Role Overview
The Learning & Development Head is responsible for designing, implementing, and continuously improving a scalable learning and capability development strategy that supports operational excellence and workforce growth within a technology-driven environment.
This role focuses on translating complex operational processes, technical workflows, and business procedures into structured learning experiences that accelerate employee readiness, improve performance, and strengthen long-term organizational capability. Working closely with operational subject matter experts and business leaders, the Learning & Development Head will establish learning frameworks, competency models, and training pathways that support onboarding, upskilling, leadership development, and continuous improvement initiatives.
Reporting directly to senior leadership, this position partners closely with Operations, Human Resources, and other business functions to ensure learning programs remain aligned with organizational objectives and evolving operational requirements.
Key Responsibilities
Learning Strategy & Framework Development
- Design and implement a comprehensive learning and development strategy aligned with business goals, operational scalability, and workforce capability needs.
- Establish competency frameworks, skills matrices, and progression pathways across various employee levels.
- Develop structured learning roadmaps, onboarding programs, assessment frameworks, and capability-building initiatives.
- Create performance-based learning models that support employee development and career progression.
- Ensure learning programs remain relevant through ongoing review of industry trends, emerging technologies, and best practices.
Training Needs Analysis & Skills Development
- Conduct training needs assessments in partnership with business leaders and stakeholders.
- Evaluate workforce capabilities and identify skill gaps across operational and leadership populations.
- Design targeted learning interventions that address identified development needs.
- Develop modular and progressive learning pathways that support advancement from foundational to advanced competencies.
- Incorporate practical exercises, simulations, and real-world scenarios into training programs.
- Utilize performance metrics and operational insights to prioritize development initiatives.
Capability Building & Workforce Development
- Lead workforce capability-building initiatives that enhance technical, operational, and leadership competencies.
- Develop learning programs that improve performance, productivity, quality, and operational readiness.
- Collaborate with subject matter experts to ensure training content is accurate, relevant, and aligned with operational requirements.
- Design leadership development, coaching, and succession planning programs to support future organizational growth.
- Implement interventions that address performance gaps and strengthen employee effectiveness.
Learning Measurement & Performance Evaluation
- Establish measurement frameworks to evaluate learning effectiveness and business impact.
- Track performance improvements, productivity metrics, quality outcomes, and competency progression following training initiatives.
- Gather and analyze qualitative and quantitative feedback from employees, managers, and stakeholders.
- Develop dashboards, scorecards, and reporting mechanisms that provide visibility into learning outcomes and workforce readiness.
- Present recommendations and insights to leadership to support ongoing learning strategy improvements.
Instructional Design & Content Development
- Transform operational procedures, technical documentation, and process knowledge into structured learning content.
- Develop training materials, guides, playbooks, assessments, e-learning modules, and instructional resources.
- Apply modern instructional design methodologies, including modular learning, microlearning, and blended learning approaches.
- Ensure learning materials remain standardized, version-controlled, and aligned with organizational standards.
- Support the development of scalable onboarding and continuous learning programs.
Training Delivery & Coaching Excellence
- Oversee the delivery and quality assurance of learning programs across multiple formats.
- Establish coaching methodologies and performance support frameworks that enhance employee development.
- Facilitate training sessions, workshops, simulations, and capability-building initiatives when required.
- Ensure learning environments, systems, and tools effectively support employee growth and performance tracking.
- Integrate digital learning platforms and learning technologies to improve accessibility and engagement.
Continuous Improvement & Learning Analytics
- Leverage operational data, employee feedback, and performance metrics to refine learning programs.
- Align training outcomes with organizational goals, operational performance indicators, and workforce development objectives.
- Drive continuous improvement by incorporating stakeholder feedback and evolving business requirements into learning initiatives.
- Maintain reporting mechanisms that provide leadership visibility into learning effectiveness and workforce capability.
Stakeholder Engagement & Team Leadership
- Partner with business leaders, operational teams, human resources, and external partners to ensure learning programs remain aligned with current business needs.
- Collaborate with subject matter experts to incorporate operational challenges and evolving processes into training content.
- Lead, mentor, and develop learning and capability teams to ensure effective delivery of training initiatives.
- Implement train-the-trainer programs to expand internal training capability and knowledge transfer.
- Support leadership readiness initiatives by preparing supervisors and managers for expanded responsibilities.
- Maintain strong stakeholder communication to ensure learning content evolves alongside organizational changes.
Qualifications
Required
- Minimum of 10 years of experience in Learning & Development, Training, Organizational Development, or Talent Enablement.
- At least 5 years of experience leading technical or operational training programs within technology-enabled, operational, or service-driven environments.
- Proven experience building learning programs, competency frameworks, and training structures from the ground up.
- Strong background in instructional design, curriculum development, facilitation, and learning effectiveness measurement.
- Experience conducting training needs analyses, performance assessments, and capability development initiatives.
- Demonstrated ability to translate complex operational processes into structured and scalable learning solutions.
- Strong understanding of adult learning principles, competency development, and workforce capability frameworks.
- Experience collaborating with business leaders and stakeholders to align learning initiatives with organizational objectives.
- Proficiency with learning management systems, e-learning technologies, content development tools, and learning analytics platforms.
- Excellent communication, facilitation, stakeholder management, and coaching skills.
- Experience designing leadership development, upskilling, and career progression programs.
- Strong analytical and data-driven approach to learning strategy and workforce development.
Key Competencies
- Learning strategy and organizational capability development
- Instructional design and curriculum development
- Technical and operational training leadership
- Workforce planning and competency management
- Learning analytics and performance measurement
- Leadership development and coaching
- Stakeholder engagement and change management
- Continuous improvement and innovation
