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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Learning & Development, focusing on onboarding, upskilling, and continuous learning programs. Proficient in building learning strategies, governance frameworks, and utilizing operational data to enhance training effectiveness.
Highest-signal resume keywords
Learning & Development ExperiencePeople Management ExperienceAdult Learning PrinciplesLearning Management Systems (LMS)Facilitation and Presentation Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
OnboardingInstructional DesignLearning Evaluation MethodologiesCertification ProgramsGovernance FrameworksScalable Learning ProgramsOperational ReadinessData AnalysisTraining DeliveryContinuous Improvement
Soft Skills
Stakeholder ManagementCoachingCollaborationAccountabilityInnovation
Tools & Technologies
Microsoft Office SuiteSharePointLearning Management Systems (LMS)E-Learning Authoring ToolsKnowledge Management Platforms
Industry Keywords
Player SupportCustomer ExperienceCustomer SupportBPOGaming Industry
About the role
Key responsibilities & impact- Lead the planning, execution, and continuous improvement of global onboarding, upskilling, cross-skilling, and continuous learning programs.
- Own learning governance, certification frameworks, operational readiness standards, and role-based learning pathways across multiple programs.
- Ensure learning solutions support business goals, operational KPIs, client requirements, and player experience objectives.
- Oversee Train-the-Trainer initiatives, facilitator readiness, and consistent training delivery across global teams.
- Partner with Instructional Design to create engaging learning experiences, including instructor-led training, e-learning modules, digital learning content, videos, and knowledge resources.
- Ensure all learning materials, SOPs, playbooks, assessments, and knowledge articles remain accurate, current, and aligned with operational changes.
- Lead, mentor, coach, and develop a team of Learning & Development Specialists and Trainers to deliver high-quality learning experiences.
- Conduct regular performance reviews, coaching sessions, and career development planning for direct reports.
- Foster a culture of collaboration, accountability, innovation, and continuous learning within the Learning team.
- Build succession plans and identify development opportunities to strengthen team capability.
- Collaborate closely with Operations, Quality, Workforce Management, Product, and Client stakeholders to identify capability gaps and implement effective learning interventions.
- Translate QA insights, CSAT/DSAT trends, operational metrics, policy updates, and product launches into targeted training initiatives.
- Support new client implementations, programme launches, process transitions, and operational change management through effective learning strategies.
- Participate in operational calibration sessions and leadership reviews to ensure learning priorities remain aligned with business performance.
- Maintain a strong understanding of frontline operations by regularly reviewing player interactions, quality evaluations, escalation trends, and operational challenges.
- Use operational insights to proactively identify knowledge gaps and continuously improve learning programs.
- Analyse learning data to identify trends, risks, and opportunities for continuous improvement.
- Measure and report on learning effectiveness using assessments, certification outcomes, operational performance, QA trends, productivity, and learner feedback.
- Establish governance around learning quality, facilitator standards, and programme effectiveness.
- Drive innovation by introducing modern learning methodologies, blended learning approaches, and scalable learning solutions.
Requirements
What you’ll need- 5–6 years of Learning & Development experience within Player Support, Customer Experience, Customer Support, BPO, or similar operational environment.
- 1–2 years of people management experience, leading Trainers, Learning Specialists, or Learning teams.
- Experience within the gaming industry or supporting gaming clients is highly preferred.
- Strong understanding of adult learning principles, instructional design, onboarding, operational readiness, and learning evaluation methodologies.
- Demonstrated experience building learning strategies, certification programs, governance frameworks, and scalable onboarding programs.
- Strong facilitation and presentation skills across both virtual and classroom environments.
- Experience using operational data, quality insights, and customer feedback to drive learning interventions.
- Excellent stakeholder management skills with the ability to influence leaders across Operations, Quality, Workforce Management, Product, and Client teams.
- Experience with Learning Management Systems (LMS), Microsoft Office Suite, SharePoint, and knowledge management platforms.
- Experience with e-learning authoring tools such as Articulate Storyline, Rise, Camtasia, Canva, or similar tools is advantageous.
Benefits
Comp & perks- The opportunity to join our growing business at an exciting time.
- Dynamic and entrepreneurial culture.