CAPABILITY DESIGN OFFICER

BDO Unibank; Cebu City; On-site; PHP 400,000 - 700,000; Full time

Job summary

BDO Unibank is seeking a Training Lead for its Customer Contact Center in Cebu City. The role centers on delivering comprehensive training programs, serving as a subject matter expert for CCC products, and managing training curricula and certifications.

The incumbent will coordinate updates, monitor post-training performance, and partner with Quality and other business units to drive process improvements. Administrative tasks and stakeholder communications are key to ensuring training excellence.

Qualifications

• Two years of Training or Learning and Development experience in a bank or call center.
• Six Sigma or continuous improvement experience preferred.
• Banking or credit card customer service background preferred.

Responsibilities

• Design and deliver onboarding, technical, cross-skill and refresher training and certify against standards.
• Align and cascade updates across CCC and update training materials.
• Monitor 30-60-90 performance post training and provide coaching.
• Assess training needs via TNAs and ensure CSO/new hire performance meets standards.
• Coordinate with Quality and other units for training needs and process improvements.
• Ensure documentation and admin tasks for training efficiency are timely.
• Apply technical expertise through quality certification, review and call handling.
• Assist in certifying incoming OSP trainers and SMEs to CCC standards.
• Participates in business process and other improvement projects as needed.
• Acts as resource or SME for high level presentations as needed.
• Supervise and/or coach a sub-team of Training Officers as needed.
• Monitors team performance, adherence to SLAs and resolves minor operational concerns in absence of the Training Head.
• Assists in validating trainer effectiveness via observations and feedback sessions.

Skills

Training experience

Learning and Development

SME (subject matter expert)

Coaching

Job description

BDO Building 2/F North Reclamation Area Cebu City (across SM City Cebu).

JOB MANDATE

Primarily responsible for the delivery of Customer Contact Center’s Training requirements. This person will act as a Subject Matter Expert, displaying proficient knowledge of BDO and Customer Contact Center products, processes, and procedures. S/he is accountable for (but not limited to) the following: management of his/her assigned Training curriculum and delivery, Trainer Certification, New Hire certification as well as furnishing reports specific to training performance and completion.

KEY RESPONSIBILITIES

• Design and deliver new hire, technical, cross-skill and refresher training in a timely manner and certification requirement is within Training and Operations standards.
• Align and cascade updates across CCC and ensure all training materials are updated
• Monitor and ensure 30-60-90 performance post training are being met and provide necessary support through mentorship, coordination or coaching.
• Assess training needs through TNAs for continuous improvement and ensure performance of CSOs/New Hires are within standard
• Coordinate and partner with Quality and other Business Units for training needs, process efficiencies, opportunities and updates
• Ensure documentation and administrative tasks needed for training efficiency are done in a timely manner
• Apply technical expertise through quality certification, review and call handling
• Assist in certifying incoming, OSP trainers and SMEs to make certain it is within CCC Training standards
• Participates in business process and other improvement projects as needed
• Acts as resource or subject matter expert for high level presentations as needed
• Supervises and / or coaches a sub-team or cluster of Training Officers as needed
• Monitors team performance, adherence to SLAs and resolves minor operational concerns in the absence of the Training Head
• Assists in validating trainer effectiveness by conducting classroom / facilitation skills observation and feedback sessions as needed
• Performs other duties and responsibilities not specifically outlined herein, but are logically inherent to the position

KEY QUALIFICATIONS

• At least two years of Training or Learning and Development experience in a bank or Call Center environment
• Previous experience in Six Sigma or continuous improvement initiatives preferred
• With banking and / or credit card customer service support background preferred