building capability

High ownership accountability and business orientation

Excellent communication and executive presence

Ability to operate in a fast - paced global delivery environment

Note (Critical Fit Criteria)

Only candidates with core international voice training experience will be considered

Profiles from pure L&D / OD / HR training backgrounds will not be a fit

Must demonstrate direct impact on business performance and training ROI

Skills & competencies

Experience scaling systems in a fast - paced and changing environment and ability to perform ongoing prioritization to align organization and department initiatives. Ability to work well under pressure and be flexible in adapting and responding to changing situations.

Strong organizational skills with the ability to manage multiple conflicting priorities in a fast - paced environment. Out standing obsession with service orientation; a sense of urgency follow - up and responsiveness; high level of personal integrity and confidentiality.

Minimum education and experience required

An ideal candidate would be a smart Business school graduate with a few years of experience in consulting domain.

Need to possess smart Data Analytics and project management capability.

Proven experience in designing implementing and managing HR Technology strategies systems & applications.

We are Sagility