Training Manager –Senior Manager English – On site Johannesburg

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Inviting applications for the role of Training Manager Senior Manager - English On site Johannesburg
The Senior Training Manager is responsible for the end-to-end training strategy and execution in a BPO environment servicing the UK Auto Finance sector. This role owns all regulatory and compliance-related training including mandatory training knowledge management testing reporting and continuous improvement. Trainers report into this role which ensures the business remains compliant with UK regulations while delivering operational excellence
Key Responsibilities
1. UK Regulatory & Compliance Training
Own end-to-end training for all UK regulations relevant to Auto Finance including but not limited to:
oFinancial Conduct Authority (FCA) compliance
oData protection (UK GDPR)
oAnti-Money Laundering (AML)
oConsumer credit compliance
oFraud awareness and prevention
oCONC
oTCF
oConsumer Duty
Develop maintain and update mandatory training programs for all employees.
Integrate and collaborate with client on process training and design training for employees for all processes (Redress Collections DLC Customer Service)
Certify and work with clients on Train the trainer certification and subsequent agent certification
Ensure training content reflects regulatory changes promptly.
Monitor completion rates of all mandatory training; implement remedial plans for non-compliance.
Maintain audit-ready training records for internal and external regulatory reviews.
2. Compliance Content Creation
Create and implement bespoke compliance training modules policies and guidelines with compliance team oversight
Partner with Compliance Risk and Legal teams to ensure accuracy and relevance.
Use interactive and engaging delivery methods (eLearning scenario-based learning workshops).
3. Monitoring & Reporting
Track and report on mandatory training compliance metrics (completion % overdue % remediation actions).
Conduct periodic reviews to assess training effectiveness and retention.
Present compliance training status to leadership and regulators as required.
4. End-to-End Training Management
Oversee onboarding upskilling cross-training and continuous development programs.
Conduct Knowledge Transfer (KT) sessions and ensure process readiness for new or updated services.
Design assessments certifications and post-training evaluations to measure knowledge retention.
Ensure all training aligns with business KPIs and operational quality metrics.
5. Team Leadership
Lead a team of trainers responsible for compliance regulatory and operational training.
Develop the teams expertise in UK regulatory knowledge.
Conduct performance reviews capability building and succession planning.
6. Continuous Improvement & Innovation
Innovate in digital learning microlearning and gamification to improve engagement and retention.
Benchmark against industry best practices in UK regulatory and BPO training.
Drive training process improvement for audit-readiness and efficiency.

Operational & Performance Leadership Key Responsibilities (Summarized)
-Performance Alignment Ensure all training programs directly support operational KPIs quality standards and client SLAs translating learning outcomes into measurable performance improvements.
-Driven Insights Analyze performance metrics quality scores and compliance data to identify skill gaps and recommend targeted interventions for continuous operational improvement.
& Resource Planning Lead workforce planning for the training function ensuring optimal trainer allocation coverage across shifts and readiness during volume ramps or process transitions.
& Compliance Ownership Drive adherence to regulatory client and internal standards by integrating compliance training and monitoring into operational workflows.
Improvement Leadership Initiate process enhancements best practice sharing and innovative learning solutions to increase efficiency reduce errors and support operational excellence

Client & Stakeholder Engagement
Lead training summary calls performance reviews MBR/QBR on training initiatives and strategic discussions on training discussions
Present insights performance trends and stability plans where operational training failures are identified
Manage escalations with urgency and transparency.
Build trusted long-term client partnerships through consistent delivery.

Growth & Scalability
Manage ramp-ups workforce expansion and incoming scope transitions.
Partner with operations to support training strategies.
Maintain operational stability while scaling resources.

Minimum Qualifications
Bachelors Degree in Business Finance Operations Human Resources or a related discipline (Honors preferred).
Training certification (Train the trainer / CIPD or similar)
Minimum years of experience in BPO/Contact Centre operations with a strong focus on training and capability building as a training manager- managing a team of trainers
Proven experience leading compliance and regulatory training programs including mandatory UK regulation training (FCA UK GDPR AML Consumer Credit).
Demonstrated expertise in knowledge management training curriculum design assessments and learning effectiveness measurement.
Strong track record of driving operational performance through training interventions including quality improvement SLA adherence and audit readiness.
Experience implementing learning frameworks certifications and ongoing competency development in large-scale operations

Location: JHB (South Africa) Bryanston In office

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Make an impact Drive change for global enterprises and solve business challenges that matter
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Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.
Lets build tomorrow together.

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Senior Manager