About NIIT
NIIT is a leading Skills and Talent Development Corporation that is building a manpower pool for global industry requirements. The company, which was set up in 1981 to help the nascent IT industry overcome its human resource challenges, today ranks among the world's leading training companies owing to its vast yet comprehensive array of talent development programs. With a footprint across 40 nations, NIIT offers training and development solutions to Individuals, Enterprises, and Institutions.
Link to our LinkedIn page: https://www.linkedin.com/company/niitmts/mycompany/
Link to our website: https://www.niit.com/en/learning-outsourcing/
Role Summary
The Assistant Manager is responsible for managing day-to-day learning operations, leading a team of training coordinators, and ensuring the successful delivery of training administration services. The role requires strong people management, stakeholder communication, operational excellence, and experience in Learning Management Systems (LMS) and Customer Relationship Management (CRM) platforms.
Key Responsibilities
Team Management
- Manage the day-to-day activities of the Training Administration team.
- Allocate work, monitor team performance, and ensure timely completion of operational tasks.
- Coach, mentor, and train team members to maximise their performance and professional development.
- Conduct regular team meetings, performance reviews, and knowledge-sharing sessions.
- Ensure adherence to defined SLAs, quality standards, and operational processes.
Training Administration & Operations
- Oversee end-to-end training administration activities for instructor-led (ILT), virtual instructor-led (VILT), and blended learning programs.
- Monitor learner enrollments, class scheduling, rescheduling, cancellations, attendance, and completion tracking.
- Ensure class readiness by coordinating with trainers, vendors, and internal stakeholders.
- Host and provide operational support for virtual training sessions when required.
- Monitor ongoing training activities and ensure smooth program execution.
LMS & CRM Management
- Manage and maintain Learning Management System (LMS) and Customer Relationship Management (CRM) activities.
- Ensure accurate course creation, learner records, reporting, and system updates.
- Troubleshoot LMS and CRM issues and coordinate resolutions with internal teams.
- Ensure data accuracy and compliance with organisational standards.
Customer & Stakeholder Support
- Serve as an escalation point for customer queries related to training administration.
- Support customers through email and chat, ensuring timely and professional resolution of issues.
- Build strong relationships with clients, trainers, vendors, and internal stakeholders.
- Demonstrate a strong understanding of business objectives and customer service standards to deliver an exceptional learner experience.
Reporting & Process Improvement
- Monitor training operations and prepare daily, weekly, and monthly reports.
- Track operational KPIs, team productivity, and service performance.
- Identify process improvement opportunities to enhance operational efficiency and customer satisfaction.
- Support implementation of best practices and continuous improvement initiatives.
Required Skills & Qualifications
- Excellent verbal and written communication skills.
- Strong experience in end-to-end training administration and learning operations.
- Experience managing teams in a learning operations or training administration environment.
- Good working knowledge of Learning Management Systems (LMS) and Customer Relationship Management (CRM) platforms.
- Strong customer service orientation with the ability to manage escalations effectively.
- Excellent organisational, planning, and stakeholder management skills.
- Proficiency in Microsoft Excel and Microsoft Office applications.
- Ability to analyse reports and make data-driven operational decisions.
Preferred Experience
- Experience supporting global learning operations across multiple regions and time zones.
- Experience hosting virtual instructor-led training sessions using Microsoft Teams, Zoom, or Webex.
- Experience working with external trainers, vendors, and enterprise clients.
- Knowledge of training operations, reporting, and service delivery management.
Work Requirements
- Willingness to work in rotational shifts to support global operations.
- Flexibility to support business requirements across different time zones.
NIIT is an equal opportunity employer. We evaluate qualified applicants without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.
Thanks & Regards
NIIT GS Team
