Job Description :

Position : AVP / Head - Training & Learning Development (PAN India)

Location : Gurugram (Corporate HQ)

Coverage : PAN India Operations

Industry : BPO / Customer Experience / Contact Center

Reporting To : COO / CEO

Experience Required : 12 -18+ Years

Role Purpose :

Radical Minds Technologies Pvt. Ltd. is seeking an experienced and visionary Head of Training to lead the organization's Learning & Development function across all locations in India. The role will be responsible for building a high-performance learning culture, enhancing employee productivity, driving client-specific training programs, and ensuring consistent delivery excellence across voice, non-voice, sales, collections, and customer experience operations. The incumbent will own the complete training lifecycle from induction, process training, behavioral interventions, leadership development, quality calibration, and capability building to support business growth and operational excellence.

Key Responsibilities :

Strategic Learning Leadership :

- Develop and execute the organization's Training & Development strategy aligned with business goals.

- Establish a robust learning framework supporting operations across all business verticals.

- Build a future-ready workforce through structured capability development programs.

- Drive a culture of continuous learning and performance improvement.

Operations & Process Training :

- Lead process training for Voice, Non-Voice, Customer Service, Sales, Collections, Healthcare, Travel, Hospitality, and International Processes.

- Ensure training content remains updated with client requirements and industry best practices.

- Standardize training methodologies across all locations.

- Monitor training effectiveness and operational readiness.

New Hire & Induction Programs :

- Design and oversee onboarding and induction programs for all new hires.

- Ensure seamless transition from training to operations.

- Improve early-stage employee productivity and reduce attrition through effective onboarding.

Training Governance & Performance :

- Establish training scorecards, dashboards, and governance mechanisms.

- Measure training ROI through :

1. Nesting performance

2. Speed to proficiency

3. CSAT impact

4. Productivity metrics

5. Attrition reduction

- Conduct regular business reviews with senior leadership.

Leadership & Capability Development :

- Develop leadership development programs for Team Leaders, Managers, and Senior Leaders.

- Create succession planning and internal talent development frameworks.

- Drive coaching and mentoring initiatives across the organization.

Training Technology & Innovation :

- Implement LMS (Learning Management Systems) and digital learning platforms.

- Introduce e-learning, microlearning, gamification, and AI-enabled learning solutions.

- Leverage analytics to improve learning outcomes.

Quality & Client Collaboration :

- Partner with Quality and Operations teams to identify performance gaps.

- Design interventions to improve customer experience and operational KPIs.

- Participate in client reviews and training governance meetings.

- Ensure compliance with client-specific certification requirements.

Team Management :

- Lead a PAN India team of Trainers, Assistant Managers, Managers, and Training Leads.

- Build a high-performing learning organization.

- Drive trainer certification and capability enhancement programs.

Key Performance Indicators (KPIs) :

Business Impact :

- Reduction in New Hire Attrition

- Improvement in Productivity & Conversion

- Reduction in Error Rates

- Increase in CSAT/NPS

Training Metrics :

- Training Effectiveness Score

- Speed to Proficiency

- Certification Scores

- Trainer Utilization

- Learning Completion Rates

Leadership Development :

- Internal Promotion Ratio

- Leadership Readiness Index

- Succession Pipeline Strength

Desired Candidate Profile :

Experience :

- 12 - 18+ years of experience in Training & Learning Development within BPO, Contact Center, Customer Experience, or Shared Services environments.

- Minimum 5 years in a leadership role managing multi-location training operations.

- Strong exposure to International and Domestic BPO processes.

- Experience managing large-scale training operations across multiple geographies.

Education :

- Graduate in any discipline.

- MBA / PGDM / Certification in Learning & Development preferred.

- Certified Trainer, Six Sigma, COPC, or Learning Certifications will be an advantage.

Key Competencies :

- Strategic Learning Leadership

- BPO Operations Training Expertise

- Leadership Development

- Learning Technology & LMS Management

- Stakeholder Management

- Client Engagement

- Change Management

- Data Analytics & Reporting

- Team Building & Coaching

- Performance Improvement

Why Join Radical Minds :

- Opportunity to shape the learning culture of a rapidly growing organization.

- Lead training transformation across PAN India operations.

- High visibility role with direct interaction with senior leadership and clients.

- Opportunity to build future leaders and drive business impact through learning excellence.

Compensation : Best in Industry + Performance Linked Incentives.

Location : Gurugram (Corporate HQ) with PAN India travel as required. Join Radical Minds and lead the transformation of learning, performance, and operational excellence across our national footprint.