Copy of Deputy Manager - Process Training

WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.Why join us?We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

The Deputy Training Manager is responsible for leading, planning, and governing end‑to‑end training and upskilling programs to ensure operational readiness, performance improvement, and compliance with WNS and client-specific training governance. The role bridges business KPIs and learning outcomes, ensuring training translates into measurable performance impact.

 

Key Responsibilities

1. Training Strategy & Governance

• Identify training needs through Training Needs Identification (TNI), product knowledge tests, quality defect analysis, and performance gaps.
• Ensure strict compliance with WNS training governance, accreditation standards, and client mandates.
• Drive process, policy, and product updates through structured learning interventions.
• Lead refresher, remedial, and enhancement programs aligned to business priorities.

 

2. Training Delivery & Execution

• Plan, coordinate, and supervise new hire, transition, and BAU training programs.
• Oversee classroom, virtual, and on-the-job training (OJT) activities.
• Conduct call simulations, knowledge assessments, and certification programs.
• Ensure trainees achieve readiness within defined ramp-up timelines (e.g., 30-60-90 day plans).

 

3. Content & Curriculum Management

• Create, review, and update training materials including:• Facilitator Guides
• Participant Guides
• SOPs, Process Maps, and Manuals

• Ensure content accuracy, version control, and alignment with current business processes.
• Partner with SMEs, QA, and Operations to maintain curriculum relevance.

 

4. Trainer & Team Leadership

• Lead, mentor, and evaluate trainers through:• Classroom observations
• Feedback and coaching sessions
• Individual coaching / learning plans

• Conduct trainer appraisals and capability development programs.
• Act as a consultative partner to Operations and Quality teams.

 

5. Performance Management & Analytics

• Measure training effectiveness using:• Post-training performance analysis
• KPI linkages (CSAT/SIS, AHT, Quality, Productivity, Revenue where applicable)

• Maintain and present Training MIS / dashboards (daily, weekly, monthly).
• Conduct root cause analysis (RCA) for performance dips and deploy focused interventions.

 

6. Stakeholder & Client Management

• Partner with Operations, Quality, WFM, HR, and Clients to align training solutions.
• Provide data-driven insights and recommendations to leadership.
• Support audits, transitions, and business readiness initiatives.

 

Qualifications & Experience

• Education: Graduate (Postgraduate preferred).
• Experience:• 6–8+ years in BPO/BPM operations or training
• Minimum 2+ years in a training leadership role

• Proven experience in process migrations, transitions, or scale-up programs.
• Domain experience (BFSI, Insurance, Travel, Sales, CX) 

 

Key Skills & Competencies

• Strong training facilitation and instructional design skills
• Data-driven mindset; strong analytical and reporting capabilities
• Stakeholder management and leadership presence
• Excellent communication and coaching skills
• Knowledge of LMS / learning metrics and training ROI
• Ability to work in fast-paced, metric-driven environments

 

Reporting Line

Typically reports to the Training Manager / Group Manager – Training and works closely with Operations Leadership.

Us Graveyard Shift 

Days off in the week-Weekend Work