Accountabilities:
Team / People Management
- Effectively lead and supervise a team of Training and Quality Specialists located in both Manila and Iloilo sites
- Create and maintain a culture of teamwork and engage team members to ensure good understanding of business strategy and processes
- Foster accountability among team members and maintain a constant climate of encouragement and professionalism
- Strategize and implement opportunities for growth and development of team members
- Provide coaching, training, and mentoring to team members and assist in developing their skills and competencies required for success
- Evaluate the performance of trainers and conduct timely appraisals
- Analyze gaps reported in the team and individual performance metrics and initiate Root Cause Analysis activities
- Manage and facilitate corrective action process when appropriate
- Resolve day to day issues of the team with support of Manager
Operational Effectiveness
- Monitor training progress to ensure activities are delivered on time from needs analysis to the evaluation of training effectiveness
- Ensure training/quality activities support current and future performance needs of Operations
- Establish and maintain excellent working relationship with stakeholders; communicate effectively and regularly
- Lead meetings with key stakeholders to discuss training/quality updates, immediate issues, and action plans
- Collaborate with Business Unit stakeholders for process update and alignment; and identify resources to fulfill all training requirements
- Formulate strategies to meet and exceed training metrics, SLAs as well as implementing project plans aligned with business requirements
- Monitor team’s performance dashboard, training metrics and other data; present reports covering team’s progress, highlights, evaluation results and other training details
- Implement standard training practices and ensure team compliance
- Innovate and introduce agile methods for increased effectiveness of training programs and actively drive process improvements to increase productivity of team members
- Maintain an up-to-date knowledge of all systems, processes, and products of the teams being supported
- Recognize/escalate problems and act accordingly to seek assistance, to ensure work and learning objectives are achieved within established standards
- Manage team’s attendance and ensure team is sufficiently staffed to meet training deliverables and other workload
- Execute all administrative functions as assigned
Qualifications:
- Bachelor’s degree holder
- Minimum 2 years of experience in training and quality
- Experience in a leadership role preferred but not required
- Knowledge and experience in eLearning/microlearning an advantage, but not required
- Demonstrate strong leadership abilities
- Excellent written and verbal communication skills
- Ability to communicate across business units to present ideas, training updates, and raise issues and negotiate acceptable resolution
- Strong conflict management, change management, project management and analytical skills
- Proactive, self-motivated, and self-directed
- Excellent presentation skills
- Experience in presenting reports, conducting operations reviews / business reviews / governance reviews with business unit stakeholders
- Excellent time management, prioritization, and organizational skills
- Demonstrate problem solving and decision-making abilities within a competitive customer-facing service environment
- Must be willing to attend onsite training for at least a month
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For Internal Applicants:
- Must be in current role for 1 year
- Must not have received any Disciplinary Action within the past 12 months
- Must not have any Attendance and Punctuality issues in the past 12 months
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