Senior Training Manager

Role Purpose
The Senior Training Manager is responsible for shaping and leading the organisation's training strategy across all BPO operations. This role ensures that new hires, frontline teams, supervisors, and leaders are equipped with the skills, knowledge, and behaviours required to deliver strong customer experience, meet client KPIs, and sustain operational excellence. The role also leads and develops training teams, embedding a culture of continuous learning, performance improvement, and capability building.
Key Responsibilities
1. Training Strategy & Leadership
Develop and execute a comprehensive training strategy aligned to business objectives, client requirements, and growth plans.
Act as the subject matter expert for training during client onboarding, process launches, and business expansions.
Partner closely with Operations, Quality, HR, and Client Services to identify performance gaps and design targeted learning solutions.
Establish and maintain a cle...