Japanese Speaking L&D Team Manager [BPO Operations]

Good Job Creations (Singapore) Pte Ltd; Kuala Lumpur; Presencial; MYR 120.000 - 180.000; Jornada completa

Descripción de la vacante

Good Job Creations (Singapore) Pte Ltd in Kuala Lumpur is seeking a Japanese-speaking L&D Team Manager to lead and develop the Learning & Development function within our BPO Operations.

You will coach the team, drive productivity and service quality, partner with recruitment for hiring and onboarding, and manage performance against CSAT, AHT, and other KPIs. The role requires strong instructional design knowledge and LMS experience.

Formación

• Proficiency in Japanese for liaising with clients and regional teams.
• Minimum 3 years of people management in Learning & Development within BPO.
• Strong knowledge of L&D methodologies, training metrics, and KPIs.
• Experience conducting TNA and RCA to identify performance gaps.
• Experience managing training operations, including delivery and process improvement.
• Formal L&D certification from recognised bodies preferred.

Responsabilidades

• Lead, coach, and develop the L&D team to meet performance objectives.
• Manage team performance and drive productivity, service quality, and business results.
• Partner with recruitment for hiring, onboarding, and workforce planning.
• Address and resolve training-related escalations with timely solutions.
• Build relationships with stakeholders across Operations, Quality, and support functions.
• Ensure compliance with policies and guidelines.
• Lead process improvement projects to enhance training effectiveness and efficiency.
• Design, develop, and deliver learning solutions aligned with business goals.
• Conduct TNA and RCA to identify performance gaps and implement improvements.
• Collaborate with leadership to operationalise policies and support initiatives.
• Monitor training KPIs to evaluate learning effectiveness and recommend improvements.

Conocimientos

Japanese language proficiency

People management

L&D methodologies

Training metrics (CSAT, AHT, TPH)

TNA and RCA

LMS experience

Instructional design

Cross-functional collaboration

Descripción del empleo

Japanese Speaking L&D Team Manager [BPO Operations]

• Lead, coach, mentor, and develop the Learning & Development team to achieve operational and performance objectives.
• Manage team performance and implement strategies to drive productivity, service quality, and business results.
• Partner with recruitment teams to support hiring, onboarding, and workforce planning initiatives.
• Address and resolve training-related escalations while ensuring timely and effective solutions.
• Build and maintain strong relationships with internal stakeholders across Operations, Quality, and support functions.
• Ensure compliance with organisational policies, standards, and operational guidelines.
• Support process improvement initiatives and lead projects to enhance training effectiveness and operational efficiency.
• Design, develop, and deliver learning solutions aligned with business objectives, adult learning principles, and instructional design methodologies.
• Conduct Training Needs Analysis (TNA) and Root Cause Analysis (RCA) to identify performance gaps and implement targeted improvement plans.
• Collaborate with leadership teams to operationalise policies and support execution of local business initiatives.
• Monitor training performance metrics and operational KPIs to evaluate learning effectiveness and recommend improvements.

[ID: 1704176]

Responsibilities

• Lead, coach, mentor, and develop the Learning & Development team to achieve operational and performance objectives.
• Manage team performance and implement strategies to drive productivity, service quality, and business results.
• Partner with recruitment teams to support hiring, onboarding, and workforce planning initiatives.
• Address and resolve training-related escalations while ensuring timely and effective solutions.
• Build and maintain strong relationships with internal stakeholders across Operations, Quality, and support functions.
• Ensure compliance with organisational policies, standards, and operational guidelines.
• Support process improvement initiatives and lead projects to enhance training effectiveness and operational efficiency.
• Design, develop, and deliver learning solutions aligned with business objectives, adult learning principles, and instructional design methodologies.
• Conduct Training Needs Analysis (TNA) and Root Cause Analysis (RCA) to identify performance gaps and implement targeted improvement plans.
• Collaborate with leadership teams to operationalise policies and support execution of local business initiatives.
• Monitor training performance metrics and operational KPIs to evaluate learning effectiveness and recommend improvements.

Requirements

• Proficiency in Japanese language for liaising with Japanese-speaking clients, stakeholders, and regional teams.
• Minimum 3 years of people management experience within Learning & Development in the BPO industry.
• Strong knowledge of Learning & Development methodologies, training metrics, and operational KPIs, including CSAT, TNA, RCA, AHT, and TPH.
• Proven experience conducting Training Needs Analysis (TNA) and Root Cause Analysis (RCA) to identify performance gaps and drive performance improvement initiatives.
• Experience managing training operations, including team management, performance management, training delivery, and process improvement.
• Formal Learning & Development certification from recognised institutions or professional bodies.
• Knowledge of instructional design and curriculum development.
• Experience using Learning Management Systems (LMS) and training reporting tools.
• Experience leading training projects, change management programmes, or transformation initiatives.
• Strong analytical skills with the ability to translate data into actionable learning and performance improvement strategies.
• Experience working in a fast-paced, matrix, or regional stakeholder environment.
• Proven ability to collaborate effectively with Operations, Quality, and cross-functional teams.

We regret that only shortlisted candidates will be notified. However, all applications will be updated to our resume bank for future opportunities.

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