About the Role:

We are seeking a dynamic and experienced Associate Director - L&D Operations to lead and manage end-to-end learning operations for our BPO Services division. This role is critical in ensuring seamless planning, execution, governance, and reporting of L&D initiatives across new hire onboarding, functional training, compliance learning, and capability building. The ideal candidate will bring deep operational excellence, stakeholder management skills, and a passion for enabling a culture of continuous learning at scale.

Learning Operations Management:

- Oversee execution of all learning programs across BPO service lines (voice, non-voice, customer service, collections, etc.).

- Manage L&D infrastructure including learning calendars, LMS platforms, virtual classroom tools, and physical training facilities.

- Ensure timely coordination, deployment, and closure of training initiatives across multiple geographies and time zones.

Stakeholder & Business Alignment

- Partner with Operations, Quality, and HRBPs to assess training needs and deliver targeted learning interventions.

- Align training delivery with business SLAs, client-specific mandates, compliance standards, and internal capability frameworks.

- Represent L&D in client presentations, audits, and governance forums to showcase capability and performance.

Team Leadership:

- Lead and mentor a team of L&D coordinators, facilitators, and learning administrators.

- Strengthen team capability through coaching, process improvements, and operational efficiency initiatives.

Reporting & Metrics:

- Monitor and report key L&D KPIs such as training throughput, utilization rates, effectiveness (Kirkpatrick Levels 1-3), and business impact.

- Develop and present MIS reports, dashboards, and governance decks to internal leadership and external clients.

- Leverage analytics and insights to enable data-driven decision-making and program optimization.

Process Excellence & Compliance

- Implement and standardize SOPs, quality controls, and best practices across learning operations.

- Ensure 100% compliance with internal audit protocols, client requirements, and regulatory standards (e.g., GDPR, ISO).

- Drive digitization and automation of learning processes to enhance scalability and reduce manual efforts.

Desired Profile:

Experience

- 12-15 years of total experience, with at least 5+ years in L&D operations within BPO, KPO, or Shared Services environments.

- Proven track record in managing large-scale new hire onboarding and operations-focused capability development programs.

- Demonstrated experience in client management and coordinating learning across multiple locations and time zones.

Qualifications:

- Graduate or Postgraduate in HR, Business Management, Psychology, or a related discipline.

- Certifications in Instructional Design, Train the Trainer (TTT), or Learning Operations (preferred but not mandatory).

Skills & Competencies:

- Strong operational discipline with expertise in planning, execution, and process optimization.

- Excellent communication, stakeholder engagement, and presentation abilities.

- Proficiency in LMS platforms such as SuccessFactors, Cornerstone, Workday Learning, or equivalent tools.