Senior Training Manager

Location: Casanearshore 30, Casablanca, Morocco

Schedule: 5:00PM onwards

Job Level: Senior Manager

Reporting to: Senior Director

Direct Reports: Managers

Job Summary:

We are seeking an experienced and performance-driven Senior Manager – Product Training to lead the product and process training function for diverse non-Telus-facing BPO programs across Financial Services, Healthcare, Travel, Technology, and other verticals. This role is responsible for managing a team of Training Managers and Trainers, ensuring timely and effective delivery of new hire training, cross-skilling, and product/process updates across a span of 1500+ FTEs.

This position is focused on operational readiness, training throughput, nesting performance, and speed-to-competency—not traditional L&D or soft-skills development.

Key Responsibilities:

Team & People Leadership:

* Manage and coach a team of Training Managers and Trainers across multiple lines of business and geographies.
* Drive team performance based on key metrics such as throughput, batch readiness, trainer effectiveness, and nesting success.
* Forecast training needs in coordination with WFM and Operations and scale training teams accordingly.

Training Strategy & Execution:

* Lead end-to-end execution of product/process training for new hires, including curriculum delivery, assessments, and certification.
* Oversee cross-skilling and up-training initiatives in response to changing client requirements or business needs.
* Ensure structured knowledge transfer and alignment with operations to support seamless production ramp.

Performance Management:

* Track and report key training metrics: Throughput %, Training to Nesting %, certification scores, nesting performance, speed-to-proficiency, and post-training performance.
* Collaborate closely with Operations and Quality to monitor agent performance post-training and refine content/delivery as needed.
* Implement coaching plans and performance improvement strategies for trainers and low-performing batches.

Client & Stakeholder Interaction:

* Act as the primary point of contact for client-side training teams and internal stakeholders.
* Represent the training function in business reviews, audits, and calibration sessions.
* Customize training plans based on client input, product updates, and new process launches.

Content & Process Oversight:

* Ensure all training content is accurate, up-to-date, and aligned with client SLAs and business rules.
* Standardize training delivery and documentation across sites and trainers.
* Lead Train-the-Trainer (TTT) programs and maintain trainer certification standards.

Compliance & Vertical-Specific Readiness:

* Ensure training aligns with industry-specific compliance and regulatory standards, especially in Healthcare (HIPAA), Finance (PCI-DSS), and other sensitive sectors.
* Maintain audit-ready training documentation and ensure training processes meet internal and external quality standards.

Qualifications & Experience:

* Bachelor’s degree required; Master’s degree or MBA preferred.
* 10+ years of Training experience in a BPO environment, with 3+ years in a senior leadership role.
* Demonstrated experience in handling training across multiple verticals and large operations (1000+ FTEs).
* Strong understanding of training operations in high-volume, fast-paced BPO environments.
* Ability to lead multi-site or global training teams with excellent stakeholder management skills.