Deputy Manager - Training
Wipro · Pune
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.Job Description
Role
Training and development manager should devise plans and approach aligned to organizational training strategy, oversee its implementation and assess its outcomes. Identify training and developmental needs and drive suitable training initiatives that delivers successful business outcomes. Works across many departments to get employees up to speed in both their specific vertical, and the overall needs of the Account. Have backgrounds in business, leadership, human resources, development and education. Include enhancing employees skills, performance, productivity and quality of work
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4-8 years of BFS experience.
Minimum 2 years in a Trainer role.
Experience managing Academy, OJT, certification, and client-facing training programs.
Roles & Responsibilities
- Deliver new-hire, cross-skill, and refresher training programs.
- Facilitate process, product, systems, compliance, and customer-experience training.
- Conduct instructor-led, virtual, and blended learning sessions.
- Facilitate role plays, simulations, and case-study-based learning.
- Participate in client KT sessions and SME workshops.
- Convert process documentation into structured learning content.
- Maintain training decks, SOPs, job aids, assessments, and knowledge repositories.
- Ensure content version control and audit readiness.
- Conduct knowledge and system assessments and certification programs.
- Track learner progress and maintain certification records.
- Identify critical-error trends and support remediation plans.
- Recommend certification, recertification, or deferment based on learner performance.
- Analyze quality failures arising from training or knowledge gaps.
- Conduct refresher training and coaching interventions.
- Publish daily and weekly training reports.
- Maintain compliance evidence for audits and client reviews.
Hiring Skills
- Experience delivering training across CRM, contact-centre, virtual-desktop, and AI-assisted servicing environments.
- Ability to learn and facilitate training on Genesys, Confluence, Slack, Atlas, Verint, Persona, Amazon WorkSpaces, and AWS Systems Manager.
- Strong training delivery, facilitation, assessment, coaching, and certification skills.
- Ability to convert process and system knowledge into effective learning content.
- Experience maintaining training documentation, certification records, and audit evidence.
- AI-ready training experience in delivering, certifying, and governing learning within an AI-enabled customer-service environment will be an added advantage.