AI Training & Policy Frontline Manager

Genpact Services LLC (Philippines branch); Philippines; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

Genpact Services LLC (Philippines branch) is seeking a Front Line Manager for Training Quality & Policy to lead the Training & Policy team and drive continuous improvement in agent quality and knowledge retention.

You will develop proactive training strategies, conduct impact analyses, and partner with client teams to implement policy updates and refresher trainings. Strong analytical and leadership skills are essential for success.

Qualifications

• Bachelors in Commerce/Economics/Finance, Masters in Business Administration or Business Analytics.
• Certified Professional in Learning and Performance (CPLP) is desirable.
• Experience with data analytics, data management, and process improvement.
• Strong client relations, stakeholder management, and leadership skills.

Responsibilities

• Lead and manage the Training & Policy team, overseeing trainer and agent development.
• Design, implement, and monitor training programs to improve quality metrics and knowledge retention.
• Perform root cause analysis on training effectiveness and update materials and policies accordingly.
• Collaborate with client teams to align priorities and reflect product/process changes.
• Conduct classroom observations, certifications, and performance reviews to ensure KPI adherence.

Job description

Genpact Services LLC (Philippines branch) is seeking a Front Line Manager for Training Quality & Policy to lead the Training & Policy team and drive continuous improvement in agent quality and knowledge retention.

You will develop proactive training strategies, conduct impact analyses, and partner with client teams to implement policy updates and refresher trainings. Strong analytical and leadership skills are essential for success.