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

Genpact Services LLC (Philippines branch); Philippines; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

Genpact Services LLC (Philippines branch) is seeking a Front Line Manager for Training Quality & Policy to lead the Training & Policy team and drive continuous improvement in agent quality and knowledge retention.

You will develop proactive training strategies, conduct impact analyses, and partner with client teams to implement policy updates and refresher trainings. Strong analytical and leadership skills are essential for success.

Qualifications

• Bachelors in Commerce/Economics/Finance, Masters in Business Administration or Business Analytics.
• Certified Professional in Learning and Performance (CPLP) is desirable.
• Experience with data analytics, data management, and process improvement.
• Strong client relations, stakeholder management, and leadership skills.

Responsibilities

• Lead and manage the Training & Policy team, overseeing trainer and agent development.
• Design, implement, and monitor training programs to improve quality metrics and knowledge retention.
• Perform root cause analysis on training effectiveness and update materials and policies accordingly.
• Collaborate with client teams to align priorities and reflect product/process changes.
• Conduct classroom observations, certifications, and performance reviews to ensure KPI adherence.

Job description

Front Line Manager - T&S - Training Quality & PolicyReady 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 DescriptionResponsibilities: 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.QualificationsBachelors - Commerce, Bachelors - Economics, Bachelors - Finance, Masters - Business Administration, Masters - Business AnalyticsCertificationsCertified Professional in Learning and Performance Certification (CPLP) - SC. Stefconsult SRLSC. Stefconsult SRL, EMS Technical Expert - Celonis AcademyCelonis AcademyRequired SkillsClient 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 SafetyLanguageEnglish (Required)Language Proficiency -Upper Intermediate - B2Additional Job Location -Job TypeRegularMaster Skill List -T&S - Training Quality & PolicyRemote Type -OfficeWork Shift -Night Job (Philippines)Why join Genpact?Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matterMake an impact – Help global enterprises solve business challenges that matterAccelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay aheadWork with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every dayThrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progressCome join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.Let’s build tomorrow together.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.