Associate Manager - Training | Knowledge Management

Hammerjack Pty Ltd; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

Sutherland in the Philippines is seeking an Associate Manager - Training to drive high-quality training programs across the organization. You will coordinate delivery with training leadership, operations and client teams to ensure service excellence and customer satisfaction.

You will monitor training effectiveness through data analysis, develop action plans, support onboarding, and mentor training staff under the Training Manager or Senior Leadership.

Qualifications

• Minimum of 3 years of BPO experience, including coordinating or supporting Sales Training initiatives.

Responsibilities

• Support the implementation of training programs across new hire and existing employee groups, ensuring alignment with performance and quality standards

Skills

Sales leadership

Training coordination

Communication

Team collaboration

Coaching

Tools

MS Office

Job description

Artificial Intelligence. Automation. Cloud Engineering. Advanced Analytics.

For Enterprises, these are key factors of success. For us, they're our core expertise.

We work with global iconic brands. We bring them a unique value proposition through market-leading technologies and business process excellence. At the heart of it all is Digital Engineering - the foundation that powers rapid innovation and scalable business transformation.

We've created 363 unique and independent inventions, 250 of which are AI-based and rolled up under several patent grants in critical technologies. Leveraging our advanced products and platforms, we drive digital transformation at scale, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless as-a-service model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. With proven strategies and agile execution, we don't just enable change - we engineer digital outcomes.

Sutherland

Digital Outcomes.

Job De ion

As an Associate Manager - Training, you will support the success of training and performance initiatives by assisting in the coordination and delivery of high-quality training programs. Your role helps ensure service excellence and customer satisfaction by working closely with training leadership, operations, and support teams.

Key Responsibilities

• Support the implementation of training programs across new hire and existing employee groups, ensuring alignment with performance and quality standards
• Assist in maintaining regular communication and coordination with internal stakeholders and client contacts regarding training schedules, updates, and outcomes
• Monitor training effectiveness through data analysis and feedback collection; contribute to the development of action plans to address knowledge or skill gaps
• Collaborate with Service Delivery, Quality, Operations Excellence, and other departments to identify performance trends and assist in delivering targeted training interventions
• Participate in planning and deploying training initiatives that support operational goals and business needs
• Support the evaluation of training programs and materials for effectiveness and relevance, and recommend improvements where necessary
• Assist in preparing and delivering reporting updates, performance summaries, and training metrics to internal stakeholders
• Help with onboarding, development, and day-to-day coordination of training team members as assigned, under the guidance of the Training Manager or Senior Leadership

Qualifications

Minimum Qualifications

• Minimum of 3 years of BPO experience, including at least 1–2 years supporting or coordinating Sales Training and Development initiatives
• At least 1 year of experience in a POC or Supervisor-level role
• Strong sales leadership experience, with demonstrated ability to:
  • Lead, motivate, and drive a sales team
  • Deliver proven and measurable sales performance results
• Solid understanding of training and learning principles, including:
  • Ability to translate sales performance gaps and business needs into effective training and development solutions
• Proficient in MS Office applications: Excel, PowerPoint, Word, and Outlook
• Strong written and verbal communication skills
• Demonstrated ability to collaborate and build effective working relationships across teams and departments
• Professional demeanor with the ability to handle sensitive information with confidentiality and discretion
• Strong sense of responsibility, adaptability, customer service orientation, and a team-first mindset
• Exposure to or experience with coaching, mentoring, or supporting team development is a plus

Additional Information

Internal Qualifications:

• Tenure of at least 12 months on current position
• No DA for the past 6 months
• FY25 PDP score of 4 or 5
• With relevant experience especially in Sales