AVP/Senior Manager – Knowledge Management & Training – Digital Marketing Operations – BPO/KPO/IT (12-16 yrs)

AVP/Senior Manager – Knowledge Management & Training – BPO/KPO/IT ( for US Digital Marketing Operations)

Role: – AVP / Senior Manager – Knowledge Management and Training

Location- Gurgaon

Role Description:

The role will be the owner of the Knowledge Management Portal ( for US Based Digital Marketing Operations), and the documents repository and manage the seamless integration. Ownership of these process standards will require working with other functions of the organization to help define and develop the Continuous Improvement standard ways of working.

Will be responsible for leading the Knowledge Management and Training teams. Will be responsible for streamlining and managing the knowledge management framework, identifying training needs and conducting the relevant support, guidance, and training as required

General Responsibilities :

– Build and Own the Knowledge management framework, assess current state of existing content

– Responsible for defining and driving the Knowledge Management initiative for the team. This includes Defining how to satisfy the spirit and intent of the KM standards, Gap assessments and working with teams on actions required and Ensuring consistent compliance

– Maintain developed framework and training details to ensure latest content is found on the site/tool. Work with key stakeholders (Sites, SME- s, L&D, etc) for key updates and identify new content that needs to be highlighted and used

– Review, deploy and publish knowledge to the relevant libraries/ repositories and ensure adherence to workflow protocol and tools, in addition to ensuring timely delivery

– Recommend and assist in the development of curriculum using instructional design and adult learning principles for various delivery options, such as eLearning, classroom training, and blended learning

– Conducts on-site and remote training based on training material and develop programs for the operations teams for competency enhancements in all aspects of Program Management

– Drive continuous improvement through business process standardization enhancement, training and system enablement’s and strives towards becoming the best in class trained workforce and promote organizational learning

– Analyze the training needs captured through the Training Needs Identification process, appraisal process, 360-degree feedback and other valid inputs and design Individual Development Plans

– Partner with external training providers/agencies to deliver training solution along with preparing the training budget and monitoring expenses periodically

– Ensure a robust measurement process in place to gauge the effectiveness of the programs; take suitable actions to make the training more effective

– Ensure New & Unique learning interventions are implemented across the board

Key Skills Required:

– Strong technical skills and understands knowledge management, its collaboration tools, and technologies.

– Ability to work closely with Knowledge Management Lead(s) and internal stakeholders in a dynamic, and fast-paced environment capable of managing several tasks simultaneously, while paying attention to detail and quality

– Proven experience in developing and supporting delivery in the areas of Ways-of-Working/End-to-End processes for Operational Excellence in Knowledge Management, and overall communications strategy development and implementation

– Strong scientific training approach, enthusiastic trainer, experienced in operational training

– Familiarity with traditional and modern training methodology (majorly digital/ blended learning approach)

– Proven ability to align training intervention to meet business context/ needs

– Experience with webinar and e-learning applications, course authoring tools such as Articulate Storyline or similar products

– Knowledge of and experience in handling change and marketing communications in the past will be critical to being successful in this role

– 5 years of work experience as Process Trainer

Candidate Profile:


– PG / MBA with Min 12+yrs experience in Training & KM

– Train the Trainer (TTT) Certified

– Process Training professionals who can assist in creating and designing Functional training programs

– Strong technical background with proven track record of managing large training assignments and teams in Digital Marketing Operations

– Experience in Google AdWords.

– Demonstrated strong analytical, interpretive and presentation skills; ability to synthesize complex information and prepare concise, compelling presentations

– Excellent oral, written and interpersonal skills

– Need to be prepared and flexible to work in a Global Environment that involves all the possible time zones

Quality Certifications – Six Sigma / Green Belt / Black Belt


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