Lead Assistant Manager-Product Development-Product Development

6 days ago

Philippines EXL Service Full time ₱1,200,000 - ₱2,400,000 per year

Job Description: The Lead Assistant Manager for Process Training plays a pivotal role in ensuring the effectiveness and consistency of training delivery across the assigned process. This role is responsible for managing a team of process trainers, driving performance through coaching and mentoring, and ensuring alignment with business goals. The position also involves strategic planning, stakeholder collaboration, and continuous improvement of training programs to enhance employee performance and customer satisfaction.

Responsibilities: Classroom Management/Modules/Up-training/Initiatives/Quality

  • Help the Training Manager oversee or coordinate the different training requirements for the program and its projects in the assigned account/s.
  • Monitor, coach and mentor trainers to help develop the required skill sets.
  • Develop training materials, activities, and assessments.
  • Facilitate training classes as needed.
  • Help the (Senior) Training Manager and/or AVP gather, measure and analyze data to gauge the effectiveness of the training program and its parts/projects on a regular basis.
  • Conduct trainer interviews and strengthen bench resources through the Training Apprenticeship Program.
  • Protects the confidentiality of client and adheres to company policies regarding confidentiality.
  • Create a positive work environment by acknowledging agent and team contributions, soliciting input, and offering personal assistance, when needed.
  • Ensure compliance with internal policies and procedures, external regulations, and information security standards.

Qualifications: Competencies Required:

  • Excellent communication and organization skills
  • Very good coaching and training skills
  • Ability to communicate effectively to a variety of audiences
  • Ability to provide and support a vision and direction
  • Ability to implement projects with the highest degree of professionalism and ensure follow through and evaluation of their effectiveness
  • Ability to work with minimum supervision and in a continually challenging environment
  • Ability to analyze learning needs and assist in the development of customized modules and initiatives
  • Accepting a high degree of responsibility and accountability for others as well as for self
  • Deep understanding, appreciation, and demonstration of world-class customer service
  • Understanding of end-to-end processes and appreciation of customer experience's impact on critical parameters
  • Knowledge of MS Office – Excel, PowerPoint, Word

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