Training Manager

We're Hiring: Training Manager (with Service Desk Experience)

Work Where People Matter

At Tech Mahindra Philippines, we're more than just a BPO — we're a Certified Great Place to Work where your growth and well-being come first. With thriving hubs in Cebu and Manila, we're helping people like you build meaningful careers while making a real difference for customers around the world.

Why You'll Love It Here

• Growth you can see – promotions and career paths await
• Learning that sticks – trainings to sharpen your skills
• A workplace that cares – inclusive, supportive, and people-first
• Health coverage you can count on
• Rewards when you refer friends to join the team
• Optional Perks:
  HMO Benefit, Leave Credits

Your Day-to-Day

• Create training and development programs/plans for specific Lines of Business (LOB).
• Manage end-to-end New Hire Training.
• Track and improve post-training effectiveness.
• Conduct floor training based on Training Needs Identification (TNI).
• Manage PKTs and all knowledge assessments.
• Coach and develop a team of trainers for optimum efficiency.
• Handle ad-hoc training requests for multiple accounts.
• Participate in client calls representing Tech Mahindra.
• Consolidate, maintain, and share training data with internal and external stakeholders.
• Oversee training batch audits and observation sessions; provide constructive feedback to trainers.
• Drive behavioral training completion for assigned processes and conduct sessions when required.
• Own creation and regular updates of training SOPs based on quality standards.
• Review trainer performance regularly and provide documented feedback.
• Publish training dashboards for stakeholders.
• Contribute expertise on RFPs for Service Desk accounts in training, knowledge development, and knowledge base management.
• Drive and participate in projects, performance improvement, and cost reduction initiatives.
• Encourage training team participation in CSR activities.
• Own and manage Service Desk transitions on knowledge transfer aspects.
• Design knowledge transfer, shadowing, and primary support plans for SD transitions.
• Implement and improve Knowledge Management processes for SD accounts.
• Attend client calls on SD transitions and BAU accounts to present training initiatives and performance.

What We're Looking For

• 6 to 8 years of relevant experience, with at least 4 years managing training for Service Desk accounts.
• Graduate degree (L&D/Training certifications preferred).
• Train-the-Trainer Certification (internal/external).
• Master Trainer Certification (preferred).
• Experience in new account launches or transitions is a plus.
• Ability to handle large ramp-ups across multiple geographies.
• Experience managing a team of trainers and AMs preferred but not required.
• Excellent written and verbal communication skills.
• Strong technical aptitude and time management skills.
• Self-starter with the ability to manage multiple tasks simultaneously.
• Understanding of training methodologies and global standards for training effectiveness measurement.
• Excellent interpersonal, problem-solving, and people management skills.
• Strong analytical skills.
• Willing to work on-site and flexible for a 24x7 environment.

Work Setup

Location: Quezon City (On-site)

Shift: Shifting Schedule

About Tech Mahindra Philippines

We're a global provider of IT and business process services, helping industries like telecommunications, healthcare, retail, banking, e-commerce, travel, and logistics. In the Philippines, we're home to thousands of talented professionals who value growth, diversity, and teamwork.

Your Next Move

If you're ready for a role where you can grow, make a difference, and enjoy the ride — we'd love to meet you. Apply today and let's get started.