About the role:
The Academy Manager - Business Support Centre (BSC) is responsible for managing the design, development and implementation of all functional learning needs within the BSC business context. The role includes the maturing of the BSC functional L&D academy blueprint.The goal is to develop employee capabilities by providing high-impact learning experiences, clear career development pathways, and opportunities for professional accreditation — all aligned with business needs. You will also be exposed to many opportunities to develop your career. Passion, grit, energy, innovation, ambition - these are just some of the qualities you need to join us in becoming the best bank in the world!!
Key Performance Areas:
Academy Development: Learning Experience Design & Delivery
People Management and Coaching
Academy Operations & Governance
Stakeholder & Business Integration
What you will do:
Develop and implement the academy framework with tiered learning paths (foundation, intermediate, advanced).
Designing and delivering blended learning programs (online, in-person, experiential) in partnership with subject matter experts and external providers.
Managing academy operations, including budget, vendor contracts, and quality assurance.
Integrating the academy with business strategy by engaging stakeholders and aligning learning objectives with workforce needs.
Managing of the academy team.
What you will bring:
Relevant HR and/or Learning qualification or certification
6-8 years in L&D, talent development, or corporate academies.
Minimum of 1 year L&D experience within the BSC or Contact Centre related environment.
Proven track record of managing, growing and developing employees within their teams.
Experience in curriculum development, learning design, and managing learning platforms.
Collaborating with SMEs and service providers to bring programmes together and deliver effective learning experiences.
Managing multiple projects simultaneously, including planning, execution, and evaluation.
Strong business acumen, working within budgets and manage resources effectively.
Has experience building and leading a learning academy within a contact centre environment, including digital learning, AI-enabled learning, onboarding programmes, development pathways, and continuous upskilling initiatives.
Strong execution focus and able to work effectively in a complex environment.