Copy of Deputy Manager Process Training

The Deputy Training Manager is responsible for leading planning and governing endtoend training and upskilling programs to ensure operational readiness performance improvement and compliance with WNS and client-specific training governance. The role bridges business KPIs and learning outcomes ensuring training translates into measurable performance impact.

Key Responsibilities

1. Training Strategy & Governance

• Identify training needs through Training Needs Identification (TNI) product knowledge tests quality defect analysis and performance gaps.
• Ensure strict compliance with WNS training governance accreditation standards and client mandates.
• Drive process policy and product updates through structured learning interventions.
• Lead refresher remedial and enhancement programs aligned to business priorities.

2. Training Delivery & Execution

• Plan coordinate and supervise new hire transition and BAU training programs.
• Oversee classroom virtual and on-the-job training (OJT) activities.
• Conduct call simulations knowledge assessments and certification programs.
• Ensure trainees achieve readiness within defined ramp-up timelines (e.g.day plans).

3. Content & Curriculum Management

• Create review and update training materials including:
  • Facilitator Guides
  • Participant Guides
  • SOPs Process Maps and Manuals
• Ensure content accuracy version control and alignment with current business processes.
• Partner with SMEs QA and Operations to maintain curriculum relevance.

4. Trainer & Team Leadership

• Lead mentor and evaluate trainers through:
  • Classroom observations
  • Feedback and coaching sessions
  • Individual coaching / learning plans
• Conduct trainer appraisals and capability development programs.
• Act as a consultative partner to Operations and Quality teams.

5. Performance Management & Analytics

• Measure training effectiveness using:
  • Post-training performance analysis
  • KPI linkages (CSAT/SIS AHT Quality Productivity Revenue where applicable)
• Maintain and present Training MIS / dashboards (daily weekly monthly).
• Conduct root cause analysis (RCA) for performance dips and deploy focused interventions.

6. Stakeholder & Client Management

• Partner with Operations Quality WFM HR and Clients to align training solutions.
• Provide data-driven insights and recommendations to leadership.
• Support audits transitions and business readiness initiatives.

Qualifications :

Qualifications & Experience

• Education: Graduate (Postgraduate preferred).
• Experience:
  • 68 years in BPO/BPM operations or training
  • Minimum 2 years in a training leadership role
• Proven experience in process migrations transitions or scale-up programs.
• Domain experience (BFSI Insurance Travel Sales CX) 

Key Skills & Competencies

• Strong training facilitation and instructional design skills
• Data-driven mindset; strong analytical and reporting capabilities
• Stakeholder management and leadership presence
• Excellent communication and coaching skills
• Knowledge of LMS / learning metrics and training ROI
• Ability to work in fast-paced metric-driven environments

Reporting Line

Typically reports to the Training Manager / Group Manager Training and works closely with Operations Leadership.

Additional Information :

Us Graveyard Shift 

Days off in the week-Weekend Work

Remote Work :

No

Employment Type :

Full-time