Senior Learning And Development Specialist

Job Title: Senior L&D Specialist

Location: Pune

Department: Learning & Development

Reports To: Manager – L&D

Job Summary

The Senior L&D Specialist is responsible for designing, delivering, and managing the full spectrum of Learning & Development initiatives across the organization. This includes LMS administration, leadership development programs, content creation, training delivery, and end-to-end management of the annual L&D calendar. The role requires deep experience in L&D within the BPO/BPM industry and the ability to partner with leaders to enhance capability development and operational performance.

Key Responsibilities

1. Training Design & Delivery

• Design and deliver training for onboarding, soft skills, functional skills, and leadership development.
• Facilitate high-impact managerial and behavioural interventions tailored to BPO/BPM operations.
• Conduct virtual and classroom sessions for mid-management and senior associates.
• Ensure programs align with business goals, industry trends, and operational requirements.

2 . L&D Calendar Ownership

• Create, plan, and execute the annual L&D calendar for the organization.
• Coordinate with functional leaders, operations teams, and HRBPs to schedule, prioritize, and manage all learning initiatives.
• Drive organization-wide participation and ensure timely completion of all planned programs.

3. Training Needs Analysis & Evaluation

• Conduct organization-wide TNA in collaboration with operations, QA, HR, and senior management.
• Develop competency-based learning paths for employees across levels.
• Evaluate training impact using feedback, performance metrics, productivity measures, and business outcomes.
• Make data-driven recommendations for continuous improvement.

4. Mid-Management & Behavioural Development

• Design and deliver leadership development journeys for emerging leaders, team leaders, managers, and high-potential employees.
• Facilitate workshops on leadership, communication, coaching, performance management, conflict resolution, and team effectiveness.
• Support succession planning and talent development initiatives through targeted interventions.

5. Content Creation & Instructional Design

• Develop end-to-end training content including facilitator guides, participant manuals, job aids, e-learning modules, and assessments.
• Collaborate with SMEs to design process-specific or client-specific training materials for BPO/BPM operations.
• Ensure content follows adult learning principles and industry best practices.

6. Stakeholder Collaboration

• Partner with senior leadership, operations heads, and client teams to implement capability-building initiatives.
• Present L&D plans, dashboards, and impact reports to leadership and recommend capability-enhancement initiatives.
• Support client audits, RFPs (Request for Proposal), and capability showcase as needed.

7. Reporting & Analytics

• Prepare monthly, quarterly, and annual L&D dashboards highlighting participation, impact, and ROI (Return on Investment).
• Analyze learning trends, skill gaps, and compliance levels to support business decisions.

8. LMS Management & Digital Learning

• Oversee end-to-end LMS administration, including course uploads, user management, reporting, and system maintenance.
• Develop and manage digital learning assets such as e-learning modules, microlearning, assessments, and videos.
• Track learner engagement, compliance, and completion metrics; provide insights to leadership.
• Ensure the LMS is being fully utilized to enhance learning accessibility and efficiency.

Qualifications & Experience

• Bachelor’s degree in any field (master’s degree or L&D certifications preferred).
• 8–10 years of experience in L&D within the BPO/BPM industry is mandatory.
• Proven experience with LMS platforms (implementation, administration, reporting).
• Strong experience in leadership development and behavioral training.
• Strong understanding of BPO/BPM processes, metrics, and skill requirements.
• Expertise in instructional design methodologies and adult learning principles.
• Proficient in MS Office, e-learning authoring tools (Articulate Storyline, Captivate, etc.), and virtual training platforms.

Personal Attributes

• Strong facilitation and presentation skills across diverse audiences and levels.
• Excellent stakeholder management and relationship-building abilities.
• Strategic mindset with strong planning, organization, and prioritization skills.
• Analytical, data-driven, and comfortable making recommendations to senior leadership.
• Creative, proactive, and able to work independently with minimal supervision.