Operations Training Manager

Role Overview

The Training Manager – Operations is responsible for designing, implementing, and managing training programs that enhance employee performance, improve operational efficiency, and ensure consistent service delivery across teams.

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Key Responsibilities

1. Training Strategy & Planning

* Develop and execute training strategies aligned with business and operational goals

* Identify training needs through performance analysis, audits, and stakeholder inputs

* Create annual training calendars and learning roadmaps

2. Program Development

* Design training modules, SOP-based learning, and skill enhancement programs

* Develop onboarding and continuous learning programs for operations teams

* Ensure content is updated based on process changes and business needs

3. Delivery & Facilitation

* Conduct classroom, virtual, and on-the-job training sessions

* Coach and mentor team members and supervisors

* Drive Train-the-Trainer (TTT) programs

4. Performance Improvement

* Monitor training effectiveness using KPIs (productivity, quality, error rates, etc.)

* Conduct refresher training and performance improvement interventions

* Work closely with operations managers to close skill gaps

5. Stakeholder Management

* Collaborate with operations, HR, and quality teams

* Provide insights and reports on training impact

* Support leadership in capability-building initiatives

6. Compliance & Quality

* Ensure adherence to SOPs, compliance standards, and audit requirements

* Maintain training records and documentation

* Support internal and external audits

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Key Skills & Competencies

* Strong training and facilitation skills

* Knowledge of operations processes (BPO, manufacturing, logistics, etc.)

* Instructional design and content development

* Data analysis and performance tracking

* Communication and stakeholder management

* Problem-solving and coaching ability

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Qualifications

* Bachelor's degree (MBA or relevant certification preferred)

* 5–10 years of experience in training/operations

* Experience in managing teams and training programs

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Key KPIs

* Training effectiveness score

* Employee productivity improvement

* Quality/error reduction

* Training completion rates

* Employee engagement and retention

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Tools & Systems (Optional)

* LMS (Learning Management Systems)

* MS Office / Google Workspace

* Data dashboards / reporting tools