LeadAssistantManager

The Instructional Systems Designer is responsible for analyzing learning and performance needs and translating them into effective, engaging, and measurable learning solutions. The role designs and develops instructor-led, virtual, digital, blended, and self-paced learning materials that align with business requirements, operational processes, client expectations, and established instructional-design standards. This position partners with Training Leadership, subject-matter experts, Operations, Quality, Compliance, and other stakeholders throughout the learning-development lifecycle. The role requires strong instructional-design expertise, project management, creativity, and the ability to connect learning interventions with measurable employee and business performance. Reports directly to the Sr. AVP for Training. Conduct training needs analyses to identify knowledge, skill, behavior, and performance gaps. Partner with business leaders, subject-matter experts, trainers, Operations, Quality, Compliance, and other stakeholders to gather and validate learning requirements. Translate business requirements, process documents, performance data, and subject-matter expertise into structured learning solutions. Apply recognized instructional-design models and adult-learning principles, including ADDIE, Bloom’s Taxonomy, experiential learning, and performance-based learning. Design and develop instructor-led training, virtual instructor-led training, e-learning, microlearning, simulations, knowledge checks, assessments, job aids, and performance-support materials. Create complete learning packages, including course outlines, learning objectives, facilitator guides, participant guides, presentation decks, activity instructions, assessments, answer keys, and evaluation tools. Develop digital learning content using Articulate 360, including Storyline and Rise, or similar authoring tools. Build meaningful formative and summative assessments that measure knowledge acquisition, skills application, decision-making, and readiness for production. Design practical exercises, case studies, scenarios, mock calls, role-plays, and simulations that reflect actual job responsibilities and customer interactions. Ensure learning objectives, instructional activities, assessments, and operational performance expectations are properly aligned. Review existing training materials and recommend updates, consolidation, redesign, or retirement based on business relevance and learner needs. Develop new-hire, upskilling, cross-training, refresher, certification, and leadership-development programs based on identified requirements. Incorporate quality findings, learner feedback, assessment results, operational performance, and client feedback into training improvements. Establish evaluation plans to measure learner reaction, knowledge acquisition, behavioral application, and business impact. Analyze training effectiveness using assessment performance, certification results, throughput, quality, productivity, customer-experience, and other applicable performance measures. Conduct pilot sessions, content reviews, train-the-trainer sessions, and learning calibrations before full implementation. Facilitate learning-design reviews and obtain approval from assigned stakeholders before deployment. Collaborate with trainers to ensure that materials are practical, facilitator-friendly, and aligned with classroom and operational realities. Maintain design standards, templates, naming conventions, version control, change logs, and approval records for all learning materials. Maintain an organized repository of approved curricula, source files, facilitator resources, assessments, and supporting documents. Ensure learning content complies with company policies, client requirements, regulatory standards, data-privacy requirements, copyright rules, and accessibility guidelines. Manage assigned instructional-design projects according to agreed scope, timelines, milestones, and quality standards. Provide regular project updates and escalate risks, delays, scope changes, and stakeholder dependencies to Training Leadership. Identify opportunities to improve development turnaround time through templates, automation, artificial intelligence, content reuse, and standardized design practices. Support internal and external audits by providing complete, accurate, current, and properly approved learning documentation. Perform other instructional-design and learning-development responsibilities assigned by Training Leadership. Open to qualified internal and external candidates Minimum of two years of experience in instructional design, curriculum development, learning and development, training content development, or a related function Experience developing instructor-led, virtual, blended, or digital learning solutions is required Experience using Articulate 360, including Storyline and Rise, or similar e-learning authoring tools is preferred Experience conducting training needs analyses and developing assessments, facilitator guides, participant materials, job aids, and digital courses is required Experience in a BPO, shared-services, insurance, financial-services, or customer-service environment is preferred Experience working with subject-matter experts, operational leaders, clients, and cross-functional stakeholders is an advantage A portfolio demonstrating instructional-design work, such as e-learning modules, facilitator guides, presentation decks, assessments, job aids, or curriculum maps, may be required Internal candidates must have at least 24 months of tenure in EXL and in their current role No PDP or disciplinary action within six months from the date of NOD Must not be on a Performance Improvement Plan at the time of application Minimum rating of 3.5 for Goal and Competency or Composite Rating No attendance or reliability issues College graduate, preferably in Education, Instructional Design, Communication, Psychology, Multimedia Arts, Business Administration, Information Technology, or a related field Instructional-design, e-learning, facilitation, project-management, or learning-technology certifications are an advantage Positive feedback from local leadership and their leadership teams