Training Leader

A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You'll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you'll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You'll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences. The role is accountable for the strategy, planning, and execution of training for teams supporting HR, Finance, Procurement, and Customer Operations business process services. This leader ensures employees are prepared to deliver consistent, high-quality services in a fast-paced, client- and customer-focused environment. Working in partnership with functional, operational, and site leaders, the role translates business requirements into effective learning plans, develops the capabilities needed to support service delivery, and measures training’s impact on operational performance. The Training Leader leads the local training team and partners with regional and global stakeholders to align country programs with enterprise standards while meeting the needs of the delivery operations teams Key Responsibilities Training Strategy and Planning

• Develop and lead the Center training strategy in alignment with business objectives, client commitments, operational priorities, and global learning frameworks.
• Translate business and client requirements into practical, measurable learning plans for HR, Finance, Procurement, and Customer Operations delivery teams.
• Prioritize training based on hiring and ramp-up needs, process transitions, client or policy changes, performance trends, compliance requirements, and transformation initiatives.
• Lead planning for training capacity, resources, budgets, and delivery across the Center. Program Design and Delivery
• Oversee onboarding, process, systems, customer service, leadership, and continuous learning programs for employees supporting BPO operations.
• Ensure training prepares employees to follow approved processes, meet service expectations, and support required quality, productivity, and customer experience standards.
• Ensure learning materials are accurate, engaging, accessible, and aligned with current processes, systems, policies, and client requirements.
• Promote appropriate use of instructor-led, virtual, digital, and on-the-job learning approaches.
• Establish standards for trainer readiness, facilitation quality, knowledge checks, learner assessment, and readiness to transition into live operations.
• Ensure training is reviewed and updated promptly when client requirements, processes, systems, or business needs change. Business Partnership
• Build strong partnerships with BPO operations leaders, functional leaders, HR, Quality, and other relevant stakeholders.
• Consult with business and client-facing leaders to identify capability gaps and recommend training or other performance solutions.
• Ensure training plans support service levels, productivity, quality, customer experience, employee readiness, and contractual or client commitments. Team Leadership and Governance
• Lead, coach, and develop the Center training team.
• Set clear objectives and performance expectations, and build a culture of accountability, collaboration, and continuous improvement.
• Establish governance for training needs analysis, curriculum ownership, content approval, delivery, assessment, and program evaluation.
• Promote consistent training practices across the BPO operation while accommodating the distinct needs of each supported function and client. Measurement and Continuous Improvement
• Define and monitor training measures such as training effectiveness, time to proficiency, knowledge retention, quality, productivity, learner feedback, and operational outcomes.
• Use learner, quality, and operational data to evaluate program effectiveness and identify improvement opportunities.
• Present training performance, risks, resource needs, and recommendations to senior leaders.
• Improve training efficiency and impact through feedback, data analysis, technology, and regular review of learning programs. Compliance and Risk Management
• Ensure required training is completed, documented, and reported in accordance with company policies, applicable regulations, and client or contractual obligations.
• Maintain appropriate controls over training records, learning content, assessments, and completion reporting.
• Identify and escalate training-related risks, capability gaps, and compliance concerns.
• Significant experience in learning and development, training, or capability development, preferably in a BPO or shared services environment.
• Experience supporting or leading training for multiple business functions, ideally including HR, Finance, Procurement, and Customer Operations.
• Demonstrated experience leading a training function or multi-disciplinary training team in a complex, high-volume operation.
• Track record of developing and executing training strategies and translating business, operational, and client requirements into measurable learning plans.
• Experience with onboarding, process and systems training, quality improvement, service delivery, and operational change initiatives.
• Familiarity with learning management systems, digital learning tools, and training measurement approaches.
• Experience managing budgets, resources, vendors, or training delivery at scale is an advantage. Core Competencies
• Strategic thinking and execution
• BPO operational awareness
• Senior stakeholder engagement and influencing
• People leadership and team development
• Learning design and delivery oversight
• Data-driven decision-making
• Client and customer focus
• Change management and continuous improvement
• Clear communication and presentation skills
• Organization, prioritization, and sound judgment