About this role
Job Purpose
To lead and optimize the organization's training and knowledge management function by ensuring workforce capability, learning effectiveness, and continuous improvement through strategic oversight, stakeholder partnership, and team management.
Key Result Area
Lead and manage the Training & Knowledge Management team to ensure effective delivery of learning initiatives and achievement of departmental objectives.
Develop and oversee training strategies, onboarding programs, and learning frameworks to build workforce capability and support business performance goals.
Monitor and enhance training effectiveness, trainer performance, and learning outcomes to ensure high-quality learning delivery and continuous improvement.
Conduct and coordinate Training Needs Analysis (TNA) with business stakeholders to identify capability gaps and develop targeted learning solutions.
Establish and govern knowledge management standards, repositories, and content lifecycle processes to ensure accurate, accessible, and up-to-date knowledge across all functions.
Develop and maintain training dashboards, reports, and learning analytics to provide management with insights for informed decision-making and performance tracking.
Drive automation and digitalization of training and knowledge management processes to improve efficiency, scalability, and learner experience.
Collaborate with business units, operations teams, and key stakeholders to align learning initiatives with business requirements and strategic priorities.
Oversee and approve training materials, SOPs, assessments, and certification programs to ensure compliance, consistency, and quality standards are maintained.
Lead continuous improvement initiatives across training and knowledge management functions to enhance employee competence, operational readiness, and customer experience outcomes.
Knowledge Skills Experience
Education: Bachelor’s Degree in Business Administration, Human Resources, Learning & Development, Education, or a related discipline. Professional certifications in Training, Coaching, Learning & Development, or Knowledge Management are advantageous.
Experience: 8-10 years of experience in Training, Learning & Development, Knowledge Management, Quality Assurance, or Contact Center Operations, with at least 3-5 years in a leadership or people management role.