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About the role
Key responsibilities & impact- Provide ongoing coaching and mentoring to Trainers and Assistant Managers, fostering professional growth and building a high-performing training team.
- Oversee and, when necessary, facilitate training sessions to ensure consistent knowledge transfer and skill development.
- Conduct TNAs to identify knowledge gaps and design targeted action plans that address performance challenges.
- Collaborate closely with business leaders and support teams to align training initiatives with organizational goals and operational priorities.
- Ensure all training requirements are met by coordinating resources, monitoring progress, and evaluating effectiveness of learning interventions.
Requirements
What you’ll need- 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
- 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.
Benefits
Comp & perks- 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.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
coachingtrainingtraining needs analysisknowledge transferskill developmentproject implementationevaluation of learning interventionscustomized training modulescustomer serviceend-to-end processes
Soft Skills
communicationorganizationprofessionalismresponsibilityaccountabilityvision and directionindependenceadaptabilitycollaborationleadership