Training Manager

About the Role

We are seeking an experienced Training Manager with a proven background in Credit, Collections, and Training Development within a Local Bank, Collection Agency, or International BPO. In this role, you will be responsible for designing, delivering, and managing training programs tailored to upskill our Collections Specialists and ensure compliance with client standards. You will assess training needs, develop engaging content, and drive performance improvements for new hires and existing employees.

Key Responsibilities

Training Design and Delivery

· Develop and deliver engaging classroom, online, and blended training programs for Credit & Collections teams.

· Create and maintain training materials, including presentations, handouts, eLearning modules, and Standard Operating Procedures (SOPs).

· Facilitate training sessions on foundational and advanced topics related to credit and collections using effective instructional methods.

Needs Assessment and Process Improvement

· Conduct training needs assessments to identify skill gaps and develop targeted training solutions.

· Monitor performance trends and implement coaching or training intervention programs to improve results and manage performance outliers.

· Lead the continuous improvement of training programs, aligning with organizational goals and industry standards.

Compliance and Reporting

· Ensure compliance with client requirements, internal policies, and regulatory standards across all training programs.

· Generate and analyze training reports to provide insights into trainee performance, trends, and improvement areas.

· Track and evaluate the effectiveness of training programs through data analysis and feedback collection.

Leadership and Collaboration

· Oversee a team of trainers, providing coaching, mentorship, and skill development to enhance team performance.

· Collaborate with stakeholders, including HR, Operations, and client partners, to align training programs with business objectives.

· Foster a positive learning environment that supports employee engagement, development, and high performance.

Who We're Looking For

Must-Haves:

· Experience: Minimum 3 years in training and development, with a strong focus on Credit & Collections training in a local bank, collection agency, or BPO environment.

· Training Expertise: Proven ability to design and deliver training programs for high-volume environments, including onboarding, process training, and upskilling.

· Technical Skills: Proficiency in Microsoft Office (Word, PowerPoint, Excel), reporting tools, and Learning Management Systems (LMS).

· Communication Skills: Excellent verbal and written communication, presentation, and facilitation skills.

· Knowledge: Strong understanding of credit, collections, and regulatory compliance within the financial services or BPO industries.

· Leadership: At least 1 year of supervisory experience with demonstrated ability to manage and coach a team effectively.

Desirable Skills:

· Bachelor's degree in Training & Development, Human Resources, Instructional Design, or a related field (preferred).

· Familiarity with adult learning principles and instructional design methods.

· Experience with digital transformation tools and techniques, including eLearning platforms.

· Knowledge of reporting tools for performance metrics and dashboards.

What We Offer

· Competitive salary and performance-based incentives.

· Opportunities for career development and leadership growth.

· A collaborative work environment focused on innovation and excellence.

· Comprehensive benefits package, including health insurance and learning opportunities.