Job Summary:

We are seeking an experienced Senior Manager – Training & Quality to lead the development, implementation, and continuous improvement of organizational training programs and quality management frameworks. The role requires a strategic leader with over 10 years of experience who can drive performance excellence, ensure consistent service standards, and build scalable training and quality systems that align with business objectives. The ideal candidate is a strong decision-maker with the ability to translate strategy into measurable operational improvements.

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Key Responsibilities

Develop and execute the organizations training and quality strategy in alignment with overall business goals.

Design, implement, and continuously improve training programs, onboarding frameworks, and capability development initiatives across departments.

Establish and manage quality assurance frameworks, policies, and performance standards to ensure consistent service delivery.

Lead and mentor training and quality teams, fostering a culture of accountability, continuous learning, and performance excellence.

Analyze operational data, audits, and feedback to identify performance gaps and implement corrective actions.

Develop quality metrics, KPIs, and performance dashboards to monitor training effectiveness and service quality.

Partner with senior leadership and department heads to align training initiatives with strategic business priorities.

Oversee quality audits, calibration sessions, and compliance monitoring to ensure adherence to internal standards and regulatory requirements.

Implement process improvement initiatives that enhance operational efficiency and customer experience.

Manage the training budget, resource allocation, and vendor relationships where applicable.

Lead change management initiatives related to process improvements, technology adoption, and organizational capability development.

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Requirements

10+ years of experience in Training, Learning & Development, Quality Assurance, or Operational Excellence, with at least 5 years in a senior leadership role.

Proven experience designing and implementing large-scale training and quality management programs.

Strong strategic thinking and decision-making abilities with a track record of driving organizational performance improvements.

Excellent analytical and problem-solving skills, with experience using data to guide training and quality initiatives.

Demonstrated experience managing cross-functional teams and senior stakeholders.

Strong leadership and people development skills, with the ability to mentor and build high-performing teams.

Experience with quality frameworks, performance monitoring systems, and continuous improvement methodologies.

Excellent communication, presentation, and stakeholder management skills.

Bachelors degree in Business Administration, Human Resources, Organizational Development, or a related field (Masters degree preferred).