Head of Training Operations

2 weeks ago


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

Position: Head of Training Operations - AVP Level

Night Shift/GY | Onsite (Quezon City)

Objectives and Responsibilities of AVP Business Training:

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.

Qualifications & Mandatory Skills:

  • 15yrs of relevant training experience in the BPO/contact center space, should have solid process training mgmt. background required
  • 8-10 yrs of healthcare exposure (primarily on the payor side) managing a large scale of team around 200ftes is a MUST
  • Graduation / Postgraduate / with any Training Certifications
  • Displays High Level of Communication Skills
  • Experienced in transitioning from traditional to digital learning experience for 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

Benefits:

  • Competitive Salary
  • Additional allowances p/m: 15K NT transportation allowance, 5K fuel allowance via gas/fleet card, 300php rice subsidy
  • Guaranteed bonus: 13th and 14th month pay for all Manila employees
  • HMO coverage: upon hire at 300K MBL regular suite / clinic based, with 2 free dep
  • Leave credits: 15days VL, 15days SL eligible upon reg
  • Retirement benefit
  • Other benefits will discussed in JO.

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