Assistant Manager - Training

Atain; Muntinlupa; On-site; PHP 700,000 - 1,100,000; Full time

Job summary

Atain is seeking a senior training leader to manage and develop a dedicated training team supporting assigned processes within a fast-paced BPO environment.

The role focuses on aligning training activities with key operational metrics and client outcomes, including Pre-process, Process, and Certification areas. The ideal candidate has 3–5 years in training delivery and 1–3 years in managing training leaders across multiple geographies.

Qualifications

• 3–5 years in training delivery/L&D.
• 1–3 years managing training leaders, trainers and multi-geo training operations.
• Experience in travel, hospitality, airline, customer service, or complex BPO environments.
• Executive stakeholder management with Directors/VPs and clients.

Responsibilities

• Manage and develop the training team supporting assigned process(es).
• Role may cover Pre-process, Process, and Certification ensuring operational and client metrics are aligned with training.

Skills

Training delivery

L&D management

Multi-geo ops

Job description

The purpose of this role is to manage and develop the training team supporting assigned process/es. Role may cover Pre-process, Process, and Certification ensuring operational and client metrics are aligned with training.

Qualifications:

• Years of Experience: Minimum 3-5 years in training delivery, L&D with at least 1 to 3 years managing training leaders, trainers and multi-geo training operations.
• Handling Airline/Travel account is an advantage
• Operations acumen - must understand BPO KPIs beyond training: CSAT/DSAT, QA, AHT, etc. Must be able to articulate training performance to operational outcomes.
• Training Needs Analysis - demonstrated ability to determine whether a performance problem is caused by knowledge, skill, behavior, process, leadership, technology, or environment)
• Training performance management - experience managing throughput, graduation/pass rate, attrition, speed to proficiency, nesting performance, trainer utilization and training capacity
• Executive stakeholder management - must have presented performance, risks and recommendations directly to Directors/VPs and clients. Strong stakeholder management with Operations, Quality, WFM, TAG, HR leaders and client facing teams.
• Digital Learning/Transformation capability - can evidence implementing new processes, curriculum redesign, AI-enabled learning or digital learning initiatives
• Experience in travel, hospitality, airline, customer service, or complex BPO environments

They stand out if (nice to haves):

• Able to demonstrate strong analytical capability, including trend analysis, cohort analysis, pareto analysis, segmentation and performance driver identification.
• Ability to challenge existing practices and senior stakeholders constructively using data and business rationale.
• Ability to independently identify risks, develop solutions, and execute without requiring constant direction.