Group Manager - Process Training

This role ensures new hires and existing staff are equipped with the knowledge, skills, and compliance standards required to deliver superior customer service and operational accuracy. The Group Manager - Training collaborates closely with Operations, Quality, and Client Teams to drive performance outcomes, reduce errors, and meet regulatory obligations.

Key Responsibilities

1. Training Strategy & Planning

• Develop and implement training plans aligned with utilities processes
• Conduct training needs analysis (TNA) based on performance data, process changes, and client requirements.
• Standardize training frameworks, learning paths, and competency models for the utilities vertical.

1. Content Development

• Create, update, and maintain process training materials: SOPs, job aids, simulations, playbooks, assessments, and e-learning modules.
• Liaise with clients and operations to ensure content reflects the latest regulatory updates (e.g., energy rules, privacy requirements, billing standards).

1. Performance Management

• Track and report training effectiveness using KPIs: learning curves, nesting performance, CSAT, AHT, QA scores, error rates, and compliance metrics.
• Drive initiatives to reduce training-related defects and attrition.
• Provide coaching and development plans for trainers.
• Ensure trainers follow consistent instructional design methodologies and adult learning principles.

1. Stakeholder & Client Management

• Work closely with clients to understand expectations, process updates, and quality trends.
• Represent Training in calibration sessions, business reviews, and governance meetings.
• Partner with Operations, Quality, and Workforce teams to improve end-to-end agent performance.

1. Compliance & Governance

• Ensure training programs adhere to utility sector regulations, data privacy, and organizational policies.
• Maintain complete training documentation for audits and client reviews.
• Matric

Experience required

• 2-3 years’ training management experience
• Experience managing training teams and running multi-batch operations.
• Excellent communication, facilitation, and stakeholder management skills.
• Proficiency in instructional design and digital learning tools is a plus.

Key Competencies required

• Leadership & team management
• Data-driven decision-making
• Problem solving & continuous improvement
• Client relationship management
• Adaptability & change management