Job Description
AIONOS is hiring a Sr. L&D Manager for its office located in Gurgaon. This is a full-time, 5-day working role featuring a 10-hour shift structure, with expectations of flexibility to work and travel across multi-site operations.
Company Details
Company Name: AIONOS
Industry/Sector: Learning & Development / Corporate Training / Customer Experience (CX) Services
Key Responsibilities
Behavioral & Skill-based Training: Design and deliver behavioral programs (communication, ownership, empathy, conflict resolution, customer-centricity) for frontline CX teams across voice, chat, and email channels; build behavioral competency frameworks and target skill gaps.
Supervisor Development: Design and own the Supervisor (TL/Trainer/QTL) Development Program covering coaching, performance management, and people-management skills; build certification frameworks to groom internal talent pipelines.
Manager Development: Design and own the Manager Development Program for supervisors transitioning into manager roles, facilitating leadership workshops, action-learning projects, and mentoring tracks with senior leadership.
Program Design & Delivery: Build training calendars, content banks, and delivery schedules; leverage blended learning formats (ILT, role-plays, simulations, case studies, action-learning) to maximize retention and on-the-job application.
Stakeholder & Business Partnership: Collaborate with HR and cross-functional teams to align learning with account KPIs, business feedback, and succession-planning inputs.
Requirements
Experience: 4 to 6 years of progressive experience in Learning & Development (excluding functional-domain training) within a CX environment, featuring a strong track record in behavioral training and leadership development.
Core Competencies: Demonstrated background in designing and delivering supervisor/manager development programs, building competency frameworks, and handling assessment/certification processes for internal promotions.
Skills: Strong facilitation, stakeholder management, communication, presentation, and interpersonal skills.
Flexibility: Willingness to work and travel across multi-site operations.
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