Senior Manager – L&D Modernization & Performance Excellence

About the Role

• Lead the transformation and modernization of the Learning & Development ecosystem across high-volume operations.
• Drive performance excellence through structured measurement frameworks, governance, and scalable operating models.
• Redesign learning experiences to be blended, simulation-based, and application-focused.
• Integrate technology and AI into learning design, delivery, and learner enablement strategies.

Job Description

• Strategic Senior Manager – L&D Modernization & Performance Excellence with 10–15 years of experience.
• Expert in modern learning design, analytics, readiness measurement, and organizational effectiveness.
• Proven track record of transforming L&D ecosystems in high-volume environments, preferably contact centers.
• Strong leadership capability across design, delivery, governance, and performance measurement.

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Qualifications

Educational Qualifications

• Bachelor’s degree in Human Resources, Organizational Development, Business Administration, or related discipline.
• Master’s degree or certification in Learning & Development, Organizational Effectiveness, or Instructional Design preferred.

Experience

• 10–15 years of L&D experience with at least 4+ years in a senior leadership role.
• Demonstrated experience modernizing L&D in high-volume service or contact center environments.
• Strong expertise in blended learning, digital learning, simulation-based learning, and instructional design methodologies.
• Experience building and operationalizing L&D operating models, governance frameworks, and KPI scorecards.
• Hands-on experience in developing performance dashboards and readiness metrics.
• Experience partnering with senior leadership and managing cross-functional stakeholders.
• Experience in BFSI, retail banking, or mortgage training environments preferred.
• Exposure to AI-driven learning solutions or automation in learning workflows preferred.

Skills

• End-to-end L&D modernization including content strategy, learner journeys, and simulation-based design.
• Design and implementation of unified measurement frameworks and role-based performance scorecards.
• Organizational structure review and scalable capability model development.
• Development of simulation, sandbox, and roleplay environments to enhance production readiness.
• Strong governance, intake, scoping, prioritization, and release cycle management.
• AI-in-learning strategy development with defined guardrails and governance.
• Data-driven decision-making and analytical storytelling for leadership audiences.
• Strategic thinking, structured problem solving, and stakeholder influence.
• People leadership, coaching alignment, and capability building.

Perks and Benefits

• 2-way cab pick-up and drop-off facility for a stress-free commute.
• One complimentary meal provided during the shift.
• Exposure to multiple functional areas, enhancing your professional growth.
• Supportive work environment focused on learning and development.

Training Support

• Comprehensive project-specific training will be provided to help you succeed in your role.