Director for Learning

Director for Learning & Development, Global Contact Centre page is loaded

Director for Learning & Development, Global Contact Centre Apply locations Quezon City time type Full time posted on Posted 5 Days Ago job requisition id JR

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

Working Arrangement

Hybrid

Job Description

Are you looking for a supportive and collaborative workplace with great benefits and clear career development? You've come to the right place.

Why choose Manulife?

• Competitive Salary packages and performance bonuses
• Day 1 HMO + FREE coverage for your dependents (inclusive of same-sex partners)
• Retirement savings benefit
• Rewarding culture that values wellness and well-being
• Performance Bonus
• Global network of industry experts
• Extensive training resources

We're looking for a Director for Learning & Development (L&D) to join our Global Contact Centre team. Y ou will lead the development and execution of training programs focused on enhancing talent development, customer and employee experience and operational capabilities efficiencies within our organization. You will be responsible for strategizing, designing, and implementing learning initiatives to ensure that our teams are equipped with the necessary skills and knowledge to excel in their roles and drive business success.

Learn more about the opening below .

Key Responsibilities:

• Lead the L&D group with full management accountability for the team including developing the vision and setting direction for L&D
• Develop the overarching CSC learning strategy to ensure the organization has the right capabilities to deliver business results now and, in the future
• Create a culture that embeds capability development and encourages individual and organizational learning and performance
• Develops strong key stakeholder relationships and sets vision and expectations for the Learning and Development value proposition

Training Strategy Development:

• Develop a comprehensive training strategy aligned with organizational goals and operational objectives.
• Identify training needs and priorities through collaboration with business units, operational leaders, and key stakeholders.
• Establish clear learning objectives and performance metrics to evaluate the effectiveness of training programs.

Curriculum Design and Implementation:

• Design and develop training curricula tailored to various operational functions, including production, quality assurance, and process improvement.
• Leverage industry best practices and innovative training methodologies to create engaging and impactful learning experiences.
• Partner with subject matter experts to ensure training content is accurate, relevant, and up-to-date.

Training Delivery and Facilitation:

• Oversee the delivery of training programs through a variety of channels, including instructor-led sessions, e-learning modules, workshops, and on-the-job training.
• Provide guidance and support to internal trainers and facilitators to ensure consistent and effective delivery of training content.
• Monitor training sessions and participant feedback to continuously improve training materials and delivery methods.

Performance Evaluation and Analysis:

• Establish mechanisms to assess the impact and effectiveness of training initiatives on operational performance.
• Analyze training data and feedback to identify trends, gaps, and areas for improvement.
• Work closely with operational leaders and HR partners to address performance deficiencies and implement targeted training interventions.

Compliance and Regulatory Training:

• Ensure that training programs comply with industry regulations, safety standards, and organizational policies.
• Stay informed about relevant regulatory changes and updates affecting operational practices, and incorporate them into training content as necessary.
• Collaborate with compliance and legal teams to ensure training materials reflect current regulations and guidelines.

Qualifications:

• Extensive learning and development experience of at least 5 years in a directorship role, with at least 3 years overseeing a global contact center team (BPO/Shared services)
• Specific expertise and experience in designing, developing and implementing learning and performance solutions for a geographically dispersed workforce, leveraging adult - learning best approaches
• Data story-teller : ability to process and digest data, and communicate insights and narratives to affect change with the goal of streamlining training processes
• Demonstrated leadership and project management skills, with the ability to influence and lead through influence
• Strategic thinker with a strong understanding of financial and economic drivers, able to translate them into learning and development strategies
• Ability to scale processes in a large-scale, highly complex organization
• Amenability to work in Quezon City
• Amenability and readiness to work onsite and from home anytime (dependent on business need AND/OR current external environment/situation)
• Proficiency in Microsoft Office applications (Word, PowerPoint, Excel , Sharepoint , Access )

Nice to haves:

• Strong exposure/knowledge of insurance/financial business (same industry as Manulife)

Let's make every day better together. Learn about our opportunities at JOBS.MANULIFE.COM

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges, and under '945' in Hong Kong.

Manulife is an Equal Opportunity Employer

At Manulife /John Hancock , we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour , ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process . All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies . To request a reasonable accommodation in the application process, contact .

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We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive.

We offer work that challenges and makes a difference within a flexible and supportive environment, so you can help make decisions easier and lives better for our customers.

We're proud of our accomplishments and recognitions. Recent awards include:

• Best Place to Work in Asia-Pacific 2022
• Best Place to Work for LGBTQ Equality 2022

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Discover how you can grow your career, make impact and drive real change with our Winning Team today at .

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