Job Description – Learning and Development (L&D) Manager
GENERAL INFORMATION
Position Title Learning and Development (L&D) Manager
Department Operations
Reporting To Head of Operations (Sr. Processes & Governance Manager)
Leading Trainers
Ref: L&D-06-10-2025
Number Required: 1
Position Objective:
To lead and oversee the end-to-end capacity building function within Operations,
ensuring that all team members—including CSEs, Account Managers, Quality Assurance
Officers, Trainers, and Service Delivery Managers—are equipped with the knowledge,
tools, and skills required to perform their roles effectively. This includes designing,
delivering, and evaluating onboarding, refresher, system, and process-related trainings, in
alignment with organizational goals and continuous improvement needs.
Specialized Duties
1. Lead the strategic planning and execution of capacity-building initiatives for all
operational staff:
o Customer Service Executives (CSEs)
o Account Managers (AMs)
o Quality Assurance Officers (QAs)
o Trainers
o Service Delivery Managers (SDMs)
2. Design and deliver preparatory onboarding programs for all new joiners, ensuring
role-specific, system-specific, and soft-skill readiness.
3. Develop and implement refresher training modules based on performance reviews,
QA feedback, and evolving campaign needs.
4. Design and execute training programs related to any new or updated campaign
content, ensuring alignment with client expectations and internal delivery standards.
5. Lead training initiatives on new or updated operational processes, whether
campaign-specific or generic, ensuring consistent understanding and application
across all levels.
6. Develop and roll out training on KATI CRM updates or implementations, whether
campaign-specific or system-wide, in coordination with the Projects or CRM support
teams.
7. Collaborate with the QA and Service Delivery teams to identify performance gaps
and translate these into actionable training programs.
8. Supervise and mentor Trainers to ensure consistent delivery quality, proper
documentation, and training effectiveness.
9. Maintain a repository of all training materials, guides, manuals, and learning
resources, ensuring they are current and accessible.
10. Introduce blended learning approaches (in-person, e-learning, microlearning) to
improve accessibility and retention.
11. Conduct regular Training Needs Analysis (TNA) and Learning Impact Assessments,
reporting progress and recommendations to the Head of Operations.
12. Evaluate training sessions through feedback surveys, performance trends, and post-
training assessments to ensure effectiveness.
13. Collaborate with HR in supporting career development, succession planning, and
performance improvement initiatives.
14. Contribute to building a learning culture across the organization through periodic
learning events, coaching sessions, and best practice sharing.
Administrative Duties
1. Propose and manage annual, quarterly, and monthly L&D plans and KPIs, aligned
with operational priorities and performance objectives.
2. Maintain detailed records of all training sessions, attendance, assessments, and
improvement actions.
3. Prepare monthly reports and dashboards for the Head of Operations, summarizing
training performance, feedback, impact, and resource needs.
4. Ensure L&D activities are aligned with client SLAs, internal SOPs, and compliance
standards.
5. Coordinate with cross-functional teams (HR, Projects, QA, IT, and SD) to ensure
timely roll-out of learning initiatives related to new projects or client
implementations.
6. Continuously benchmark and incorporate industry best practices in contact center
learning and development.
Recruitment Criteria
1. Required Experience:
Minimum 4 years in Learning & Development, Training Management, or Capability
Building, preferably in a contact center or high-volume customer service
environment.
Proven experience in training design, delivery, and team leadership.
2. Required Education:
Bachelor’s degree in Education, Human Resources, Organizational Development,
Communication, or a related field.
Professional certifications in L&D (e.g., CIPD, ATD) are a strong advantage.
3. Required Skills:
Strong instructional design and facilitation skills
Excellent communication and interpersonal abilities
Strong organizational, planning, and reporting skills
Proficiency in MS Office, LMS platforms, and e-learning tools
Strategic thinking and ability to translate operational needs into learning
interventions
Collaborative mindset with the ability to work across functions and levels
*If you meet the above requirements, apply through the link below on or before 9 th October 2025.