LOCATION: CEBU, PHILIPPINESJOB TITLE: TRAINING MANAGERRoles & Responsibilities:• Manage Process and Non Domain training delivery .• Help to improve Operations performance on quality and production targets by ensuring training effectiveness and addressing skill gaps.• Manage Training Throughput.• Participate and contribute in client calls (ABR's, MBR's & QBR's), management meetings and department meetings.• Conduct performance appraisals & reviews for Trainers and Training Leads.• Identify training needs and arrange for training, re-training and cross training, as required.• Support and monitor day-to-day work processes and meet production and Service Level Agreements (SLA) related to Training.• Conduct periodic and surprise audits and checks to ensure compliance with documented policies and procedures.• Facilitate to meet contractual obligations and client expectations.• Assess & forecast training requirements based on client communication and incoming volume.• Ensure effective KA / KT during transitions of processes.• Coordinate with the HR/TA functions to recruit per expected volume and required skill sets.• Draw a plan of action in coordination with Managers, Leads and the Quality team based on feedback from Ops and Client.• Drive central initiatives of Training function.• Ensure complete KT of Standard Operating Procedures (SOP) and other documentation for new workstreams.• Administrative work management, Classroom Observations (COF), etc.• Manage stakeholders and spearhead projects/initiatives with the help of the team.• Regularly review the performance on the program with the client and ensure that gaps are closed quickly.• Ensure periodic reporting and dashboards on the performance and the growth plans.• Participates in weekly and monthly business reviews with the client stakeholders & Operations team to ensure training plans are on track and in sync with process requirements.• Develop and drive Knowledge Management and Control mechanisms around training & should possess good knowledge of Learning Management System (LMS).• Develop team excellence.• Ensure certification & recertification of Domain Trainers and SMEs is on track.• Collaborate effectively with Operations and all stakeholders to drive business goals.• Should be highly effective in client management.• Plan and execute Leadership and Behavioral developmental programs in collaboration with the Training and L&D team.• Ensure process compliance with applicable Quality Standards and Client specific processes.Desirable Skills:• Good working knowledge of computer i.e., MS-Office, Excel and PPT. • Should have a excellent understanding of Knowledge Management and Quality processes • Should have excellent analytical skills, Training Need Identification (TNI), Change control and ability to work independently. • Good understanding of airline & travel industry is a must . • Detail oriented with ability to organize tasks well. • Excellent verbal & written communication & presentation skills.• Good Interpersonal & people management skills with good problem solving approach.• Good client relationship management skills and experience will be preferred.
