DE033154-Learning Operations Manager

Accenture PLC; Muntinlupa; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Accenture is seeking a Learning Operations Manager in Muntinlupa Axis One to lead training teams across insurance projects. You will oversee trainers and language coaches, coordinate with internal partners, and drive improvements to training programs and client solutions.

The role requires strong organizational skills, ability to manage multiple projects, and willingness to work night shifts with rotating schedules. This position is Return to Office.

Qualifications

• At least 7 years relevant experience in contact center operations.
• Bachelor’s degree in related field.
• Experience with Insurance or General Insurance or Life Insurance preferred.

Responsibilities

• Manage training team including trainers and language coaches for insurance projects.
• Lead efforts to enhance 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.

Skills

Communication

Leadership

Project management

Coaching

Stakeholder management

Adaptability

Overtime readiness

Education

Bachelor’s degree

Tools

MS Applications

Job description

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

#LI-PH

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com

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