Head of Training

2 weeks ago

Quezon City, National Capital Region, Philippines PM Consulting Full time

Head of Training & Quality - PH Operations

Level: Assoc. Vice President

ndustry: BPO / Healthcare

13th, 14th month pay

HMO and Group Life Insurance on Day 01

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About the job

The resource would be part of a dynamic team which will be working with the other members of the Training, Operations, and the Quality teams to manage conduct of new hire training, while also being responsible for the quality performance of the newly trained resources by planning and executing various interventions during the on-the-job training phase.

An approximate list of responsibilities is appended below (but not limited to):

  • Overseeing & Managing the Training budget along with the Training ROI
  • Managing Training Operations & partnering with Operations.
  • Driving key initiatives & continuous improvements across the identified LOBs
  • Making sure the Training VOE & Stakeholder feedback are taken care off
  • Developing the Team members for future growth
  • Managing attrition and ensuring the batch throughput is as per the business targets and maintain healthy first pass yield (as per defined targets)
  • Managing batch productivity & batch quality till the 90 days post classroom training
  • Establishing and leading a review cadence, create performance benchmarks to measure and report to management
  • Managing & working with clients, internal teams to drive Content Change management, Effectiveness and Availability
  • Identifying and managing stakeholders by establishing requirements, performance reviews, collating feedback and drafting improvement plans where necessary
  • Investing a substantial amount of time into self & team/ people development, by way of upskilling, cross skilling, and formalized individual development plans
  • Initiating or being a part of major improvement initiatives towards betterment of training practices, measurement, and overall process improvement
  • Leading a team of trainers & master trainers towards achieving laid down team goals & objectives
  • Responsible for driving constant content review, analysis, and improvements where necessary
  • Implementing cost control through optimization of resources such as trainer availability, batch handover timelines, return on investment etc.

Leading People

  • Inspirational Leadership.
  • Lead from the front as the SME of the Function,
  • Design & Drive People Metrics.
  • Promoting Diversity & Inclusion as per Organizational Culture.
  • Mentoring & Coaching Operational & Leadership values.
  • Improve employee retention and enhance employee engagement.
  • Succession Planning

Qualifications & Mandatory Skills:

  • Graduation / Postgraduate / with any Training Certifications
  • Displays High Level of Communication Skills
  • Ideal candidate would be minimum 14+ years' experience in U.S Healthcare/ BPO Process Training WITH MIN years over all experience, with 7+ Years in Training Leadership roles. (Payer/ Provider any)
  • Experienced in transitioning from traditional to digital learning experience across the Organisation. Hands- on exposure in identifying, defining, and articulating technology system requirements to support learning and talent development solutions
  • Thorough understanding of US health care (ERISA/HIPAA/State Mandates) – Not Mandatory
  • Sound knowledge of training delivery and facilitation including in virtual environments,
  • developing learning assets using multiple delivery options and media.
  • Proven participation on Training Improvements Projects.
  • Demonstrate research and analytical skills in evaluating effectiveness and effort of learning Programs.
  • Awareness of ISO, ISMS & other Compliance and Audit Parameters
  • Astute understanding of MS Office Tools
  • Displays a High Level of Integrity and Maturity
  • Displays high level of People Management practices

Additional Good to Have Skills:

  • Deep understanding of operational metrics & targets
  • Experience of continuous process improvements would be an added advantage
  • Have thorough knowledge and understanding of global training practices and methodologies.

Desired eligibility criteria

Needs Assessment

  • AVP Training must possess good analytical and planning skills to assess training needs and develop programs to meet those needs. They meet Operations managers and supervisors to assess the training needs of individual departments. They must also evaluate the competency levels of individual trainees so that they can work with employees with different knowledge and skill levels

Training Delivery

  • AVP Training must have excellent presentation skills to present training programs (when necessary).
  • Comprehensive knowledge of the topic they are discussing so that they can communicate the correct information and handle any questions from trainees.
  • She/ He must have good interpersonal and observational skills so that they can assess trainees' understanding and progress and make any necessary adjustments to the program.

Administration

  • The General Manager Training must have the administrative skills to manage training programs and exceptional people management skills. They should be able to evaluate the outcomes of training sessions and maintain records of trainees' progress and achievements.
  • They must also monitor training costs against budgets and ensure they make the most efficient use of company resources

Content Evaluation Design

  • Ability to evaluate and maintain the recency of all training materials, learning tools & simulations.
  • Ensuring that the learning content on the LMS is readily available based on the day wise curriculum/ agenda for the ongoing batches. Reporting inadequacies in a timely manner to the immediate supervisor.
  • Ensuring that the content for training new hires is current and consistent with the needs and the purpose of the business. Measure of content effectiveness to be gauged by a combination of parameters:
  • Certification Pass%
  • On the Job Training Pass %
  • On floor defects of new hires on account of knowledge ambiguity (gauged through quality interventions)
  • Improving Ramp phase performance

Operational Responsibilities

  • AVP Training to drive for the batches to be handed over to operations as per the go-live plan with 100% certification.
  • Work closely with quality & operations to conduct refreshers and upskill training as per requirement
  • Have a keen eye in order to be able to amend the process documents with relevant updates and ensure that the same is cascaded to the team (if need arises)
  • Should coach and mentor the team on the floor to bridge knowledge gaps
  • Responsible for conducting regular knowledge check through assessments and provide POA
  • Should be thorough on organization policies and procedure, especially concerning performance improvements & people handling.

Job Types: Full-time, Permanent

Salary: Php450, Php550,000.00 per month

Benefits:

  • Health insurance
  • Life insurance

Schedule:

  • 8 hour shift
  • Evening shift

Supplemental pay types:

  • 13th month salary
  • Performance bonus

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