Senior Manager - Capability Development

Job Title: Senior Manager – Capability Development                                                                                                                                       

Job Type: Full Time

Grade: E1

Function/Department: Capability Development

Reporting to: Director – Capability Development

Role Description: As the Senior Manager of Capability Development, you will play a pivotal role in nurturing the skills, knowledge, and expertise of our workforce. You will be responsible for creating and implementing strategies to enhance employee capabilities, foster professional growth, and align talent development with company objectives.

Roles & Responsibilities

• Develop and execute a comprehensive capability development strategy that aligns with the organization's goals and long-term vision.
• Design, implement, and manage a range of learning and development initiatives, including training programs, workshops, and e-learning modules.
• Identify high-potential employees within the Capability Development department and design leadership development programs to prepare them for future leadership roles.
• Collaborate with Managers and HR to assess the current skillsets of employees, identify gaps, and create plans for bridging those gaps.
• Develop key performance indicators (KPIs) to measure the effectiveness of capability development programs and track employee progress.
• Establish mentorship and coaching programs to provide personalized guidance and support for employees' professional growth.
• Manage the capability development budget efficiently, ensuring cost-effective investments in employee development.
• Implement and leverage talent development tools, software, and platforms to streamline and enhance learning and development efforts.
• Work closely with department heads and teams to identify specific training needs and collaborate on developing custom training programs.
• Ensure that all quality assurance and training and development activities adhere to relevant industry standards and regulatory requirements.

Expected/Key Results

• Ensure adherence to established Training and Quality Service Level Agreements (SLAs) and requirements.
• Foster skill enhancement within respective centres and processes to elevate proficiency.
• Strive for elevated persistency Quality scores and ensure the continuous relevance of training materials for assigned business lines
• Guarantee structured training and quality for 100% of new hires/transfers in operations and enhance the breadth and depth of employee process training certifications across all processes.
• Aim for an amplified number of process enhancements designed to improve quality results within existing workflows.
• Cultivate new client connections while nurturing existing client relationships. Track and disseminate critical training metrics for effective monitoring and transparency.
• Forge robust internal stakeholder relationships, evident through positive stakeholder feedback.
• Prioritize "People Engagement and Development," focusing on the retention, development, and succession planning within the function (a mandatory goal for People Managers, already included in the Goal Sheet).

Top of FormQualifications               

• Bachelor’s degree in a relevant field (e.g., Human Resources, Business, Education)

Preferred Work Experience

• Proven experience in capability development, learning and development, or talent management, with a track record of successful program design and implementation.

Competencies & Skills

• Exceptional leadership and team management skills
• Strong analytical, problem-solving, and project management abilities
• Excellent communication and interpersonal skills
• Strategic thinking and the ability to align talent development with organizational goals
• Proficiency in talent development tools and software
• Budget management experience
• Knowledge of industry-specific regulations and standard

Firstsource is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace. Firstsource participates in E-Verify and we will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s I-9 to confirm work authorization.

It is the policy of this Company to seek and employ qualified individuals at all locations and facilities, and to provide equal employment opportunities for all applicants and employees in recruiting, hiring, placement, training, compensation, insurance, benefits, promotion, transfer, and termination. To achieve this, we are dedicated to taking affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, and other eligible veterans.