Sr. Associate Manager - Training | Knowledge Management

Company Description:

Sutherland is seeking an attentive and goal-oriented person to join us as a Sr. Associate Manager for training. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

Job Description:

As a Sr. Associate Manager - Training, you will support the success of training and performance initiatives by assisting in the coordination and delivery of high-quality training programs. Your role helps ensure service excellence and customer satisfaction by working closely with training leadership, operations, and support teams.

Key Responsibilities

• Support the implementation of training programs across new hire and existing employee groups, ensuring alignment with performance and quality standards

• Assist in maintaining regular communication and coordination with internal stakeholders and client contacts regarding training schedules, updates, and outcomes

• Monitor training effectiveness through data analysis and feedback collection; contribute to the development of action plans to address knowledge or skill gaps

• Collaborate with Service Delivery, Quality, Operations Excellence, and other departments to identify performance trends and assist in delivering targeted training interventions

• Participate in planning and deploying training initiatives that support operational goals and business needs

• Support the evaluation of training programs and materials for effectiveness and relevance, and recommend improvements where necessary

• Assist in preparing and delivering reporting updates, performance summaries, and training metrics to internal stakeholders

• Help with onboarding, development, and day-to-day coordination of training team members as assigned, under the guidance of the Training Manager or Senior Leadership

Qualifications:

Minimum Qualifications

• Minimum of 3 years of BPO experience, including at least 1–2 years supporting or coordinating Sales Training and Development initiatives
• At least 1 year of experience in a POC or Supervisor-level role
• Strong sales leadership experience, with demonstrated ability to:
  • Lead, motivate, and drive a sales team
  • Deliver proven and measurable sales performance results
• Solid understanding of training and learning principles, including:
  • Ability to translate sales performance gaps and business needs into effective training and development solutions
• Proficient in MS Office applications: Excel, PowerPoint, Word, and Outlook
• Strong written and verbal communication skills
• Demonstrated ability to collaborate and build effective working relationships across teams and departments
• Professional demeanor with the ability to handle sensitive information with confidentiality and discretion
• Strong sense of responsibility, adaptability, customer service orientation, and a team-first mindset
• Exposure to or experience with coaching, mentoring, or supporting team development is a plus

Additional Information:

Internal Qualifications:

• Tenure of at least 12 months on current position
• No DA for the past 6 months
• FY25 PDP score of 4 or 5
• With relevant experience especially in Sales