Manager

Job Description

Job Title - Manager/Sr. Manager

Role - Specialist

Function - L&D and Process Excellence

Location: Bengaluru, Karnataka, India

Reporting To: Head Training & Compliance

Job Summary

The Manager / Senior Manager Training, Compliance & Process Excellence will be responsible for driving enterprise-wide compliance, strengthening process governance, and building organizational capability through structured training initiatives . The role ensures that company policies, processes, and regulatory requirements are consistently understood, implemented, audited, and improved. This position plays a critical role in enhancing operational discipline, service excellence, customer satisfaction, and regulatory adherence .

Key Responsibilities:-

1. Compliance Audit & Risk Management

• Plan and execute structured compliance and process audits across operational documents, CRM/Salesforce systems, communications, and transactional records.
• Identify non-compliance, control gaps, recurring errors, and risk-prone areas .
• Recommend and drive corrective and preventive actions (CAPA) to strengthen internal controls.
• Track audit observations, closure status, and effectiveness of implemented controls.

2. Training & Capability Building

• Design, develop, and deliver training programs covering compliance, policies, processes, service excellence, and behavioural competencies.
• Lead on-boarding and ongoing refresher training programs using classroom, virtual, and workshop-based formats.
• Create training materials, Sops, assessments, and learning documentation.
• Measure training effectiveness and continuously refine content based on feedback, audit outcomes, and performance indicators.

3. Scheduling, Reporting & Documentation

• Prepare and present work calendars, audit plans, training schedules, compliance MIS, and management reports .
• Maintain comprehensive documentation related to training programs, audit findings, corrective actions, and compliance records .
• Provide actionable insights and dashboards to senior management for informed decision-making.

4. Continuous Improvement & Additional Responsibilities

• Actively contribute to the continuous improvement of compliance systems, training frameworks, and operational processes including defining process .
• Support special projects and additional responsibilities as assigned by the Training & Compliance leadership or company management.

Required Skills & Competencies

Core Competencies

• Strong expertise in compliance management, process audits, and governance frameworks
• Training design, facilitation, and capability development
• Customer experience management and grievance handling
• Analytical thinking, root-cause analysis, and problem solving
• Stakeholder management and cross-functional collaboration
• Understanding enterprise wide Business processes

Behavioural Attributes

• Self-driven, detail-oriented, and highly disciplined
• Strong communication and presentation skills
• Customer-centric and quality-focused mindset
• Effective conflict management and persuasion skills
• Ability to work independently and lead initiatives end-to-end

Technical Skills

• Advanced proficiency in MS Office , particularly MS Excel (formulas, pivot tables, lookups, data analysis, dashboards)
• Experience working with SALESFORCE/CRM systems is preferred

Language Proficiency

• English & Kannada Mandatory (spoken and written)
• & Hindi (Preferred)

Qualification & Experience

• Graduate / Post Graduate (Any Stream)
• Manager: Minimum 58 years of relevant experience
• Senior Manager: 8+ years of relevant experience
• Prior experience in training, compliance, process audit, policy implementation, or service excellence roles is highly desirable