Global Training Lead: Ops Performance & Transformation

Confidential; Iloilo; On-site; PHP 900,000 - 1,600,000; Full time

Job summary

Confidential in Iloilo, Philippines is seeking an experienced Training Leader to manage and develop the training team supporting assigned processes, with potential coverage across Pre-process, Process and Certification to ensure metrics alignment.

The role emphasizes executive stakeholder management, digital learning initiatives, and hands-on performance management within travel/airline or complex BPO environments.

Qualifications

• Minimum 4-5 years in training delivery, L&D with 2-3 years managing training leaders and multi-geo operations.
• Experience with airline/travel accounts is advantageous.
• Strong understanding of BPO KPIs (CSAT, DSAT, QA, AHT) and linking training to operational outcomes.
• Experience in travel, hospitality, airline, customer service, or complex BPO environments.
• Digital Learning/Transformation capability including AI-enabled learning or digital initiatives.
• Executive stakeholder management with Directors/VPs and clients.

Responsibilities

• Manage and develop the training team across assigned processes.
• Cover Pre-process, Process, and Certification training as needed.
• Align training programs with operational and client metrics.
• Drive throughput, graduation/pass rates, and trainer utilization.

Skills

Leadership & coaching

Stakeholder management

Analytics & reporting

Training needs analysis

Digital learning

BPO/KPIs understanding

Executive presentation

Cross-functional collaboration

Tools

Learning Management System (LMS)

Data analysis tools

CRM/QA systems

Job description

Confidential in Iloilo, Philippines is seeking an experienced Training Leader to manage and develop the training team supporting assigned processes, with potential coverage across Pre-process, Process and Certification to ensure metrics alignment.

The role emphasizes executive stakeholder management, digital learning initiatives, and hands-on performance management within travel/airline or complex BPO environments.