Group Manager - Process Training

About the role

The Group Manager – Process Training will lead the design, delivery and continuous improvement of training programmes for new hires and existing staff within the utilities vertical. Reporting to senior operations leadership, you will ensure agents have the knowledge, skills and compliance awareness needed to provide high‑quality customer service and operational accuracy.

Key responsibilities

• Develop and implement training strategies and plans aligned with utilities processes and client requirements.
• Conduct training needs analysis using performance data, process changes and regulatory updates.
• Create, update and maintain training artefacts such as SOPs, job aids, simulations, playbooks, assessments and e‑learning modules.
• Track training effectiveness through KPIs (learning curves, CSAT, AHT, QA scores, error rates, compliance metrics) and drive initiatives to reduce defects and attrition.
• Provide coaching, development plans and guidance to a team of trainers, ensuring consistent instructional design and adult‑learning principles.
• Collaborate with clients, operations, quality and workforce teams to align training content with the latest energy regulations, privacy standards and billing practices.
• Represent the training function in calibration sessions, business reviews and governance meetings, and maintain documentation for audits.

Required profile

• 2–3 years of experience managing training programmes or teams, preferably in a process‑oriented or utilities environment.
• Proven ability to analyse performance data and translate findings into effective training solutions.
• Strong communication and facilitation skills with the capability to engage cross‑functional stakeholders.
• Experience with compliance‑driven training and familiarity with utility sector regulations is a plus.

Required skills

What we offer

• Opportunity to work within a global leader in intelligent operations and AI‑powered solutions.
• Collaborative environment with exposure to diverse client projects across multiple industries.
• Professional development and growth pathways within the WNS network.