Front Line Manager - T&S - Training Quality & Policy 4B

Philippines Branch; Philippines; On-site; PHP 1,000,000 - 1,500,000; Full time

Job summary

Genpact Philippines is seeking a Front Line Manager for Training Quality & Policy. You will lead the Training & Policy team, shaping onboarding and ongoing development for trainers and agents, while driving proactive training strategies to boost agent performance and knowledge retention.

Responsibilities include root-cause analysis of training effectiveness, content updates, and KPI-aligned delivery. A strong background in data analytics and leadership is essential.

Qualifications

• Bachelor's degrees in Commerce, Economics or Finance.
• MBA or Master's in Business Analytics.
• Certifications CPLP and EMS Technical Expert are preferred.

Responsibilities

• Lead and manage the Training & Policy team with oversight of performance and onboarding.
• Develop and monitor proactive training strategies to improve agent quality.
• Conduct root cause analyses of training effectiveness and update materials.
• Collaborate with client Training and Policy teams to align priorities.
• Perform classroom observations, certifications, and KPI assessments.
• Coordinate refresher trainings with Quality and Policy teams.

Skills

Client Relations

Commercial Excellence

Content Management

Content Strategy

Data Analytics

Data Management

Data Science

Quality Assurance

Leadership

Risk Management

Stakeholder Management

Strategic Planning

Trust and Safety

Education

Bachelor's degrees in Commerce, Economics or Finance

Master's in Business Administration

Master's in Business Analytics

Certified Professional in Learning and Performance Certification (CPLP)

EMS Technical Expert - Celonis Academy

Job description

Front Line Manager - T&S - Training Quality & Policy 4B

Company : Philippines Branch
Job Type : Full Time
Quezon, Philippines

Ready to turn bold ideas into real-world impact? At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges. If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting‑edge AI solutions, and want to push the boundaries of what’s possible, this is your moment. Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises. Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.

Job Description

• Lead and manage the Training & Policy team, providing oversight of performance, onboarding, and ongoing development of trainers and agents.
• Develop, implement, and monitor proactive training strategies to enhance agent quality metrics and knowledge retention, including new hire onboarding programs.
• Conduct root cause analysis of training effectiveness, identify knowledge gaps, and recommend targeted improvements to training materials, policies, and knowledge management tools.
• Collaborate with client Training and Policy teams to align on priorities, gather insights, and update training content to reflect process or product changes.
• Conduct regular classroom observations, certification reviews, and performance assessments to ensure adherence to training KPIs and delivery standards.
• Partner with Quality and Policy teams to execute refresher trainings, knowledge sharing, and policy compliance initiatives, ensuring consistency and accuracy across operations.
• Analyze data and feedback to provide actionable insights, enhance training effectiveness, and support scalable solutions to improve overall community/platform support.

Qualifications

• Bachelors - Commerce
• Bachelors - Economics
• Bachelors - Finance
• Masters - Business Administration
• Masters - Business Analytics

Certifications

• Certified Professional in Learning and Performance Certification (CPLP) - SC. Stefconsult SRLSC. Stefconsult SRL
• EMS Technical Expert - Celonis AcademyCelonis Academy

Required Skills

• Client Relations
• Commercial Excellence
• Conceptual Designs
• Content Management
• Content Strategy
• Critical Thinking
• Customer Service
• Data Analytics
• Data Consulting
• Data Management
• Data Science
• Digital Content Creation
• Lean Six Sigma (LSS)
• People Leadership
• Quality Assurance (QA)
• Quality Management
• Risk Management
• Stakeholder Management
• Statistical Models
• Strategic Planning
• Trust and Safety

Language

English (Required)

Language Proficiency –

Upper Intermediate - B2

Job Type

Regular

Master Skill List

T&S - Training Quality & Policy

Remote Type

Office

Work Shift

Night Job (Philippines)

Why join Genpact?

• Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter
• Make an impact – Help global enterprises solve business challenges that matter
• Accelerate your career – Gain hands‑on experience, mentorship, and world‑class learning opportunities to stay ahead
• Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
• Thrive in a values‑driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation. Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.