Instructional Design Lead

Helloconnect; Metro Manila; On-site; PHP 800,000 - 1,100,000; Full time

Benefits offered by this job

Long service bonus

HMO coverage

Annual learning budget

360 Learning access

Global BPO culture

Work-life balance

Job summary

HelloConnect in Taguig City (Metro Manila) seeks an Instructional Design Lead to manage a team of instructional designers, maintain up-to-date learning materials, and steer cross-market training initiatives. You will create high-quality content for staff and trainers, covering customer service, product, and technical training.

The role emphasizes program governance, stakeholder alignment, and ongoing improvement, with opportunities for professional growth in a dynamic BPO environment.

Qualifications

• Minimum 1 year of experience as an Instructional Design Supervisor or Manager.
• Experience creating E-Learning materials.
• Experience managing an LMS.
• Familiarity with ADDIE and Kirkpatrick evaluation models.
• Exceptional standard of Customer Experience.
• Ability to implement continuous improvements as outlined by the Manager.

Responsibilities

• Manage all IDs and support their Personal Development Plans.
• ID Theory Champion: ensure materials like E-Learning, Slide Packs, and Facilitator Guides follow best practices.
• Onboarding & Upskilling: create and maintain Upskill/Refresher materials for multiple markets.
• Train-the-Trainer: conduct sessions and ensure feedback is implemented before rollout.
• Global Design: design and develop training requirements across all markets.
• Evaluation: assess training using ID evaluation methods to identify improvement areas.

Skills

Instructional design leadership

E-Learning content

LMS management

ADDIE

Kirkpatrick model

Customer experience

Continuous improvement

Job description

The Role

At HelloConnect, you will be part of a dynamic team in Inoza tower, BGC that embraces innovation and leverages advanced technology to create exceptional experiences. Our culture is built on collaboration, continuous learning, and a commitment to excellence. You’ll have the opportunity to work on impactful projects, develop your skills, and grow within a supportive environment that values diverse perspectives and experiences.

In this role, you will take on a key responsibility of the Instructional Design Lead is to manage all the Instructional Designers (IDs). S/He must oversee and ensure our training materials are kept up to date with all upcoming product and system changes. S/He is expected to be proficient in all of the tasks that our IDs are doing, including but not limited to the following: create & refine high-quality learning content for our staff and produce materials for our trainers to roll out for all markets. These contents cover topics such as Customer Service, Retention, Product & System Training, as well as Technical Training. You will be responsible for the creation of the above resources for all brands that fall under the HF Brand. Contributing to our ongoing efforts to drive business success and enhance customer satisfaction.

We’re looking for passionate individuals who can bring their unique skills and ideas to the table. Even if you don't meet every requirement but believe you’d excel in this role, we’d love to hear from you!

What You’ll Do

• Manage all IDs: Include conducting one-on-one sessions, handling payroll, and supporting their Personal Development Plans.
• ID Theory Champion: Ensure the creation of materials, such as E-Learning materials, Slide Packs, & Facilitator Guides, is built with best practices in mind.
• Onboarding & Upskilling: Heavy focus on the creation and maintenance of Up-Skill or Refresher, Cross-Training, & Onboarding Program materials.
• Train-the-Trainer: Conduct sessions for the training lead & team members and ensure feedback is implemented before final rollout.
• Global Design: Design and develop all training requirements across all markets.
• Evaluation: Conduct thorough evaluation using ID evaluation methods (such as Kirkpatrick's) to identify areas of improvement within both agents and materials.
• Innovation: Drive innovation within remote and classroom-based training programs.
• Differentiated Learning: Cater for a diverse range of learners by creating differentiated materials based on individual needs.
• Frameworks: Use ID models such as ADDIE to ensure the learning project runs smoothly.
• Stakeholder Alignment: Work closely with Local Knowledge Management Coordinators & Training Lead to ensure all local rollouts are supported at a Global Level, and work with the Senior Training & Quality Manager to ensure training is available for all staff levels (Agents & Team Leaders).
• Reporting: Create/contribute to weekly reports for agent-level roles and project progress reports for Senior Management.
• Needs Analysis: Conduct proactive needs analysis to fill learning gaps (including flagging outdated Shelf materials).
• Training Catalog: Create and maintain a catalog of available training for Team Leaders and Operations.
• Cross-functional Support: Work with the HelloConnect Team on the updating of marketing and website materials, utilizing Graphic Design skills when required.

What You’ll Bring

• Minimum of 1 year of experience as an Instructional Design Supervisor or Manager.
• Experience in Creating E-Learning Materials.
• Must have experience in managing LMS.
• Familiarity with ID Methodologies such as ADDIE & Kirkpatrick.
• Exceptional standard of Customer Experience.
• Ability to implement and integrate continuous improvements as outlined by the Manager.

What We Offer

• Competitive Compensation: Beyond the standard package, we offer perks like Long Service Benefits (anniversary bonus) to recognize and celebrate your dedication
• Wellness & Perks: We prioritize your well-being by offering mental health support, HMO medical coverage, generous leave benefits plus life insurance for both you and your family's peace of mind
• Growth Opportunities: Invest in your personal development with an annual learning & development budget, plus access to the 360 Learning platform
• Dynamic Environment: Join a rapidly growing global Business Process Outsourcing company, where you'll collaborate with a diverse community spanning across multiple continents and cultures
• Work-Life Balance: Enjoy a healthy balance between your professional and personal life, with a supportive environment that prioritizes your well-being and personal time

Location:

7th & 15th Floor, Inoza Tower, 40th Street, BGC, Taguig City

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