Job Description - GOSC Training Team Lead
Position Summary
GOSC Training team is accountable for the overall Training delivery and governance along with other strategic learning initiatives that impact the enterprise.
The Unit Manager will be responsible to design and deliver learning solution , training support on various aspects including Process Training, Communication, Technical Skills and inducing new strategies in the systems.
Job Responsibilities
- Responsible for Planning, Scheduling, Execution and governing Training practices
- Manage entire NH Process Certification (Preprocess, Compliance, Training, Learning Curve, Teach back, etc.)
- Ensuring effective Knowledge Transfer during Migrations - Training Material, Training Methodology, Monitoring Progress, find solutions
- Provide training solutions to Migrations, Ops partners for effective training, documentation, performance evaluation, capability building, etc.
- Conduct activities related to Training Needs Identification, Analysis and Planning Refresher Training Methodology and Annual/Monthly Training Calendar
- Partner with operation teams to address training needs & review for effectiveness through planned review meetings
- Participate in and lead organizational initiatives like CMMI etc.
- Create, update and review Training documents including SOP, Process maps , TSDs . Establish document governance model in assigned LOBs
- Mentor the Team Leaders and Process training team (PKTs/ BPS/ Trainers/SMEs) for delivery effectiveness & efficiency
- Responsible for the certification and productivity of new trainers / SMEs
- Conduct training sessions on MS Excel, Power BI, TTT, SOP Creation, etc.
Knowledge, Skills and Abilities
Education
- Graduate or PG in any discipline
Experience
- Minimum 12-14 years of overall work experience and 8-10 years of Training experience is required in shared services or ITES/ BPO/KPO environment
Knowledge and skills (general and technical)
Technical skills: -
- Should be proficient in Ms Office, Analytical and Problem-Solving skills
- Highly proficient at PowerPoint including training content creation, visualization & data representation based on audience/content; formatting content in the form of a storyline, etc.
- Understanding of Power platform/Power BI and Lean Six Sigma concepts (will be a plus)
- Understanding and work experience of CMMI (will be a plus)
Soft Skills : -
- Excellent Communication and Presentation skills
- Must be able to facilitate training sessions
- Ability to actively listen for explicit and implied meaning
- Ability to work both independently and as a team player
- Lead discussions and influence decisions during stakeholder meetings
- Flair to learn new skills, technologies towards functional improvements
- Demonstrate willingness to take up new opportunities and challenging projects
Other Requirements (licenses, certifications, specialized training - if required)
- TTT or training related certification
- Instructional Design Certification (will be a plus)
Working Relationships
Internal Contacts
(and purpose of relationship):
- Be able to demonstrate complete ownership & accountability of tasks assigned.
- Ability to represent function and have strong stakeholder management, required for various training or knowledge transfer related interactions.
- Ability to communicate/ manage global audience /stakeholders.
- Must be flexible to mirror / overlap US Daytime work hours
External Contacts
(and purpose of relationship) - If Applicable
- SME / seniors at stateside for further guidance & support
- Different lines of businesses (as required) for follow-up work for closure of open / delayed milestone tasks
About MetLife
Recognized on Fortune magazine's list of the 2025 "World's Most Admired Companies" and Fortune World's 25 Best Workplaces™ for 2024, MetLife , through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by empathy, we're inspired to transform the next century in financial services.
At MetLife, it's #AllTogetherPossible . Join us!
#BI-Hybrid
Top Skills
What the Team is Saying
What We Do
Named among the World’s Most Admired Companies™ by Fortune and recognized in the Fortune 100 Best Companies to Work For® list in 2025, MetLife is leading the global transformation of an industry we’ve defined for more than 155 years. At MetLife, every innovation and line of code is a lifeline for our customers and their families—from victims of natural disasters to people living with disabilities and beyond. With operations in more than 40 markets and leading positions across the globe, MetLife fosters an inclusive culture where our people are energized and inspired to deliver for our customers and communities. Join our remarkable journey—one in which you help write the next century of innovation in financial services—because with MetLife, making the world a better place is All Together Possible.
Why Work With Us
At MetLife, you’ll be working for a company whose purpose is to help customers throughout their life’s journey, and often in their most critical time of need. You’ll be a part of developing leading-edge platforms that will have a lasting impact on the lives and well-being of tens of millions of customers.
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Hybrid Workspace
Employees engage in a combination of remote and on-site work.
MetLife's current workplace policies classify roles as Office, Hybrid or Virtual based on the nature of work, encouraging new ways of working together
