HGS is a global leader in customer experience management. With more than 18,000 employees spread across 9 countries, our mission is to make our clients more competitive by providing exceptional experiences. Powered by a people first philosophy and experience serving over 1100 of the world’s leading brands, HGS is the perfect place to build your future!

Key Result Areas (KRAs)

1. Primary Responsibilities

a. Customer Related

• Champion and evolve the OD & PM culture and vision across the LoB, Departments & Organization
• Lead the development of strategic people development plans aligned to business objectives
• Oversee the design and implementation of advanced training programs for center personnel
• Act as a senior business partner, guiding the development, implementation, and delivery of learning solutions
• Facilitate senior-level leadership development programs and learning experiences
• Build and maintain robust cross-functional relationships
• Design and execute learning strategies in partnership with Operations and Leadership Teams
• Ensure regular, high-impact stakeholder engagement

b. Financials Related

• Develop, manage, and optimize the training and development budget
• Oversee resource planning and event facilitation to ensure operations remain within authorized budgets

c. People Related

• Provide strategic direction for innovative training and development solutions, leveraging diverse learning methods including mentoring and coaching
• Mentor and guide managers, senior associates, and trainers to ensure skill development and excellence in training delivery
• Conduct advanced leadership and behavioral training sessions
• Drive key organizational initiatives (e.g., Diversity, Equity & Inclusion)
• Set SMART Goals/KPIs for team members, provide regular performance feedback, and support their development

d. Process Related

• Develop and implement evaluation and validation instruments to assess training needs and program effectiveness
• Lead the design and deployment of performance management tools and techniques.
• Identify skill and knowledge gaps through Training Needs Analysis (TNA)
• Institutionalize monthly and quarterly performance reviews
• Promote continuous self-improvement and professional development

2. Secondary Responsibilities (if any)

• Support customer, financial, people, and process-related initiatives as required

Knowledge / Skills / Attitude / Domain Expertise

Knowledge

• Deep understanding of business operations and service industry dynamics. BPM/Customer Engagement knowledge preferred
• Deep understanding of adult learning principles and TNA processes
• Advanced knowledge of leadership and behavioral concepts
• Working knowledge of enabling tools & apps (AI & others) for curating, creating and customizing content for diverse business needs 
• Strong practical knowledge of people management and organizational development.

Skills

• Proven client relationship and consulting skills
• Excellent interpersonal and stakeholder management abilities
• Advanced IT skills for learning content analysis and development. eLearning certification preferred
• Curation, creation, and customization of content using tech tools & apps
• Expertise in delivering and facilitating learning interventions
• Managerial experience in coaching, mentoring, and developing teams in complex environments
• Strong problem-solving, research, and decision-making capabilities
• Outstanding communication, facilitation, and organizational skills
• Ability to manage multiple projects and inspire teams
• Ability to lead conversations with external clients during business reviews, site visits and other situations
• Capability to engage external clients and senior leaders from diverse functions
• Strong ability to report and possess MIS competency

Attitude

• Highly motivated and engaging
• Positive, solution-oriented mindset
• Constructive feedback provider
• Self-driven, assertive, and adaptable
• Enthusiastic, flexible, and creative
• Strong technical/operational acumen
• Commitment to diversity and inclusion

Domain Expertise

• 8+ years of success as a training and development practitioner, with experience in coaching, mentoring, and team management
• Solid understanding of adult learning and HRD best practices

Required Qualifications / Experience / Certifications

• Educational Qualifications: Master’s degree in Human Resources Management, Organization Development, or equivalent
• Experience: 12–15 years of work experience, with at least 8 years in a senior managerial capacity and 6 years in behavioral and leadership training
• Certifications: Relevant Training and Development qualifications preferred

Special Requirements

• Comfortable facilitating sessions (virtual & in person) at all organizational levels
• Willingness to travel and work on weekends/shifts as needed. Open to night shift split shifts
• Ability to deliver training in tier 2 and tier 3 cities

Internal Customers

• All employees
• Senior Management

External Customers

• Clients

Direct Reports

• 0-2

As an equal opportunity employer, HGS is dedicated to diversity, inclusivity and Equity. HGS does not discriminate on the basis of the race, ethnicity, religion, sex, national origin, age, veteran disability, or genetic information or any other reason prohibited by law in employment. We believe in the power of diversity to create an environment where every individual excels, and our diverse customer and colleague base is deeply understood.