Senior Training Manager - Clark

Key Responsibilities

Training Strategy & Leadership

• Develop and execute the overall training strategy aligned with organizational goals.
• Lead training teams, including Training Managers, Trainers, and Instructional Designers.
• Establish training standards, governance, and best practices across all programs.
• Partner with Operations, HR, Quality, and Workforce Management to identify learning needs and performance gaps.

Learning & Development

• Design and implement onboarding, product, process, upskilling, and leadership development programs.
• Ensure training content remains accurate, engaging, and aligned with business requirements.
• Drive innovative learning solutions, including blended learning, e-learning, and instructor-led training.

Performance Management

• Monitor training effectiveness through KPIs, assessments, graduation rates, and business outcomes.
• Analyze trainee and employee performance data to identify improvement opportunities.
• Implement action plans to improve training success rates, nesting performance, and employee retention.

Stakeholder Management

• Collaborate with senior leaders to support organizational initiatives and business transformations.
• Present training performance metrics, recommendations, and improvement plans to leadership teams.
• Serve as a trusted advisor on learning and development initiatives.

Team Development

• Coach and develop training leaders and facilitators.
• Conduct regular performance reviews and succession planning activities.
• Foster a culture of continuous learning, engagement, and accountability.

Compliance & Quality

• Ensure mandatory compliance and regulatory training requirements are met.
• Maintain high training quality standards through audits, calibration sessions, and governance reviews.

Qualifications

• Bachelor’s / College Degree in Education, Communications, or equivalent
• Must have at least 4-5 years' experience as Training Manager in the BPO/Contact Center field
• Must have experience handling Telco accounts
• Solid leadership and team management skills, with a track record of leading high functioning and high performing Training teams
• Excellent written and verbal communication skills
• Amenable to work in Clark, Pampanga
• Amenable to full in-office or on-site work
• Amenable to graveyard shift, or shifting schedule