Job Description – Learning & Development Manager
Company: DLF Limited
Location: DLF Cyber City
Experience Required: 8–12 Years
Department: Human Resources – Learning & Development
Reporting Manager: Head HR
Employment Type: Full-Time
Hiring Partner: Vision India Services Pvt. Ltd.
About DLF: DLF Limited is one of India’s leading real estate developers with a strong legacy of creating premium
residential, commercial, and retail destinations across India. Known for innovation, operational excellence, and
large-scale integrated developments, DLF has played a significant role in transforming urban infrastructure,
particularly in Gurgaon.
DLF focuses on building high-performing teams and fostering a culture of continuous learning, leadership
development, and employee growth.
Role Summary: We are seeking a mid-level learning and capability professional to program manage technical,
customer experience, and operational training initiatives for customer-facing operations. The role focuses on
building frontline and supervisory capabilities through structured technical training, customer interaction
excellence, and continuous upskilling initiatives across levels. The incumbent will bring strong execution rigor,
stakeholder coordination skills, and the ability to align learning outcomes with service delivery and customer
experience goals.
Key Responsibilities:
Training & Capability Building
- Program manage end-to-end technical and operational training programs for customer-facing roles across service delivery, frontline operations, and supervisory levels.
- Design, coordinate, and operationalize customer experience (CX) training initiatives, including service excellence, customer handling, process adherence, and resolution effectiveness.
- Translate business, operational, and process requirements into practical, role-relevant learning journeys for frontline teams and people leaders.
- Support rollout of multi-level learning interventions such as inductions, refreshers, functional upskilling programs, and capability certifications.
Program & Stakeholder Management
- Own training calendars, execution plans, dashboards, and trackers to ensure timely delivery and closure of all training engagements.
- Partner with operations leaders, customer experience teams, and subject matter experts to identify needs and prioritize learning interventions.
- Coordinate with internal trainers, external partners, and learning vendors to ensure high-quality program delivery and consistency of outcomes.
Operational Readiness & Governance
- Strengthen operational excellence by embedding training aligned to SOPs, quality standards, service metrics, and compliance requirements.
- Track training effectiveness through defined KPIs such as coverage, participant feedback, post-training applicability, and performance improvement indicators.
- Maintain training documentation, MIS, and audit-ready records for customer-facing functions.
Continuous Improvement
- Proactively identify capability gaps in customer-facing teams and recommend continuous improvement actions.
- Introduce best practices in experiential learning, on-the-job enablement, and structured capability building to enhance learning impact.
Qualifications & Experience
- Technical degree in any discipline, including but not limited to Engineering, Hospitality, Operations, or equivalent professional education.
- 5–8 years of experience in training, learning & development, operations enablement, or program management, preferably in customer-facing environments such as:
- Services, including large delivery organizations
- Retail
- Upskilling and training firms
- Hospitality
- Logistics and supply chain environments
- Demonstrated experience managing technical, operational, or service-oriented training programs for frontline and customer-facing teams.
- Exposure to customer experience, service quality, or operations excellence initiatives is strongly preferred.
Key Skills & Competencies
- Strong program management and execution capability
- Practical understanding of customer-facing operations and service delivery models
- Ability to simplify technical and operational concepts into actionable learning
- Stakeholder management and cross-functional collaboration
- Data-driven mindset with strong follow-through
- Clear communication and facilitation skills
Success Indicators
- Measurable improvement in frontline capability and customer experience outcomes
- High training adoption, completion, and satisfaction scores
- Timely execution and closure of training programs
- Strong alignment between learning interventions and operational performance