Deputy Manager Training
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Job Summary
Role
Training and development manager should devise plans and approach aligned to organizational training strategy oversee its implementation and assess its outcomes. Identify training and developmental needs and drive suitable training initiatives that delivers successful business outcomes. Works across many departments to get employees up to speed in both their specific vertical and the overall needs of the Account. Have backgrounds in business leadership human resources development and education. Include enhancing employees skills performance productivity and quality of work
4-8 years of BFS experience.
Minimum 2 years in a Trainer role.
Experience managing Academy OJT certification and client-facing training programs.
- Deliver new-hire cross-skill and refresher training programs.
- Facilitate process product systems compliance and customer-experience training.
- Conduct instructor-led virtual and blended learning sessions.
- Facilitate role plays simulations and case-study-based learning.
- Participate in client KT sessions and SME workshops.
- Convert process documentation into structured learning content.
- Maintain training decks SOPs job aids assessments and knowledge repositories.
- Ensure content version control and audit readiness.
- Conduct knowledge and system assessments and certification programs.
- Track learner progress and maintain certification records.
- Identify critical-error trends and support remediation plans.
- Recommend certification recertification or deferment based on learner performance.
- Analyze quality failures arising from training or knowledge gaps.
- Conduct refresher training and coaching interventions.
- Publish daily and weekly training reports.
- Maintain compliance evidence for audits and client reviews.
- Experience delivering training across CRM contact-centre virtual-desktop and AI-assisted servicing environments.
- Ability to learn and facilitate training on Genesys Confluence Slack Atlas Verint Persona Amazon WorkSpaces and AWS Systems Manager.
- Strong training delivery facilitation assessment coaching and certification skills.
- Ability to convert process and system knowledge into effective learning content.
- Experience maintaining training documentation certification records and audit evidence.
- AI-ready training experience in delivering certifying and governing learning within an AI-enabled customer-service environment will be an added advantage.
Required Experience:
Manager
About Company
As a global leader, Wipro blends consulting and AI expertise across design, engineering and operations to accelerate business transformation and deliver future-ready technology.
