Group Manager - Process Training - VNA/Sales Training - Gurgaon

Job Description

The Group Manager Communication Culture Soft Skills and Sales Enablement is responsible for strategic leadership governance and performance oversight of training and sales capability across multiple accounts and locations.

This role drives end to end capability building across communication customer experience and consultative sales directly impacting CSAT NPS conversion and revenue metrics.

The incumbent acts as a strategic partner to Operations leveraging data insights and structured interventions to improve customer experience sales effectiveness and business outcomes at scale.

Key Responsibilities

Strategic Leadership and Multisite Team Management

Lead mentor and manage multiple training and sales enablement teams AMs Leads Trainers across locations

Build leadership capability and succession pipeline within the function

Drive a culture of performance accountability and sales ownership across teams

Ensure optimal resource allocation and utilization aligned to business priorities

Business and Sales Alignment

Own and drive initiatives impacting:

Sales conversion and revenue generation

Upsell cross sell attach rates

Customer experience metrics CSAT NPS CES

Partner with Operations Sales Leadership and Quality to embed consultative selling behaviors into daily operations

Ensure training interventions balance commercial outcomes with customer experience excellence

Data Analytics and Performance Governance

Analyze and interpret data across:

Quality scores and audits

NPS CSAT CES trends

Sales metrics conversion revenue AHT vs revenue tradeoffs attach rates

Translate insights into targeted training coaching strategies and business recommendations

Establish and monitor KPIs across teams and locations ensuring consistent performance delivery

Lead WBRMBR reviews presenting actionable insights risks and improvement roadmaps

Training Strategy TNITNA and Sales Capability Building

Oversee Training Needs Identification TNI and Training Needs Analysis TNA using both CX and sales data

Drive design and execution of programs covering:

Communication and cultural alignment

Customer experience and service excellence

Consultative selling probing objection handling and closing

Ensure all programs are aligned to real business scenarios and revenue impact

Floor Coaching Strategy and Performance Enablement

Define and govern floor coaching frameworks focused on both communication and sales behaviors

Ensure teams deliver structured coaching interventions based on agent performance and skill mapping

Drive behavioral transformation on the floor not just training completion

Standardization and Process Excellence

Drive standardization of training coaching and sales enablement practices across accounts

Create and govern SOPs playbooks and frameworks for consistent delivery

Ensure vertical hygiene with structured reporting documentation and audit readiness

Promote best practice sharing across teams and locations

Project Management and Strategic Initiatives

Lead largescale initiatives across:

Sales capability enhancement

Customer experience transformation

Training innovation and automation

Prioritize projects based on business impact and ROI

Provide governance and direction to ensure timely and measurable outcomes

Stakeholder and Cross Functional Collaboration

Act as a trusted advisor to Operations Sales Quality and Hiring teams

Provide inputs into:

Hiring strategies language and sales readiness

Train and Hire programs

Pre Process training frameworks

Influence business decisions through data backed recommendations

Capability Building and Learning Innovation

Drive adoption of modern learning methodologies: blended learning simulations AI based coaching

Oversee creation of digital learning content Articulate Vyond Adobe Suite good to have

Ensure alignment with CEFR standards and language proficiency benchmarks

Promote participation in behavioral and sales training programs

Qualifications

Success Metrics

Uplift in sales conversion revenue and attach rates

Improvement in CSAT NPS CES and quality scores

Consistency and scalability of training and sales enablement practices

Strong leadership pipeline and team capability development

Successful delivery of strategic initiatives with measurable business impact

Qualifications and Experience

Graduate Postgraduate preferred

Extensive experience in Communication Soft Skills V and A Training and Sales Enablement

Proven track record of improving both customer experience and sales performance metrics

Strong understanding of BPO training ecosystems including Hiring Train and Hire and Preprocess Training

Excellent proficiency in English communication verbal and written

Key Competencies

Strategic thinking with strong commercial acumen

Data driven decision making

Sales and customer experience orientation

Program and project management

Stakeholder influencing and consulting

Leadership and team development