DE033154-Learning Operations Manager

Accenture in the Philippines; Muntinlupa; On-site; PHP 1,200,000 - 2,000,000; Full time

Job summary

Accenture in the Philippines is seeking a Learning Operations Manager for the Insurance training domain. This role manages training teams and coaches, ensuring delivery of multiple client projects in a controlled, compliant manner.

The position requires strong organizational skills and experience coordinating technical and non-technical resources. The incumbent will lead strategic training initiatives, perform capacity planning, and oversee migrations and DR/BCP activities.

Qualifications

• Strong knowledge of BPO Training – defined contributions.
• 7+ years of relevant experience in Contact Center Operations.
• Bachelor's degree in related field.
• Insurance experience (General/Life) preferred.
• Proficient in MS Applications.

Responsibilities

• Manage training team and language coaches for Insurance-based projects.
• Lead and oversee multiple projects and prioritize workload based on urgency, client expectations and business needs.
• Execute DR/BCP plans and deliver output per project plan during migrations.
• Take ownership of resolving end-customer issues and negotiations.
• Enforce compliance to company policies and implement process improvements.

Skills

Strong knowledge of BPO Training

7+ years in Contact Center Operations

Proficient in MS Applications

Ability to handle multiple tasks and策?

Customer Focus

Education

Bachelor's degree in related field

Tools

MS Office

Job description

Job Description:

• ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE--- POSITION TITLE: Learning Operations Manager WORK SETUP: Return to Office RESPONSIBILITIES:
  
• Manages training team- trainers and language coaches for Insurance based projects
  
• Lead in efforts to maintain and enhance various parts of existing client service solutions.
  
• Research, analyze, and recommend strategies for effective training impact & interventions
  
• Strong organizational and detail orientation skills, ability to work well with both technical and non-technical resources.
  
• Decisive, creative, and adaptable, with experience developing and executing solutions for clients while balancing business goals and priorities
  
• Lead and oversee multiple projects and help in prioritizing workload on the team based on urgency, importance, client expectations and business needs, delegating decision-making to team members as appropriate
  
• Manages staff assignment based on business needs/capacity and builds capacity through resource planning and cross-training.
  
• Coaches team members on proper handling of training batches
  
• Execute existing DR/BCP plans of the team.
  
• Execute/deliver output based on the project plan during migrations.
  
• Takes ownership in resolving and managing end-customer issues and negotiations.
  
• Manages internal updates/communication within the unit.
  
• Enforces compliance to company policies and effect disciplinary measures on violations.
  
• Initiate and implement process improvements.
  
• Leads projects/tasks that may be assigned from time to time and contributes to company-wide initiatives and projects. What we're looking for:
  
• Above-average communication and meeting facilitation skills.
  
• Proficient in MS Applications.
  
• Flexibility with rotational schedule and must be willing to render Overtime, if necessary.
  
• Strong work ethics, integrity, and unquestionable character. Without any Code of Conduct violation. Has a good attendance record. No tardiness memo incurred.
  
• Ability to handle multiple tasks and create and execute effective and immediate action plans for process issues.
  
• Ability to adhere to and promote current performance tools that team uses.
  
• Ability to establish and maintain relationships with team members, co-leads, reporting managers, internal, and external business partners.
  
• Coachable - Seeks out and accepts feedback to improve personal and team performance.
  
• Customer Focus - Processes with a consistent attitude of respect, courtesy, patience, and helpfulness. Has business acumen and can see things in a bigger picture.
  
• Met or exceeded performance expectations in the last performance appraisal. OTHERS: Project Shift Schedule: Night Shift Project Rest Day: Weekends Off Project/Team Location: Muntinlupa Axis One

Skill and Qualifications

• Strong knowledge of BPO Training – Defined contributions
• At least 7 years relevant experience in Contact Center Operations
• Bachelor's degree in related field
• With Insurance or General Insurance or Life Insurance background