Job Description – Associate Director, L&D Modernization & Performance Excellence | Advisory and Professional Services

Role Title: Associate Director – L&D Modernization & Performance Excellence

Reports To: Chief Solutions Officer

Location: Noida/ Gurugram

Role Type: Full-time

Role Summary

We are seeking a strategic, innovative, and operationally strong Associate Director– L&D Modernization & Performance Excellence to lead the transformation of learning ecosystem. This role combines L&D modernization (content, delivery, technology, learner experience) with HR excellence (measurement frameworks, KPIs, organizational structure, and governance).

The ideal candidate brings deep experience in modern learning design, measurement, analytics, and organizational effectiveness within highvolume learning environments, preferably in contact centres or service operations.

Key Responsibilities

L&D Modernization & Learning Experience

Lead the endtoend modernization of the L&D ecosystem, shifting training toward blended, simulationbased, and application-heavy learning experiences.
Shape the content strategy to optimize digital vs. instructorled delivery while scaling highimpact handson practice.
Elevate learner experience by defining structured journeys, implementing staged readiness, and minimizing lecture-focused training.
Build simulation, callpractice, and roleplay environments to bridge the gap between classroom and production.
Establish sandbox or alternative simulation models to support safe, realistic system practice.

HR Excellence: KPIs, Measurement, Org Structure & Governance

Build a unified measurement framework covering programs, facilitators, assessments, and learner readiness.
Develop rolebased KPIs and scorecards for trainers, facilitators, supervisors, and instructional designers.
Design and operationalize the L&D operating model, including intake, scoping, prioritization, governance, and release cycles.
Lead organizational structure review and define a scalable L&D capability model across design, delivery, coaching, and operations.
Strengthen reporting and dashboards for leadership, shifting from volume metrics to insightdriven decision support.
Strengthen alignment between trainers, coaches, and supervisors to ensure consistent reinforcement and OJT readiness.

Technology, AI & Enablement

Develop a practical AIinlearning roadmap, including guardrails for design, delivery, augmentation, and learner support.
Partner with LMS/LXP owners to ensure smooth governance, content updates, and longterm platform alignment.

Qualification Requirements

Required

15+ years of L&D experience, with 8+ years in a senior leadership role.
Demonstrated success modernizing L&D in highvolume environments (contact centers preferred).
Strong expertise in learning strategy, blended learning, digital learning, simulations, and ID methodologies.
Deep understanding of L&D analytics, measurement models, readiness metrics, and performance dashboards.
Experience designing or optimizing L&D operating models, KPIs, and team structures.
Proven ability to influence senior leaders and manage cross-functional partnerships.

Preferred

Experience in BFSI, retail banking, mortgage training.
Exposure to simulation/sandbox environments.
Experience implementing AI or automation within learning workflows.

Core Competencies

Strategic thinking and structured problem solving
Learning design modernization
Operational excellence and governance
Data-driven decision making
Stakeholder and leadership influence
Innovation in digital learning and AI
People leadership and capability building
Analytical storytelling and insight generation

Associate Director - Learning & Development