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OPERATIONS TRAINING LEADER

IBM · Posted Oct 29

Hybrid cloud, artificial intelligence, enterprise software, quantum computing, and IT consulting services

Bangalore, INFull-timeOnsiteLead/Staff15+ years₹30.0L–₹50.0L yearly<25 applicants
Information TechnologyCloud ComputingArtificial IntelligenceQuantum ComputingEnterprise SoftwareIT ConsultingPublic Company
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About the role

The Operations Training Leader will establish and govern an enterprise Training and Capability Framework for Business Orchestration Services - India. The role supports Finance & Accounts, HRTT and R&C operations across voice, chat, email and back-office channels. It owns training governance, curriculum design, facilitator capability, certification, production readiness and learning analytics.

What you will do

  • Design the end-to-end Operations Training and Capability Framework, including governance, standard methods, decision rights and minimum readiness requirements.
  • Convert contracts, client SOPs/DTPs, controls, policies and role expectations into measurable learning objectives, curricula and proficiency standards.
  • Create deployment roadmaps for new and existing accounts, covering discovery, content build, trainer readiness, learner certification, nesting and stabilisation.
  • Establish document control and version governance for curricula, facilitator guides, learner materials, assessments, simulations and training evidence.
  • Govern training needs analysis and instructional design across voice, chat, email and back-office processes, using role-based and risk-based prioritisation.
  • Oversee classroom, virtual and blended delivery; ensure sufficient practice, scenario application, systems simulation and knowledge checks.
  • Define assessment quality standards, pass criteria, retake rules, exception governance and certification evidence for production readiness.
  • Build trainer and subject-matter-expert capability through selection, accreditation, observation, coaching and periodic recertification.
  • Integrate training data with nesting, quality, productivity, compliance, complaint and employee-performance signals to identify capability gaps.
  • Partner with Operations and Quality to establish structured nesting, floor support and post-training reinforcement until proficiency criteria are met.
  • Lead root-cause analysis of learning-related performance gaps using 5 Whys, fishbone, Pareto and learner-data segmentation.
  • Govern targeted remediation, refresher learning and knowledge interventions, including owners, due dates, effectiveness checks and sustainment reviews.
  • Define a balanced learning scorecard and KPI dictionary with calculation logic, data ownership, thresholds and drill-downs by site, account, role and cohort.
  • Lead weekly, monthly and quarterly reviews; present readiness, risks, learning effectiveness, interventions and decisions required to delivery and client leadership.
  • Distinguish activity measures, learning measures, behaviour transfer and business outcomes rather than relying on attendance or test scores alone.
  • Track capability actions to closure and validate that reported improvement is supported by evidence from the operating environment.
  • Lead, mentor and develop Training Managers, Process Trainers and local learning specialists across locations and accounts.
  • Partner with Operations, Quality, Workforce Management, Technology, Risk/Compliance, HR and client teams to embed learning into workforce and change plans.
  • Create capacity models for faculty, rooms, virtual delivery, systems access and production-support coverage aligned to hiring and transition demand.
  • Act as the learning change leader for new tools, processes, policies and behaviours through communication, adoption tracking and feedback loops.
  • Owns: training framework, learning standards, curriculum architecture, assessment integrity, certification governance and learning reporting standards.
  • Approves: material changes to curricula, assessment approaches, production-readiness criteria, trainer certification and training evidence protocols.
  • Recommends: capability interventions, delivery-model improvements, technology investment and learning priorities to Operations and client leadership.
  • Partners with: Operations Delivery, Quality, Workforce Management, Technology, Risk/Compliance, HR, Talent Acquisition and client stakeholders.
  • Escalates: material readiness risk, control-training gaps, recurring early-life failure, ineffective remediation and unresolved cross-functional dependencies.

Skills used in this role

What the employer is looking for

  • Bachelor's degree in any discipline; MBA or a relevant postgraduate qualification is preferred.
  • 15+ years of experience across BPO operations, training, learning and development or service-delivery leadership, including substantial experience leading managers and/or direct reports.
  • Demonstrated experience establishing or transforming learning governance across multi-account, multi-site or multi-channel service environments.
  • Hands-on expertise in training needs analysis, curriculum architecture, instructional design, facilitation, assessment, certification, nesting and performance transfer.
  • Working knowledge of adult-learning principles, competency-based learning, blended delivery and learning evaluation methods; practical use of ADDIE or equivalent design discipline expected.
  • Experience building measurable readiness gates and linking learning data to quality, productivity, compliance and customer outcomes.
  • Ability to interpret client contracts, SOPs/DTPs, policy requirements and operational data, and translate them into role-based capability standards.
  • Experience with learning management systems, knowledge platforms, enterprise workflow tools and analytical tools such as Power BI or equivalent is advantageous.
  • Enterprise thinking Connects client outcomes, workforce readiness, operational risk and capacity demand.
  • Learning architecture Creates coherent role-based journeys from induction through sustained proficiency.
  • Analytical judgement Uses evidence to separate content, delivery, learner and workplace-transfer issues.
  • Execution discipline Creates clear ownership, readiness gates and follow-through across complex operations.
  • Change leadership Builds adoption through communication, practice, reinforcement and visible sponsorship.
  • Client credibility Communicates capability, readiness risk and recovery plans with clarity and composure.

Benefits and support

  • Compensation and benefits are detailed in the job posting

About IBM

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IBM

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International Business Machines Corporation (IBM) is a global technology and consulting company that provides hybrid cloud, artificial intelligence, and enterprise infrastructure solutions. Operating in over 175 countries, IBM helps businesses across industries modernize operations, secure data, and drive digital transformation through platforms like watsonx and Red Hat OpenShift. Founded over a century ago, the company remains a pioneer in high-performance computing, enterprise automation, and quantum technology.

Industry
Information Technology
Company size
260,000+ employees
Founded
June 16, 1911
Location
Armonk, New York, USA
Funding stage
Public Company

Funding

Public Company · $3.5B raised

Institutional Public ShareholdersVanguard GroupBlackRock
  • ·Post Ipo Debt$150M

Leadership

AK
Arvind Krishna

Chairman, President and Chief Executive Officer

JJ
James J. Kavanaugh

Senior Vice President and Chief Financial Officer

RT
Rob Thomas

Senior Vice President, Software and Chief Commercial Officer

MA
Mohamad Ali

Senior Vice President, IBM Consulting

JH
Jonathan H. Adashek

Senior Vice President, Marketing and Communications

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