Training Manager

3 hours ago

Davao City, Davao, Philippines OfficePartners, 360 Inc. Full time

The Training Manager is responsible for leading the Training function at a strategic and operational level, ensuring alignment with company objectives, client requirements, and operational readiness. This role oversees the design, delivery, and evaluation of training programs that drive performance, consistency, and scalability across the organization. The Training Manager plays a critical role in new logo implementation, workforce readiness, and continuous capability building through data-driven training strategies.

Strategic Training Leadership

  • Establish and maintain training frameworks, methodologies, curricula, and standards to ensure consistency and effectiveness.
  • Ensure training programs support performance outcomes, quality standards, and compliance requirements.
  • Provide training performance insights and recommendations to senior leadership to support strategic decision-making.
  • Oversee end-to-end training delivery, including onboarding, upskilling, cross-skilling, and refresher programs.
  • Ensure trainers are equipped, certified, and continuously developed to deliver high-quality instruction.
  • Monitor training effectiveness through KPIs such as throughput, certification rates, time-to-proficiency, and early operational performance.
  • Drive continuous improvement of training content, delivery methods, and learning experiences based on data and feedback.
  • Participate in Business Reviews for Operations and Clients, presenting training performance, insights, and recommendations.
  • Partner with Operations, Quality, Workforce Management, and Client Services to design and execute training plans for new clients.
  • Lead training needs analysis, curriculum development, and readiness assessments for new logos and expansions.
  • Ensure training timelines align with go-live requirements and operational ramp plans.
  • Participate in client-facing discussions related to training strategy, readiness, and performance expectations.
  • Act as the primary point of contact for training-related discussions during audits, reviews, and executive meetings.
  • Continuously refine training tools, materials, and measurement systems to support scalability and consistency.

Key Competencies

  • Strategic thinking and execution
  • Strong leadership and people development skills
  • Data-driven decision-making
  • Stakeholder and client management
  • Instructional design and adult learning principles
  • Change management and continuous improvement

Qualifications

  • Bachelor's degree in Education, Human Resources, Business, Psychology, or a related field
  • Minimum of 2 years experience as a Training Manager within a BPO company.
  • Proven experience managing training teams in a BPO, shared services, or customer operations environment
  • Experience supporting new client launches or program expansions
  • Familiarity with LMS platforms, training analytics, and performance metrics

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