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
