Assistant Vice President

Job Title: Assistant Vice President - Business Training Reporting to: Global Head TrainingWork Location: Bengaluru EC First Phase - Work from OfficeTeam Size: Management / Leadership Role

Job summaryBusiness Training leadership role, not an L&D, Communication, or V&A-focused position. We are specifically targeting candidates with:Strong Business Training experience within CX Voice environments (no domestic campaigns)A minimum of 20+ years of experience, with at least 3+ years at the Sr. Director / AVP level within the same organizationProven P&L ownership, with a clear track record of driving cost optimization and margin improvementDemonstrated experience in driving technology/AI-led transformation to enhance learning effectiveness and business outcomes.

Duties and responsibilities1.Training Strategy & LeadershipDefine and execute a global training strategy aligned with business objectives, client requirements, and operational KPIs.Lead end-to-end training lifecycle across large voice-based BPO operations (new hire, refresher, leadership development).Drive standardization and scalability of training frameworks across multiple locations and geographies.Build and lead high-performing training teams, ensuring consistent delivery and governance across accounts.

• Business & Domain-Centric TrainingDesign training programs focused on international voice operations, customer experience (CX), and service delivery excellence.Partner with operations and SMEs to build role-based, process-specific training interventions.Ensure training aligns with client expectations, compliance standards, and business SLAs.Continuously evolve content based on industry trends, customer expectations, and operational needs.
• Performance & Capability EnhancementLeverage operational data (quality, CSAT, AHT, productivity) to identify training gaps and drive targeted interventions.Own training effectiveness through measurable KPIs and business impact metrics.Collaborate with operations leadership to improve quality, efficiency, and customer experience outcomes.Drive a culture of continuous improvement and performance excellence.
• Onboarding & UpskillingLead structured onboarding programs to ensure rapid ramp-up and productivity of new hires.Design and implement upskilling and cross-skilling frameworks for existing workforce.Build leadership capability programs for frontline managers and CX leaders.
• Financial & Resource Management (P&L Ownership)Own and manage training function P&L, including budgeting, cost optimization, and ROI tracking.Ensure efficient allocation of training resources across programs and geographies.Drive productivity and cost efficiencies through innovative training delivery models.
• Stakeholder & Executive EngagementAct as a strategic partner to business leaders and clients, influencing training outcomes.Engage with global stakeholders and executive leadership with strong communication and business acumen.Drive alignment between training, operations, and client expectations.

Key Requirements20+ years of experience in Training within international Voice BPO / CX operationsProven experience managing large-scale, multi-location training teamsAccountable for Driving cost saving measures to improve MarginsDrive Tech /AI transformation to enhance learning experienceStrong expertise in business-driven training (NOT L&D/OD background) Demonstrated P&L ownership and financial acumenDeep understanding of voice operations, CX metrics, and operational performance driversExceptional stakeholder management and executive communication skillsStrong leadership presence with the ability to influence senior leadership and global clientsExperience in scaling training frameworks across geographies

Leadership CompetenciesStrategic thinking with execution excellenceStrong people leadership and team-building capabilityHigh ownership, accountability, and business orientationExcellent communication and executive presenceAbility to operate in a fast-paced, global delivery environment

Skills & competenciesExperience scaling systems in a fast-paced and changing environment and ability to perform ongoing prioritization to align organization and department initiatives. Ability to work well under pressure and be flexible in adapting and responding to changing situations.Strong organizational skills with the ability to manage multiple, conflicting priorities in a fast-paced environment. Outstanding obsession with service orientation; a sense of urgency, follow-up, and responsiveness; high level of personal integrity and confidentiality.

Minimum education and experience requiredAn ideal candidate would be a smart Business school graduate with a few years of experience in consulting domain.Need to possess smart Data Analytics and project management capability.Proven experience in designing, implementing, and managing HR Technology strategies, systems, & applications.