Collections Training Manager: Lead Learning & Performance

Hammerjack Pty Ltd; Philippines; Hybrid; PHP 900,000 - 1,500,000; Full time

Job summary

Sutherland in the Philippines is seeking a seasoned Training Manager with a collections background to lead learning initiatives and develop high-performing trainers within a fast-paced contact center. You will coach teams, drive performance, and partner with operations and clients to ensure training aligns with business goals.

Responsibilities include overseeing training delivery, measuring outcomes with KPIs, and continuously improving content, processes, and learning standards.

Qualifications

• Minimum 5 years of collections training experience in a BPO or contact center.
• At least 2-3 years of experience as a Training Manager supporting collections programs.
• Total training experience 5-6 years with at least 3 years in a people leadership role.
• Strong understanding of adult learning principles, training delivery methodologies, and performance management.
• Proven ability to analyze performance trends and develop effective training strategies.
• Excellent coaching, facilitation, and stakeholder management skills.
• Strong communication and presentation skills in English, both written and verbal.
• Proficiency in Microsoft Office applications, particularly Excel, PowerPoint, Word, and Outlook.
• Bachelor's degree in Education, Communication, or related disciplines are an advantage.

Responsibilities

• Lead, coach, and develop a team of Training Specialists and Trainers to achieve training and operational goals.
• Observe training delivery, provide actionable feedback, and implement coaching plans to enhance trainer effectiveness.
• Manage and oversee classroom training, nesting operations, and learning interventions.
• Deliver technical and soft skills training programs as needed.
• Monitor learner performance throughout training and nesting phases, using data and KPIs to identify improvement opportunities.
• Develop and implement action plans that drive learner success, training efficiency, and operational readiness.
• Partner with operations, quality, and client stakeholders to ensure training aligns with business objectives and performance expectations.
• Analyze training outcomes and present meaningful reports, recommendations, and performance insights.
• Ensure adherence to learning standards, curriculum design, and training delivery best practices.
• Support training content enhancement and continuous process improvement initiatives.
• Participate in client meetings, calibration sessions, and strategic discussions related to learning and development.

Skills

Coaching

Stakeholder management

Performance analysis

Presentation skills

English communication

Education

Bachelor's degree in Education/Communications or related

Tools

Microsoft Excel

PowerPoint

Word

Outlook

Job description

Sutherland in the Philippines is seeking a seasoned Training Manager with a collections background to lead learning initiatives and develop high-performing trainers within a fast-paced contact center. You will coach teams, drive performance, and partner with operations and clients to ensure training aligns with business goals.

Responsibilities include overseeing training delivery, measuring outcomes with KPIs, and continuously improving content, processes, and learning standards.