Senior Manager – Tower lead(L&D) - Bangalore - GO/JC/4522/2026

Job Title: Senior Manager – Tower lead(L&D) - Bangalore

Job Location: Bangalore

Work Model: Mandatory Work from Office

Candidate Expectations

Total and Relevant work Experience of 12+ Years in Learning and Development.

Candidate Location - Anywhere in India

Candidate Industry (BPO / KPO / GBS / GCC / GSS / Captive Shared Services)

Education and Certification

Qualification: Minimum 15 years education, Bachelor’s degree, MBA or equivalent from a reputed institution.

Detailed Job Description

• Demonstrated experience managing L&D teams, client stakeholders, service performance, escalations, controls and operational transformation.
• Strong understanding of the learning lifecycle, including needs intake, curriculum and catalogue administration, scheduling, enrolment, delivery coordination, attendance, completion, evaluation and records management.
• Working experience with enterprise learning platforms such as Cornerstone OnDemand, SuccessFactors Learning, Workday Learning, Oracle Learning or equivalent, along with case management and reporting tools.
• Experience with transitions, knowledge transfer, operating model design, SOP development, readiness assessment, go-live and stabilization for new or expanding accounts.
• Knowledge of learning data governance, mandatory and compliance training administration, audit controls, vendor coordination and learner experience management.
• Advanced analytical, reporting and presentation skills, including effective use of Excel and dashboards for operational decision-making.
• Excellent verbal and written communication, executive presence, negotiation, problem-solving and stakeholder management skills.

Responsibilities

• Own end-to-end delivery of learning operations covering learning request intake, course and session setup, scheduling, enrolment, nomination management, learner communications, attendance, completion tracking, evaluation support, certification administration and learning records.
• Ensure accurate and timely administration of virtual, classroom, blended and digital learning programs, including calendars, logistics, instructor coordination, materials, venues, roster changes and post session closure.
• Govern LMS and learning technology activities such as catalogue and curriculum maintenance, assignment administration, user and access support, data uploads, testing, issue resolution, content publishing and platform reporting.
• Partner with transition, solution, technology and client teams to support process discovery, knowledge transfer, SOP creation, control design, work allocation, readiness reviews, go-live and stabilization for the new account.
• Deliver agreed SLAs, KPIs, quality and productivity targets; establish performance routines, capacity plans, workload balancing, quality checks, root-cause analysis and corrective or preventive actions.
• Lead, coach and develop team managers, team leads, learning administrators, coordinators and analysts; build skill matrices, cross-training, succession plans and a culture of ownership, learner focus and continuous improvement.
• Act as the primary tower contact for client L&D, HR, business leaders, instructors, vendors, procurement, finance, HRIS and technology teams; manage governance, escalations, priorities, dependencies and action closure.
• Maintain documented approvals, learner data confidentiality, access controls, audit evidence, records retention, mandatory learning controls, vendor service tracking and business continuity readiness.
• Provide reporting on volumes, backlog, ageing, learner participation, completion, satisfaction, service performance and vendor outcomes. Drive standardization, automation, self-service, knowledge management and process improvement.
• Proven ownership of end-to-end learning administration, coordination, LMS operations, learner support, reporting and vendor management in a complex, multi-country environment.

Key Skills

Learning and Development, L&D, Learning, Development, HRO process, learning strategy, Learning programs, Instructional Design, Career development.

Other Remarks

Open to work in global timing

Documents Mandatory- Personal, Academic and professional