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Performance Development Manager

2 weeks ago

Manila, National Capital Region, Philippines WNS Global Services, Inc. Full time
Role Overview

We are seeking a highly experienced Training Manager to lead our process training initiatives at WNS Global Services, Inc.

The ideal candidate will possess a strong background in training and development, with a focus on customer service and contact centre operations.

  • At least 8 years of experience in the training function with excellent knowledge of contact center and customer service operations
  • Knowledge of banking and financial industry is an added advantage
  • Excellent interpersonal, English communication, and writing skills
  • Excellent facilitation skills
  • A keen eye for detail
  • Coaching and feedback skills
  • A willingness to learn on the job
  • Excellent knowledge of MS Office
  • Knowledge in Reporting Tools Financial Snapshots
Key Accountabilities

The successful candidate will be responsible for:

  • Developing and implementing training strategies to enhance employee performance and drive business results
  • Liaising with operations and quality teams to drive business processes and ensure process accuracy
  • Providing coaching and feedback to employees to enhance their performance and drive business results
  • Collaborating with stakeholders to identify and launch process improvement projects, analyzing data and suggesting measures to improve revenue generation for the function
  • Maintaining vertical hygiene and compliance by ensuring reports, data, and documents are in place
  • Promoting standardization by creating SOPs across training and promoting behavioral training programs to ensure maximum participation