Training BPO Manager

Work With The Best

At Merchants our vision is to create meaningful and sustainable futures for our people, by driving a culture of continuous learning through the many skills and development programmes we offer, which are designed to develop talent and fulfil potential.

If you were born to deliver exceptional service, apply to join our professional team and be ready to kick start your career. We’re always looking for expectational talent and are known around the world for our outstanding customer experience using the latest technology, best practice models and processes, and innovative ground-breaking training techniques.

We place our people at the centre of everything we do and believe that the way you treat your customers and people differentiates us.

Are you ready to take the next step in your career?

To lead and govern the end-to-end training function across business units by ensuring the effective design, delivery, and continuous improvement of training interventions aligned to Merchants and NTT standards, client requirements, and global learning best practices. The role focuses on building capability, improving speed to competency, and driving measurable business performance through training.

Lead and direct the training function to ensure achievement and maintenance of client SLA, capability and business performance objectives. Identify, recommend and implement process improvement to increase efficiency levels and business results.

1. 1. People Management

Coach, mentor, develop and support the team to ensure delivery of appropriate quality standards and performance targets

• Communicates information in a timely, accurate and understood manner to all team
  members
• Measures and manages the team to ensure out-of-line situations are immediately
  addressed
• Support hiring, workforce planning, performance management and career development of training personnel
• Manage and develop Training BPO Team Leads and broader training functions
• Build a high-performance learning culture
• Support succession planning and capability pipeline development
• Ensures that all Human Resources policies and procedures are observed
• Own trainer capability, certification and professional-development frameworks within the Business Unit.

1. 2. Training Strategy, Delivery and Standards
2. Define and implement the training strategy and operating model across business units
3. Ensure delivery of products, process, systems and behavioural training
4. Standardise training methodologies, facilitation approaches and learner journeys
5. Ensure alignment of all training to business and customer experience objectives
6. Drive structured onboarding and speed to competency frameworks

1. 3. Training Governance and Compliance
2. Ensure adherence to Merchants & NTT training governance standards and frameworks
3. Maintain audit readiness including attendance, assessments and training records
4. Standardise assessment methodologies and ensure consistency across business units
5. Implement trainer certification and capability standards
6. Ensure compliance with client and internal training requirements

1. 4. Training Needs Analysis and Continuous Improvement
2. Lead structure Training Needs Analysis using performance data and operational insights
3. Identify capability gaps and recommend targeted learning interventions
4. Drive continuous improvement training initiatives linked to business performance
5. Apply root cause analysis to address performance gaps through training solutions
6. Prioritise learning interventions according to business risk, customer impact and performance opportunity.
7. Partner with Quality and CI to ensure systemic findings are translated into appropriate capability or non-training interventions.

1. 5. Training Performance, Reporting and Insight
2. Own and standardize training reporting including throughput, competency and completion metrics
3. Measure and track speed to competency and training effectiveness
4. Embed pre and post assessment methodologies
5. Provide insights and recommendations to stakeholders to improve performance
6. Apply ROI principles to evaluate training impact

1. 6. Leadership of Training Function
2. Provide supervision to a small to moderately sized training team.
3. Administer policies and guidelines that directly affect training work activities.
4. Establish delivery deadlines and performance expectations.
5. Ensure clear accountability for training delivery, quality of facilitation and learner outcomes
6. Drive coaching capability at Training BPO Team Lead level
7. Implement trainer development, accreditation and performance framework
8. Ensure alignment and serve as liaison between staff, clients, leadership and support departments.

1. 7. Digital Learning, AI and Transformation

• Own Business Unit adoption and effective use of approved LMS/LXP, digital learning, simulation, AI-enabled learning and analytics capabilities.
• Ensure AI-assisted learning design and delivery operate within appropriate human validation, data, content and governance controls.
• Identify opportunities to personalise learning, reduce time to competence, increase scalability and improve learner support through technology.
• Partner with COE, Academy, Technology and relevant NTT functions on learning-system enhancements and transformation initiatives.
• Monitor benefit realisation and adoption of learning technologies

1. 8. Stakeholder Management and Business Alignment
2. Partner with Operations, WFM, support and functional stakeholders to align training to business needs
3. Resolve difficult and unique client training requirements, complaints and escalations through closure.
4. Translate business requirements into structured training delivery
5. Lead regular stakeholder engagements and performance discussions
6. Ensure alignment between training delivery outputs and operational KPIs
7. Demonstrate highly developed leadership, interpersonal and client relationship skills.

OPERATING MODEL ALIGNMENT

• Training BPO Manager: Strategy, governance and performance oversight
• Training BPO Team Lead: Day-to-day management of trainers and delivery execution
• Trainer: Facilitation, assessment and learner support

Requirements

• Undergraduate Degree or equivalent combination of education and work experience (Higher Certificate, Advanced Certificate, Diploma)
• 2–4 years’ leadership experience within a Learning & Development, Training or BPO environment.
• Minimum 2-4 years’ experience as a Training BPO Team Lead, Senior Trainer or in an equivalent senior L&D role, supported by broader relevant training and operational experience.
• Adult Learning Principles, instructional design, assessment, OJT, learning governance and capability measurement.
• Training Governance
• Data-driven Learning
• Training/facilitation experience
• Knowledge of CX metrics