Training Manager - Retail Vertical (Onsite, Alexandria)

About the role

Sutherland is looking for a highly skilled and motivated Training Manager to join its team supporting the retail vertical. The role is based onsite in Alexandria and focuses on developing and implementing effective training programs while maintaining high-quality standards across the organization.

Key responsibilities

• Manage stakeholders across different customer bases and verticals by identifying and assessing training needs
• Act as a relationship manager, creating and supporting a range of training solutions
• Lead project management at execution level through training solutions for a new transition
• Manage learning management systems and the employee training lifecycle for new setups and geographic expansions
• Stay updated on industry trends and best practices in training methodologies and quality management
• Prepare and present reports on training outcomes and performance to senior management
• Work with the Quality Team to define the TNI and TNA with trainers and plan remediation sessions
• Design monthly assessments to close knowledge gaps across aligned programs
• Ensure new-hire content meets client requirements, revamp training content or advise the client training team on updates

Required profile

• 5+ years in a training leadership role within the BPO industry; retail vertical experience is a major plus
• Experience managing teams supporting cloud-based applications and on-premises technologies
• Experience managing new hires, trainers and SMEs, and managing KPIs such as net throughput and program performance
• Bachelor's degree; education management or a technical field is a plus

Required skills

• Well versed in the MS Office suite for daily reports
• Presentation skills to share data and visuals with the training leader or clients
• Subject-matter expertise in upskilling and reskilling domains