Senior Group Manager - Process Training

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence – WNS’ core differentiator – with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.

Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

Key Responsibilities

Strategic Leadership: Develop learning and development (L&D) strategies aligned with company goals and client requirements. Team Management: Lead, mentor, and coach a team of trainers, quality analysts, and training specialists to build a high-performing team. Operational Training: Oversee the end-to-end training lifecycle, including New Hire Training (NHT), On-the-Job Training (OJT), and product/process updates. Performance Metrics (KPIs): Monitor training effectiveness through metrics like speed-to-proficiency, nesting performance, and training-related attrition. Instructional Design: Design and update training materials, curricula, and e-learning content. Stakeholder Management: Collaborate with Operations, Quality, and HR teams to address skill gaps and meet business goals. Budget & Compliance: Manage training budgets, resources, and compliance with industry regulations.

Qualifications

Experience: Typically 10 + years of progressive experience in Learning & Development, with a minimum of 5 - 7years in a BPO, preferably in international voice/banking processes.Leadership: Proven experience leading training teams and managing large-scale, high-paced training operations.Data Analysis: Ability to use data to evaluate training ROI and performance.Tools: Proficiency in LMS (Learning Management Systems) and MS Office.Education: Bachelor’s degree.