Associate Vice President

Job Title: Associate Vice President – Business Training

Reporting to: Global Head Training

Work Location: Bengaluru EC First Phase - Work from Office

Working Hours/ Days: 9 Hours / 5 Days a Week

Shift: US Shift (EST/ CST/ Mountain)

Team Size: Management / Leadership Role

About Sagility

Sagility is a trusted partner for healthcare operations transformation, helping organizations unlock value across complex healthcare workflows. With more than 25 years of healthcare domain expertise, Sagility combines deep operational knowledge with AI-enabled technology and intelligent automation to improve efficiency, strengthen decision-making, and elevate experiences for members, patients, providers, and stakeholders across the healthcare ecosystem.

Sagility’s capabilities span end-to-end healthcare operations, including claims administration, payment integrity, clinical and care management support, member and provider engagement, revenue cycle services, and advanced analytics. Today, nearly 50,000 specialists, clinicians, technologists, and operations professionals support healthcare organizations globally through trusted collaboration and technology-led transformation.

Job summary

AVP – Training (Global Voice Operations) with deep expertise in managing large-scale international voice training operations across multiple geographies. This role demands a business-aligned CX training leader with strong P&L ownership, stakeholder influence, and executive presence.

The incumbent will drive training strategy, capability building, and performance transformation across global voice operations, ensuring alignment with business goals, client expectations, and operational excellence.

Note (Critical Fit Criteria)

• Only candidates with core international voice training experience will be considered
• Profiles from L&D / OD / HR training backgrounds will not be a fit
• Must demonstrate direct impact on business performance and training ROI

Duties and responsibilities

1.Training Strategy & Leadership

• Define and execute a global training strategy aligned with business objectives, client requirements, and operational KPIs.
• Lead end-to-end training lifecycle across large voice-based BPO operations (new hire, refresher, leadership development).
• Drive standardization and scalability of training frameworks across multiple locations and geographies.
• Build and lead high-performing training teams, ensuring consistent delivery and governance across accounts.

2. Business & Domain-Centric Training

• Design training programs focused on international voice operations, customer experience (CX), and service delivery excellence.
• Partner with operations and SMEs to build role-based, process-specific training interventions.
• Ensure training aligns with client expectations, compliance standards, and business SLAs.
• Continuously evolve content based on industry trends, customer expectations, and operational needs.

3. Performance & Capability Enhancement

• Leverage operational data (quality, CSAT, AHT, productivity) to identify training gaps and drive targeted interventions.
• Own training effectiveness through measurable KPIs and business impact metrics.
• Collaborate with operations leadership to improve quality, efficiency, and customer experience outcomes.
• Drive a culture of continuous improvement and performance excellence.

4. Onboarding & Upskilling

• Lead structured onboarding programs to ensure rapid ramp-up and productivity of new hires.
• Design and implement upskilling and cross-skilling frameworks for existing workforce.
• Build leadership capability programs for frontline managers and CX leaders.

5. Financial & Resource Management (P&L Ownership)

• Own and manage training function P&L, including budgeting, cost optimization, and ROI tracking.
• Ensure efficient allocation of training resources across programs and geographies.
• Drive productivity and cost efficiencies through innovative training delivery models.

6. Stakeholder & Executive Engagement

• Act as a strategic partner to business leaders and clients, influencing training outcomes.
• Engage with global stakeholders and executive leadership with strong communication and business acumen.
• Drive alignment between training, operations, and client expectations.

Key Requirements

• 20+ years of experience in Training within international Voice BPO / CX operations
• Proven experience managing large-scale, multi-location training teams
• Accountable for Driving cost saving measures to improve Margins
• Drive Tech /AI transformation to enhance learning experience
• Strong expertise in business-driven training (NOT L&D/OD background)
• Demonstrated P&L ownership and financial acumen
• Deep understanding of voice operations, CX metrics, and operational performance drivers
• Exceptional stakeholder management and executive communication skills
• Strong leadership presence with the ability to influence senior leadership and global clients
• Experience in scaling training frameworks across geographies

Leadership Competencies

• Strategic thinking with execution excellence
• Strong people leadership and team-building capability
• High ownership, accountability, and business orientation
• Excellent communication and executive presence
• Ability to operate in a fast-paced, global delivery environment

Skills & competencies

• Experience scaling systems in a fast-paced and changing environment and ability to perform ongoing prioritization to align organization and department initiatives. Ability to work well under pressure and be flexible in adapting and responding to changing situations.
• Strong organizational skills with the ability to manage multiple, conflicting priorities in a fast-paced environment. Outstanding obsession with service orientation; a sense of urgency, follow-up, and responsiveness; high level of personal integrity and confidentiality.

Minimum education and experience required

• An ideal candidate would be a smart Business school graduate with a few years of experience in consulting domain.
• Need to possess smart Data Analytics and project management capability.
• Proven experience in designing, implementing, and managing HR Technology strategies, systems, & applications.