DE033245-Business Interlock Assoc Manager

Accenture in the Philippines; Philippines; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Accenture in the Philippines is seeking a Capability Development Training Lead to manage the end-to-end planning and execution of training processes for the Operations division. This role covers onboarding training, continuous education, and policy alignment, with a return-to-office work setup.

The ideal candidate will drive training delivery, assess needs, and generate reports while coordinating with project leads and clients to improve performance and learning outcomes.

Qualifications

• At least 7 years of training experience.
• At least 5 years contact center experience.
• No specific domain requirement.
• With training management experience, i.e., door to floor and end-to-end training.
• With stakeholder management experience.
• With good team management experience.
• Performance improvement experience, i.e., bottom quartile or NPS improvement.
• Excellent comms skills.

Responsibilities

• Clinical Training Delivery and Management: End-to-end planning, execution and management for onboarding associates and support functions.
• Assessment of Training Needs: Analyze performance trends and design/assess curriculum and materials.
• Reporting: Generate and distribute training reports; track training data; assist with productivity and activity reports.
• OTHERS: Project Shift Schedule with rotation across locations.

Skills

Training experience

Contact center

Stakeholder management

Team management

Performance improvement

Excellent communication

Job description

Eligibility

ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE--- POSITION TITLE: Business Interlock Assoc Manager WORK SETUP: Return to Office

Overall Purpose

The Capability Development Training Lead is primarily responsible for managing the end-to-end planning and execution of training processes for Accenture Operations. This includes training delivery of the new hire end to end process, continuous education, company background and industry policies.

Responsibilities

• 1. Clinical Training Delivery and Management:
  • Operational Training End to End Planning, Execution and Management for all on boarding associates, Team Leads and other support functions baked in the organizational set-up of the project;
  • Management of all training resources;
  • Implementation of the Four Levels of Evaluation to measure training effectiveness for continuous business process improvement;
  • Implementation/Roll-out of required up-skilling, new products and services training, cross-skilling and continuous education program(s) and other training/education as needed to meet the identified business need(s).
• 2. Assessment of Training Needs:
  • Performance trends and training needs analysis to help the project improve performance or manage performance outliers through training or coaching intervention programs;
  • Implement the review, design/development (when necessary) and assessment of training curriculum, content/learning materials, approach/methodology and performance evaluation process.
• 3. Reporting:
  • Generates, reviews and distributes required training reports such as training trends and activity reports to Operation Leads and/or Clients
  • Maintains collection and tracking of relevant Training data
  • Assists with team-specific reporting activities, including productivity reports, end of shift reports, and other operations-related reports all pertaining to trainees’ performance
• OTHERS: Project Shift Schedule: Rotation Project Rest Day: Rotation Project/Team Location: Client Site - Non-Accenture Facility

Skill and Qualifications

• At least 7 years of training experience
• At least 5 years contact center experience
• No specific domain requirement
• With training management experience, i.e., door to floor (if there is a new LOB, resource will manage end to end training (running training, performance improvement)
• With stakeholder management experience
• With good team management experience
• Performance improvement experience, i.e., bottom quartile or NPS improvement
• Excellent comms skills