Associate Vice President - Training
Job Description
InnoQuest is hiring on behalf of a leading client in the Healthcare BPM/BPO industry for the position of Assistant Vice President Global Business Training (Voice CX) based in Bangalore.
Mandatory Ask :
1. Open for US shifts.
2. Candidates must come from International CX BPO backgrounds only and must be from U.S business Training/ Hiring background.
3. Candidates ideally managing large-scale Business Training operations for Voice Businesses with Voice KPI metrics.
4. Minimum 3+ years as Sr. Director within the same organization.
Roles & Responsibility :
1. Training Strategy & Leadership:
1. Define and execute a global training strategy aligned with business objectives, client requirements, and operational KPIs.
2. Lead end -to-end training lifecycle across large voice -based BPO operations (new hire, refresher, leadership development).
3. Drive standardization and scalability of training frameworks across multiple locations and geographies.
4. Build and lead high -performing training teams, ensuring consistent delivery and governance across accounts.
2. Business & Domain - Centric Training:
1. Design training programs focused on international voice operations, customer experience (CX), and service delivery excellence.
2. Partner with operations and SMEs to build role -based, process -specific training interventions.
3. Ensure training aligns with client expectations, compliance standards, and business SLAs.
4. Continuously evolve content based on industry trends, customer expectations, and operational needs.
3. Performance & Capability Enhancement:
1. Leverage operational data (quality, CSAT, AHT, productivity) to identify training gaps and drive targeted interventions.
2. Own training effectiveness through measurable KPIs and business impact metrics.
3. Collaborate with operations leadership to improve quality, efficiency, and customer experience outcomes.
4. Drive a culture of continuous improvement and performance excellence.
4. Onboarding & Upskilling:
1. Lead structured onboarding programs to ensure rapid ramp -up and productivity of new hires.
2. Design and implement upskilling and cross -skilling frameworks for existing workforce.
3. Build leadership capability programs for frontline managers and CX leaders.
5. Financial & Resource Management (P&L Ownership):
1. Own and manage training function P&L, including budgeting, cost optimization, and ROI tracking.
2. Ensure efficient allocation of training resources across programs and geographies.
3. Drive productivity and cost efficiencies through innovative training delivery models.
6. Stakeholder & Executive Engagement:
1. Act as a strategic partner to business leaders and clients, influencing training outcomes.
2. Engage with global stakeholders and executive leadership with strong communication and business acumen.
3. Drive alignment between training, operations, and client expectations.
Key Requirements:
- 20 + years of experience in Training within international Voice BPO / CX operations
- Proven experience managing large -scale, multi -location training teams
- Accountable for Driving cost saving measures to improve Margins
- Drive Tech /AI transformation to enhance learning experience
- Strong expertise in business -driven training (NOT L&D/OD background)
- Demonstrated P&L ownership and financial acumen
- Deep understanding of voice operations, CX metrics, and operational performance drivers
- Exceptional stakeholder management and executive communication skills
- Strong leadership presence with the ability to influence senior leadership and global clients
- Experience in scaling training frameworks across geographies
Leadership Competencies:
- Strategic thinking with execution excellence
- Strong people leadership and team -building capability
- High ownership, accountability, and business orientation
- Excellent communication and executive presence
