Training Manager

Position Title: Training Manager – Service Desk (SD) Accounts Location: Eastwood (Onsite) Work Setup: 24x7 environment (flexible schedule required) Qualifications: - At least Bachelor’s degree holder - Experience in handling training for service desk accounts (required) - Experience in attending client calls on SD transitions and other accounts to present training initiatives and performance - Responsible for new hire training (end to end) - Excellent communication skills – written and verbal - Excellent time management skills - Understanding of training methodologies and global standards of training effectiveness measurement - 6–8 years of relevant experience (with a minimum of 4 years experience with service desk accounts, preferably managing training for SD accounts) - Experience in handling large ramp-up across multiple geographies - Experience in handling a team of trainers and AMs preferred but not required - Train the Trainer certification (internal/external) - Master trainer certification (preferred) - Willing to work from the office and flexible to work in a 24x7 environment; Eastwood location - Additional requirement: Valid passport, Ready for domestic and international travel on short notice Core Responsibilities: - Needs assessment: Evaluate employee skills, performance, and organizational goals to identify training gaps. - Program design: Create and develop training programs and materials, which may include workshops, e-learning, and on-the-job training. - Implementation and delivery: Oversee the delivery of training, which can involve directly conducting sessions or managing trainers and external providers. - Program evaluation: Assess the effectiveness of training programs through feedback and performance data, and make necessary improvements. - Budget and vendor management: Manage the training budget and work with external vendors for specialized courses. - Stakeholder coordination: Collaborate with other managers, department heads, and HR to align training with business objectives. - Employee development: Support career development and employee onboarding processes.