Learning & Development Manager for Insurance Account

Job Description

Scope of Responsibilities:

• Lead and develop high-performing L&D (Training & Quality) teams across multiple business lines
• Ensure training effectiveness, quality performance, and process improvement aligned with client and organizational goals
• Develop and implement SOPs, auditing frameworks, and calibration processes to maintain consistency and compliance
• Analyze Training and Quality data to identify gaps and improvement opportunities
• Plan, execute, and monitor training programs for new hires and existing staff to enhance skills and operational performance
• Govern and maintain compliance with client and quality standards
• Collaborate with internal and external stakeholders to deliver customer-focused and scalable L&D solutions
• Drive engagement, retention, and leadership development strategies within the team
• Review and enhance hiring, onboarding, and development processes for new team members
• Manage team performance, provide coaching, and oversee appraisals and career development
• Optimize resource planning, capacity management, and travel readiness for offshore training
• Align L&D goals with organizational objectives and maintain training records, QA reports, and performance dashboards
• Assist in preparation of offshore training strategy in terms of training methodology, duration and desirable outcomes
• Partner with Engagement Center Shared Services for smooth transition
• Remain flexible and responsive to evolving business needs and client requirements
• Participate in New BU Transitions and help design Training/Deployment Execution plan.
• Promote continuous learning by encouraging the adoption of innovative training technologies and fostering a culture of knowledge sharing across departments.
• Develop feedback mechanisms to assess training effectiveness and support ongoing improvement initiatives.