Position Title: Training Manager – Service Desk (SD) Accounts

Location: Eastwood (Onsite)

Work Setup: 24x7 environment (flexible schedule required)

Qualifications

• At least Bachelor’s degree holder
• Experience in handling training for service desk accounts (required)
• Experience in attending client calls on SD transitions and other accounts to present training initiatives and performance
• Responsible for new hire training (end to end)
• Excellent communication skills – written and verbal
• Excellent time management skills
• Understanding of training methodologies and global standards of training effectiveness measurement
• 6–8 years of relevant experience (with a minimum of 4 years experience with service desk accounts, preferably managing training for SD accounts)
• Experience in handling large ramp-up across multiple geographies
• Experience in handling a team of trainers and AMs preferred but not required
• Train the Trainer certification (internal/external)
• Master trainer certification (preferred)
• Willing to work from the office and flexible to work in a 24x7 environment; Eastwood location

Additional requirement:

• Valid passport
• Ready for domestic and international travel on short notice

Core Responsibilities

• Needs assessment: Evaluate employee skills, performance, and organizational goals to identify training gaps.
• Program design: Create and develop training programs and materials, which may include workshops, e-learning, and on-the-job training.
• Implementation and delivery: Oversee the delivery of training, which can involve directly conducting sessions or managing trainers and external providers.
• Program evaluation: Assess the effectiveness of training programs through feedback and performance data, and make necessary improvements.
• Budget and vendor management: Manage the training budget and work with external vendors for specialized courses.
• Stakeholder coordination: Collaborate with other managers, department heads, and HR to align training with business objectives.
• Employee development: Support career development and employee onboarding processes.