Assistant Manager - Learning and Development

About The Company

Tata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications

The Assistant Manager - Training (Service Assurance) is responsible for driving end to end capability development across the Service Assurance organization. This role covers both technical and non technical training including soft skills, behavioral, communication, and language enhancement ensuring teams are well-equipped to deliver superior customer experience. The individual will collaborate closely with Service Assurance Operations, Quality, HR Learning teams, and SMEs to improve performance, process adherence, and service excellence.

Key Responsibilities

• Technical Training & Capability Development
• Conduct training needs analysis (TNA) for technical roles across Service Assurance.
• Design and deliver modules on network operations, incident management, fault handling, ticketing tools, and telecom technologies.
• Facilitate structured onboarding for new hires with both domain and process coverage.
• Create technical job aids, SOPs, e-learning modules, and standardized training decks.
• Non Technical (Soft Skills, Behavioral & Language) Training
• Conduct soft skills training for Service Assurance teams, covering communication, empathy, customer handling, and professional etiquette.
• Facilitate behavioral training programs on time management, conflict resolution, problem-solving, and workplace collaboration.
• Deliver language enhancement sessions email writing, verbal communication, grammar, and clarity of expression to improve customer-facing quality.
• Identify behavioral gaps through quality insights and operational feedback; design interventions accordingly.
• Support leadership & supervisory skill-building programs for emerging team leads.
• Performance Improvement & Skill Uplift
• Assess post-training performance and measure effectiveness through knowledge checks, audits, and KPI improvement.
• Collaborate with Quality teams to identify patterns in escalations, SLA misses, repeat incidents, and design targeted interventions.
• Drive continuous upskilling through refresher courses, process updates, and cross-skill programs.
• Process Compliance & Knowledge Management
• Ensure adherence to service assurance standards, workflows, and compliance policies.
• Maintain updated training documentation, manuals, and knowledge base content.
• Support process-change rollouts with structured training and communication.
• Stakeholder Collaboration
• Work closely with Service Assurance Leads, Network Operations, Quality, HR Learning & Development, and SMEs.
• Provide progress updates, training dashboards, and skill-gap insights to leadership.
• Participate in audits, governance councils, and operational performance reviews.
• Reporting & Analytics
• Maintain training records, attendance, assessments, and skill matrices in the training MIS.
• Analyze trends in performance metrics to proactively plan capability interventions.
• Prepare dashboards for monthly, quarterly, and leadership reviews.
  
  

Technical Skills

Required Skills & Competencies

• Understanding of telecom technologies: IP/MPLS, VPN, VoIP, Transmission, Ethernet, etc.
• Knowledge of Incident, Problem & Change Management (ITIL Foundation preferred).
• Familiarity with network monitoring and ticketing systems.
• Ability to convert complex technical concepts into simple, engaging training content.
  
  

Non Technical Skills

• Strong communication, facilitation, and interpersonal skills.
• Proficiency in soft skills delivery customer interaction, empathy, clarity, tone.
• Experience in behavioral and language training (email etiquette, voice clarity, business communication).
• High emotional intelligence and coaching ability.
  
  

Behavioral Competencies

• Strong planning, stakeholder management, and execution discipline.
• Analytical thinking with a continuous improvement mindset.
• Ability to influence and collaborate with cross-functional teams.
  
  

Qualification & Experience

• Bachelor s degree in Engineering, Telecom, IT, or any relevant field.
• 3-6 years of experience in Service Assurance, Technical Training, Behavioral Training, or Telecom Operations.
• Experience in blended learning methodologies (classroom, virtual, LMS-based learning).
• ITIL certification preferred.