Job Description

Job Purpose:

To lead and optimize the organization's training and knowledge management function by ensuring workforce capability, learning effectiveness, and continuous improvement through strategic oversight, stakeholder partnership, and team management.

Key Result Area:

 Lead and manage the Training & Knowledge Management team to ensure effective delivery of learning initiatives and achievement of departmental objectives.

 Develop and oversee training strategies, onboarding programs, and learning frameworks to build workforce capability and support business performance goals.

 Monitor and enhance training effectiveness, trainer performance, and learning outcomes to ensure high-quality learning delivery and continuous improvement.

 Conduct and coordinate Training Needs Analysis (TNA) with business stakeholders to identify capability gaps and develop targeted learning solutions.

 Establish and govern knowledge management standards, repositories, and content lifecycle processes to ensure accurate, accessible, and up-to-date knowledge across all functions.

 Develop and maintain training dashboards, reports, and learning analytics to provide management with insights for informed decision-making and performance tracking.

 Drive automation and digitalization of training and knowledge management processes to improve efficiency, scalability, and learner experience.

 Collaborate with business units, operations teams, and key stakeholders to align learning initiatives with business requirements and strategic priorities.

 Oversee and approve training materials, SOPs, assessments, and certification programs to ensure compliance, consistency, and quality standards are maintained.

 Lead continuous improvement initiatives across training and knowledge management functions to enhance employee competence, operational readiness, and customer experience outcomes.

Knowledge Skills Experience:

Education: Bachelor’s Degree in Business Administration, Human Resources, Learning & Development, Education, or a related discipline. Professional certifications in Training, Coaching, Learning & Development, or Knowledge Management are advantageous.

Experience: 8-10 years of experience in Training, Learning & Development, Knowledge Management, Quality Assurance, or Contact Center Operations, with at least 3-5 years in a leadership or people management role.