Training And Quality Manager
1 week ago
Chubb Mandaluyong, National Capital Region, Philippines
Training And Quality ManagerRole Purpose:
This role oversees the entire Quality Assurance and Training support pillars and all the activities pertaining to the activities below.
The Training & Quality Manager role includes (but is not limited to):
- Create, define, embed, and own the end-to-end Quality + Training strategy (Knowledge Management Framework) for the entire CBSP. (~70%)
- Coach, train, and guide leaders (Supervisors and Managers) applying key Knowledge Management principles (~20%).
- Driving teamwork and collaboration, working with cross functional teams (including regional teams) to make changes inclusive and beneficial to all parties involved. (~10%).
Key Responsibilities:
LEADERSHIP
- Take full ownership of quality/performance management systems, ensuring CBSP is utilizing/maximizing usage to ensure the optimum level of overall performance goals.
- Manage and update knowledge management systems in line with the quality standards, procedures, and process changes.
TRAINING PROGRAM MANAGEMENT
- Develop and implement comprehensive training programs in line with organizational objectives, collaborating with subject matter experts to create training content and materials.
- Create, review, and own the end-to-end employee training/development life cycle for both new and existing team members.
- Create and maintain engaging training and coaching materials.
PERFORMANCE MANAGEMENT
- Provide guidance and support to supported teams to maintain adherence to quality standards and ensure measurable and trackable coaching mechanisms.
- Organize quality audits, identify training needs and analyze results to support the wider operation.
- Complete regular reviews and identify individual knowledge gaps as well as wider team trends; recommend and conduct appropriate retraining. Conduct and analyze TNA (Training Needs Analysis) for supported teams and provide quarterly/annual training plan to develop skills.
- Provide feedback to managers on training/coaching requirement for their employees.
- Design quality and performance score card programs and maintain feedback mechanism for all services.
- Support performance management systems to enhance company's people performance.
DATA ANALYSIS
- Translate insights into an executable plan and advocate for implementation with key stakeholders.
STAKEHOLDER MANAGEMENT
- Work closely with the operations leaders to drive high levels of operational efficiency and high performing teams.
- Communicate to key management stakeholders on significant quality issues and business opportunities.
PROGRAM/PROJECT MANAGEMENT
- Plan, execute, and oversee training and quality projects/programs, ensuring they are completed on time and within budget (if applicable).
Experience:
- Experience working with cross functional teams across Operations and Support teams.
- Excellent communication (spoken and written) and presentation skills.
- Effective time management is a critical requirement.
- Demonstrated experience in using management information/data insights to deep dive on problems and drive improved process and/or performance.
- Able to maintain positive and productive relationships with teams, peers, and manager(s), ensuring a high degree of responsiveness to requests.
Qualifications:
- Bachelor's Degree with a minimum of 6 years of relevant experience, preferably from a shared services environment.
- Experience managing knowledge management/learning solutions.
- With relevant experience in Quality Management, Knowledge Management, Learning & Development and Performance/Skills Management.
- Previous experience delivering training or coaching from junior team to train the trainer programs.
- TTT (Train the Trainer) certification is desirable.
Mid-Senior level
Employment typeFull-time
Job functionQuality Assurance, Training, and Other
IndustriesInsurance
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