Job Description:
The Manager – Training & Capability Development is responsible for building and improving the capabilities of employees across Business Services through structured training, onboarding, refresher programs and role-based development.
The role will support all Business Services verticals and centralized teams by identifying capability gaps, developing practical training programs and measuring training effectiveness across recruitment, business development, account management, customer service, call center operations, soft skills and functional skills.
Key Responsibilities:
- Training Needs Analysis
- Conduct regular training-needs assessments across Business Services.
- Identify capability gaps based on performance, client feedback, QA findings and business requirements.
- Develop annual and quarterly training plans aligned with business priorities.
- Maintain training requirements by role and function.
- Onboarding & Induction
- Develop and deliver structured induction programs for new Business Services employees.
- Ensure new joiners understand Vistas Global, Business Services, policies, processes and service expectations.
- Coordinate role-specific onboarding with Unit Heads and functional managers.
- Maintain onboarding completion records.
- Recruitment Training
- Train Recruitment teams on sourcing, screening, interviewing, candidate management and client requirements.
- Develop practical recruitment training modules.
- Conduct refresher sessions based on delivery gaps and recruiter performance.
- Support improvement in recruitment quality, productivity and turnaround time.
- Business Development & Account Management Training
- Develop and deliver training on prospecting, client engagement, sales communication and opportunity management.
- Train Business Development and Account Management teams on cross-selling, upselling and account growth.
- Support proposal, presentation and negotiation capability.
- Conduct refresher and coaching sessions based on performance requirements.
- Customer Service & Call Center Training
- Deliver training on customer service, call handling, communication, complaint management and service standards.
- Develop role-specific training for call center and customer-facing teams.
- Conduct refresher training based on QA findings and client feedback.
- Support improvement in customer experience and service quality.
- Soft Skills & Leadership Development
- Deliver training in communication, presentation, teamwork, problem-solving, time management and professionalism.
- Support supervisory and leadership-development programs.
- Provide coaching and development support to Process Managers, Coordinators and other key employees.
- Develop practical role-based learning interventions.
- Functional & Process Training
- Coordinate with Unit Heads and Process Managers to develop process-specific training.
- Ensure employees understand SOPs, SLAs, KPIs and client requirements relevant to their roles.
- Conduct refresher training when processes, contracts or client requirements change.
- Maintain standardized training materials.
- Training Effectiveness & Assessment
- Conduct pre-training and post-training assessments where applicable.
- Measure training effectiveness through performance improvement and feedback.
- Track attendance, completion and assessment results.
- Identify employees requiring additional coaching or refresher training.
- Report training effectiveness to management.
- Training Calendar & Records
- Maintain an annual and monthly training calendar.
- Ensure training activities are planned and delivered on time.
- Maintain training records, attendance, assessments and completion status.
- Provide regular training reports and dashboards.
- Continuous Improvement
- Review training content regularly and update programs based on business requirements.
- Incorporate QA findings, client feedback and performance data into future training.
- Benchmark training practices and recommend improvements.
- Support a continuous-learning culture across Business Services.
KEY RESULT AREAS (KRAs):
- Training Plan Execution:
• KPI: Deliver at least 90% of the approved annual Business Services training plan within agreed timelines.
- New Joiner Onboarding:
• KPI: Ensure 100% of applicable new Business Services employees complete structured induction and onboarding training.
- Role-Based Training:
• KPI: Deliver structured training programs across Recruitment, Business Development, Account Management, Customer Service, Call Center and operational roles as per the approved training calendar.
- Training Coverage:
• KPI: Achieve at least 90% training participation/completion for employees nominated for mandatory training programs.
- Training Effectiveness:
• KPI: Achieve an agreed minimum improvement in post-training assessment or performance results compared with the pre-training baseline.
- Refresher Training:
• KPI: Conduct refresher training for 100% of recurring capability gaps identified through QA reviews, performance assessments or client feedback.
- Training Quality:
• KPI: Maintain an average training feedback score of at least 85% or the approved internal benchmark.
- Training Materials:
• KPI: Develop and maintain updated training materials for 100% of approved core Business Services training programs.
- Training Reporting:
• KPI: Submit 100% of monthly training reports on time, covering attendance, completion, assessments, gaps and corrective actions.
- Capability Development:
• KPI: Ensure agreed development plans are implemented for identified high-potential employees and employees requiring performance improvement.
QUALIFICATIONS
- Bachelor's degree in Human Resources, Business Administration, Learning & Development, Education or a related field.
- Professional training or facilitation certification preferred.
- 7+ years of relevant experience in training, learning and development, capability building or operational training.
- Experience in staffing, outsourcing, customer service, call center, recruitment or business services preferred.
- Strong facilitation, presentation and communication skills.
- Experience developing training modules, assessments and learning materials.
- Strong understanding of adult learning principles and practical workplace training.
- Ability to conduct training-needs analysis and measure training effectiveness.
- Ability to work closely with Recruitment, Business Development, Operations, QA/QC and Unit Heads.
- Strong planning, coordination and stakeholder-management skills.
- Ability to use performance data and feedback to identify capability gaps and recommend development actions.
