Job Description

The Learning & Development Manager is responsible for leading and developing a team of Trainers, Assistant Managers, and Lead Assistant Managers across multiple business processes. This role emphasizes coaching, mentoring, and performance development to ensure training excellence and capability building within the organization.

Key responsibilities include:

• Leadership & Team Development Provide ongoing coaching and mentoring to Trainers and Assistant Managers, fostering professional growth and building a high-performing training team.
• Training Delivery & Facilitation Oversee and, when necessary, facilitate training sessions to ensure consistent knowledge transfer and skill development.
• Training Needs Analysis (TNA) Conduct TNAs to identify knowledge gaps and design targeted action plans that address performance challenges.
• Strategic Alignment Collaborate closely with business leaders and support teams to align training initiatives with organizational goals and operational priorities.
• Program Management Ensure all training requirements are met by coordinating resources, monitoring progress, and evaluating effectiveness of learning interventions.

This role requires a proactive leader who can balance strategic planning with hands-on facilitation, ensuring that learning programs drive measurable improvements in employee capability and organizational performance.

Classroom Management/Modules/Up-training/Initiatives/Quality

• Help the Training Manager oversee or coordinate the different training requirements for the program and its projects in the assigned account/s.
• Monitor, coach and mentor trainers to help develop the required skill sets.
• Develop training materials, activities, and assessments.
• Facilitate training classes as needed.
• Help the (Senior) Training Manager and/or AVP gather, measure and analyze data to gauge the effectiveness of the training program and its parts/projects on a regular basis.
• Conduct trainer interviews and strengthen bench resources through the Training Apprenticeship Program.
• Protects the confidentiality of client and adheres to company policies regarding confidentiality.
• Create a positive work environment by acknowledging agent and team contributions, soliciting input, and offering personal assistance, when needed.
• Ensure compliance with internal policies and procedures, external regulations, and information security standards.

Competencies Required:

• Excellent communication and organization skills
• Very good coaching and training skills
• Ability to communicate effectively to a variety of audiences
• Ability to provide and support a vision and direction
• Ability to implement projects with the highest degree of professionalism and ensure follow through and evaluation of their effectiveness
• Ability to work with minimum supervision and in a continually challenging environment
• Ability to analyze learning needs and assist in the development of customized modules and initiatives
• Accepting a high degree of responsibility and accountability for others as well as for self
• Deep understanding, appreciation, and demonstration of world-class customer service
• Understanding of end-to-end processes and appreciation of customer experience’s impact on critical parameters
• Knowledge of MS Office – Excel, PowerPoint, Word

Eligibility Criteria: IJP is open to all Lead Assistant Managers (Internal) and External Candidates

• Candidates must have minimum 12 months tenure in Manager role, but Training is preferred.
• Should not be on PDP/Disciplinary action within 6 months from date of NOD. Please see Progressive Disciplinary Policy for further details (for internal candidates)
• Should not be on PIP during the time of application (for internal candidates)
• Candidates must have 3.5 & above rating (Goal & Competency or Composite Rating for internal candidates)
• Must have no issues on Attendance and Reliabilities.
• College graduate – preferably Nursing, Psychology, Mass Communications, or Education.
• Positive feedback from local leadership and their leadership teams.

EXL (NASDAQ: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world’s leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 54,000 employees spanning six continents. For more information, visit www.exlservice.com EXL never requires or asks for fees/payments or credit card or bank details during any phase of the recruitment or hiring process and has not authorized any agencies or partners to collect any fee or payment from prospective candidates. EXL will only extend a job offer after a candidate has gone through a formal interview process with members of EXL’s Human Resources team, as well as our hiring managers.