Deputy Manager - Learning and Development (RY737XVX)

Role Overview

We are seeking a proactive, detail oriented, and people focused Deputy Manager, Learning and Development to support communication training, language development, quality assurance, employee capability building, and learning operations within the BPO industry.

The selected candidate will be responsible for developing communication and language competencies across teams through training delivery, call monitoring, email reviews, feedback sessions, and continuous learning interventions. This role requires strong training facilitation skills, excellent communication ability, stakeholder coordination, and the capability to improve service quality through structured learning and development initiatives.

Key Responsibilities

Communication and Language Training

• Deliver communication and language training programmes for new hires and existing employees.
• Design learning materials, workshops, and training sessions based on business needs.
• Support improvement of verbal and written communication standards across teams.
• Adapt training content according to audience needs, role requirements, and performance gaps.
• Ensure training sessions are engaging, practical, and aligned with business expectations.

Quality Assurance and Performance Improvement

• Conduct call monitoring, email reviews, and feedback sessions to improve service quality.
• Review and audit communication quality to maintain consistency and high standards.
• Identify performance gaps and recommend suitable coaching or training interventions.
• Use assessments, feedback, and performance data to evaluate learning effectiveness.
• Support achievement of KPIs through structured learning and quality improvement activities.

Learning Operations and Administration

• Manage training operations, including scheduling, tracking, and maintaining training calendars.
• Coordinate Learning and Development projects to ensure timely programme delivery.
• Maintain accurate training records, reports, and quality assurance data.
• Oversee administrative functions of the Learning and Development department.
• Ensure smooth execution of all training and development initiatives.

Stakeholder Collaboration

• Work closely with department leaders, stakeholders, and cross functional teams to identify training needs.
• Collaborate with leadership to implement learning interventions that support business goals.
• Manage departmental expectations and communicate training progress clearly.
• Support professional development initiatives across teams and departments..

Candidate Profile

• Recognized certification in Language, Communication, Training, Teaching, or an equivalent qualification.
• Proven experience in delivering language, communication, or soft skills training in a professional environment.
• Experience in the BPO, customer service, shared services, or contact centre environment will be an added advantage.
• Excellent verbal and written communication skills with strong command of the English language.
• Strong facilitation skills with the ability to deliver engaging training sessions to diverse groups.
• Strong organizational skills with the ability to prioritize tasks and manage multiple responsibilities.
• Good analytical skills with the ability to assess training 
• effectiveness and performance data.
• Strong interpersonal skills with the ability to work collaboratively with stakeholders and teams.
• High attention to detail and accuracy in maintaining reports, training records, and quality data.
• Ability to manage training operations, feedback sessions, and learning interventions independently.
• Professional, proactive, and committed to improving employee capability and communication standards