DELIVERY MANAGER-HUMAN RESOURCES OPERATIONS

Responsibilities


The Deputy General Manager (DGM) in the Learning and Knowledge Team will play a pivotal role in shaping and driving the learning strategy for the organization. The DGM will lead efforts to cultivate an outcome-based learning culture across 100+ clients, ensure the effective implementation of learning solutions, and support the continuous professional development of internal stakeholders.

If you thrive in a dynamic, collaborative workplace, IBM provides an environment where you will be challenged and inspired every single day. If you relish the freedom to bring creative, thoughtful solutions to the table, there's no limit to what you can accomplish here.

Your primary responsibilities include:

Assist in Learning Strategy Development and Execution:

Work on the annual learning strategy and drive its execution with the team.

Foster a conscious and outcome-based learning culture across the organization and its 100+ clients.

Client Consultation and Learning Solutions:

Consult with clients to understand their learning requirements and desired outcomes.

Design and execute tailored learning solutions, provide post-training support, and evaluate effectiveness.

Knowledge Management:

Collaborate with clients to perform gap analysis and implement a robust knowledge management process within their accounts.

Facilitator Training and Development:

Conduct Train-the-Trainer (TTT) sessions and groom new and aspiring facilitators.

Coach facilitators to independently deliver sessions effectively.

Reskilling and Transition Support:

Support the reskilling of resources in accounts that are ramping down to help place them internally.

Assist transitioning accounts during the Pre-Knowledge Transfer (KT) phase with the skills required to shorten the learning curve.

Content Creation:

Develop content for customized and generic training sessions.

Create digital learning content using rapid authoring tools such as Articulate 360 and Adobe Captivate.

Leadership and Client Engagement:

Periodically present learning updates in leadership forums.

Participate in potential client visits to showcase training capabilities.

People Management:

Support the professional development of the team through continuous learning and upskilling opportunities.

Ensure alignment of individual, team, and organizational objectives.

Conduct regular performance reviews and provide constructive feedback to team members.

Partake and drive various learning engagements driven at a business unit/organizational level.

Required education
Bachelor's Degree

Preferred education
Master's Degree

Required technical and professional expertise

Minimum 15 years of experience in training or operations management (preferably in ITES / BPO / HR / F&A domains) with at least 10 years in the training function

Bachelors degree in Training, Education, Human Resources, or a relevant field.

Fluent communication skills at a professional level

Facilitation skills

Content development expertise

Experience as a learning consultant.

Ability to drive outcome-based learning.

Experience conducting Training Needs Analysis (TNA) and Training Needs Identification (TNI)

Proficiency in MS Office tools

Strong organizational and decision-making skills.

Ability to work in a team.

Ability to manage and handle multiple tasks.

Outstanding critical thinking and problem-solving skills.

Attention to detail.

Experience in building rapport and collaborating with internal & external stakeholders.

Preferred technical and professional experience

Experience in implementing a knowledge management framework

Master Trainer certification

Instructional Design Certification

Experience using e-learning authoring tools like Camtasia/Adobe Captivate/Articulate Storyline