About the Role

As part of SIDE's Global Player Support organization, the Global Learning & Development Lead is responsible for leading the strategy, delivery, and continuous evolution of learning programs that drive operational excellence across global Player Support teams.

This role oversees onboarding, continuous learning, operational readiness, certification, and capability development while leading a team of Learning & Development Specialists. Working closely with Operations, Quality, Workforce Management, Instructional Design, and Client stakeholders, you will ensure learning initiatives are aligned with business objectives, client expectations, and evolving operational needs.

The ideal candidate brings strong Learning & Development experience within Player Support, Customer Experience, BPO, or preferably the gaming industry, along with proven people management experience and a passion for developing high-performing learning teams.

What You'll Be Doing

Learning Strategy & Delivery

Lead the planning, execution, and continuous improvement of global onboarding, upskilling, cross-skilling, and continuous learning programs.
Own learning governance, certification frameworks, operational readiness standards, and role-based learning pathways across multiple programs.
Ensure learning solutions support business goals, operational KPIs, client requirements, and player experience objectives.
Oversee Train-the-Trainer initiatives, facilitator readiness, and consistent training delivery across global teams.
Partner with Instructional Design to create engaging learning experiences, including instructor-led training, e-learning modules, digital learning content, videos, and knowledge resources.
Ensure all learning materials, SOPs, playbooks, assessments, and knowledge articles remain accurate, current, and aligned with operational changes.

Leadership & People Management

Lead, mentor, coach, and develop a team of Learning & Development Specialists and Trainers to deliver high-quality learning experiences.
Conduct regular performance reviews, coaching sessions, and career development planning for direct reports.
Foster a culture of collaboration, accountability, innovation, and continuous learning within the Learning team.
Build succession plans and identify development opportunities to strengthen team capability.

Operational Partnership

Collaborate closely with Operations, Quality, Workforce Management, Product, and Client stakeholders to identify capability gaps and implement effective learning interventions.
Translate QA insights, CSAT/DSAT trends, operational metrics, policy updates, and product launches into targeted training initiatives.
Support new client implementations, programme launches, process transitions, and operational change management through effective learning strategies.
Participate in operational calibration sessions and leadership reviews to ensure learning priorities remain aligned with business performance.
Maintain a strong understanding of frontline operations by regularly reviewing player interactions, quality evaluations, escalation trends, and operational challenges.
Use operational insights to proactively identify knowledge gaps and continuously improve learning programs

Performance & Continuous Improvement

Analyse learning data to identify trends, risks, and opportunities for continuous improvement.
Measure and report on learning effectiveness using assessments, certification outcomes, operational performance, QA trends, productivity, and learner feedback.
Establish governance around learning quality, facilitator standards, and programme effectiveness.
Drive innovation by introducing modern learning methodologies, blended learning approaches, and scalable learning solutions.