DE033245-Business Interlock Assoc Manager

Accenture; Quezon City; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Accenture Philippines is seeking a capable Capability Development Training Lead to manage end-to-end planning and execution of training for onboarding, continuous education, and policy awareness. The role covers delivering training for new hires, coordinating resources, and evaluating training effectiveness across the project.

The position requires extensive training management, stakeholder management and team leadership to drive performance improvements.

Qualifications

• Ability to lead end-to-end onboarding training programs.
• Experience in contact center environments is required.
• Proven skills in managing teams and coaching.
• Strong stakeholder management capabilities.
• Track record of driving performance improvements.
• Excellent verbal and written communication skills.
• Experience delivering comprehensive training end-to-end.

Responsibilities

• Lead end-to-end planning and execution of onboarding training for associates and team leads.
• Manage training resources and delivery across programs.
• Measure training effectiveness using evaluation frameworks and drive improvements.
• Develop and rollout upskilling, new product and knowledge updates.
• Analyze performance trends and design training to boost performance.
• Prepare and distribute training reports to operations leads and clients.
• Maintain training data and support reporting activities.

Skills

Training management

Contact center experience

Team management

Stakeholder management

Performance improvement

Excellent communication

End-to-end training delivery

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: 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: RotationProject Rest Day: RotationProject/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

Equal Employment Opportunity Statement

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Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

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