Training Manager -Senior Manager - English - On site Johannesburg

The Senior Training Manager is responsible for the end to end training strategy and execution in a BPO environment servicing the UK Auto Finance sector. This role owns all regulatory and compliance related training, including mandatory training, knowledge management, testing, reporting, and continuous improvement. The role ensures the business remains compliant with UK regulations while delivering operational excellence.

• UK Regulatory & Compliance Training
  • Own end to end training for all UK regulations relevant to Auto Finance, including but not limited to: Financial Conduct Authority (FCA) compliance, Data protection (UK GDPR), Anti Money Laundering (AML), Consumer credit compliance, Fraud awareness and prevention, CONC, TCF, Consumer Duty.
  • Develop, maintain, and update mandatory training programmes for all employees.
  • Integrate and collaborate with client on process training, and design training for employees across all processes (Redress, Collections, DLC, Customer Service).
  • Certify and work with clients on Train the Trainer certification and subsequent agent certification.
  • Ensure training content reflects regulatory changes promptly.
  • Monitor completion rates of all mandatory training; implement remedial plans for non compliance.
  • Maintain audit ready training records for internal and external regulatory reviews.
• Compliance Content Creation
  • Create and implement bespoke compliance training modules, policies, and guidelines with compliance team oversight.
  • Partner with Compliance, Risk, and Legal teams to ensure accuracy and relevance.
  • Use interactive and engaging delivery methods (eLearning, scenario based learning, workshops).
• Monitoring & Reporting
  • Track and report on mandatory training compliance metrics (completion %, overdue %, remediation actions).
  • Conduct periodic reviews to assess training effectiveness and retention.
  • Present compliance training status to leadership and regulators as required.
• End to End Training Management
  • Oversee onboarding, upskilling, cross training, and continuous development programmes.
  • Conduct Knowledge Transfer (KT) sessions and ensure process readiness for new or updated services.
  • Design assessments, certifications, and post training evaluations to measure knowledge retention.
  • Ensure all training aligns with business KPIs and operational quality metrics.
• Team Leadership
  • Lead a team of trainers responsible for compliance, regulatory, and operational training.
  • Develop the team's expertise in UK regulatory knowledge.
  • Conduct performance reviews, capability building, and succession planning.
• Continuous Improvement & Innovation
  • Innovate in digital learning, microlearning, and gamification to improve engagement and retention.
  • Benchmark against industry best practices in UK regulatory and BPO training.
  • Drive training process improvement for audit readiness and efficiency.

• Training Performance Alignment - Ensure all training programmes directly support operational KPIs, quality standards, and client SLAs, translating learning outcomes into measurable performance improvements.
• Data Driven Insights - Analyse performance metrics, quality scores, and compliance data to identify skill gaps and recommend targeted interventions for continuous operational improvement.
• Capacity & Resource Planning - Lead workforce planning for the training function, ensuring optimal trainer allocation, coverage across shifts, and readiness during volume ramps or process transitions.
• Process & Compliance Ownership - Drive adherence to regulatory, client, and internal standards by integrating compliance training and monitoring into operational workflows.
• Continuous Improvement Leadership - Initiate process enhancements, best practice sharing, and innovative learning solutions to increase efficiency, reduce errors, and support operational excellence.

• Lead training summary calls, performance reviews MBR/QBR on training initiatives, and strategic discussions on training programmes.
• Present insights, performance trends, and stability plans where operational training failures are identified.
• Manage escalations with urgency and transparency.
• Build trusted, long term client partnerships through consistent delivery.

• Manage ramp ups, workforce expansion, and incoming scope transitions.
• Partner with operations to support training strategies.
• Maintain operational stability while scaling resources.

• Bachelor's Degree in Business, Finance, Operations, Human Resources, or a related discipline (Honours preferred).
• Training certification (Train the Trainer / CIPD or similar).
• Minimum years of experience in BPO/Contact Centre operations, with a strong focus on training and capability building as a training manager - managing a team of trainers.
• Proven experience leading compliance and regulatory training programmes, including mandatory UK regulation training (FCA, UK GDPR, AML, Consumer Credit).
• Demonstrated expertise in knowledge management, training curriculum design, assessments, and learning effectiveness measurement.
• Strong track record of driving operational performance through training interventions, including quality improvement, SLA adherence, and audit readiness.
• Experience implementing learning frameworks, certifications, and ongoing competency development in large scale operations.

Johannesburg, South Africa - Bryanston - In office.

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Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.